Client Service Agent

About Berry Law

Berry Law is on a mission to protect the constitutional rights of Americans and help Veterans get the benefits they deserve. With over 240 years of combined legal experience, our award-winning attorneys represent clients in all 50 states. We've won thousands of cases and secured hundreds of millions of dollars for Veterans and their families.

Position Summary

The Client Service Agent serves as a key point of contact for Veterans, their families, potential clients, and existing clients who reach out to Berry Law for help, updates, guidance, or support. This role is designed for a professional who thrives in a high-volume inbound contact center environment and can deliver timely, empathetic, and accurate service across a large number of daily client interactions.

The ideal candidate is calm under pressure, highly organized, comfortable using CRM and case management systems, and skilled at managing conversations with professionalism, empathy, and strong call control. This position requires the ability to listen actively, de-escalate frustrated callers, document interactions accurately, route inquiries appropriately, and help create a consistent, best-in-class client experience.

Select Client Service Agents may also assist with accounts receivable follow-up, including outreach to clients with outstanding balances and processing payments, while maintaining the same level of professionalism, sensitivity, and respect expected in all client communications.

Primary Responsibilities

High Volume Client Communication

• Handle a high volume of inbound calls (60 to 80 per day) from Veterans, family members, potential clients, and existing clients with professionalism, empathy, and urgency- Maintain strong call control by guiding conversations efficiently while ensuring callers feel heard, respected, and supported- Manage client interactions across phone, voicemail, email, text, and other communication channels as assigned- Route calls, messages, and requests to the appropriate team members or departments in a timely and accurate manner- Meet or exceed performance expectations related to call volume, responsiveness, quality, documentation accuracy, and client satisfaction
• Support a seamless client experience by ensuring follow-up tasks, notes, and handoffs are complete and clear
• Follow established scripts, workflows, call handling procedures, and escalation protocols
• Accurately document every interaction, update client notes, and record next steps in the CRM or case management system
• De-escalate frustrated or emotional callers using patience, active listening, empathy, and solution-focused communication
• Provide a welcoming and reassuring experience while gathering information, answering process-related questions, and directing callers to the appropriate next step
• Operational hours are from 8am to 5pm CST

Client Experience & Service Support

• Serve as a professional and empathetic representative of Berry Law in every client interaction
• Listen actively to client concerns and help build trust through clear, respectful communication
• Help clients understand general firm processes, communication expectations, and appropriate next steps
• Identify urgent or sensitive matters and escalate them appropriately
• Collaborate with attorneys, legal teams, intake teams, and operations staff to support a consistent client experience
• Maintain confidentiality and discretion when handling sensitive client, legal, medical, financial, or personal information
• Contribute to a service culture focused on integrity, accountability, responsiveness, and respect for Veterans

Accounts Receivable Support (select agents may be assigned)

• Conduct professional outbound calls, emails, or text follow-ups with clients who have outstanding balances- Use empathy, professionalism, and assertiveness to discuss sensitive financial matters while preserving the client relationship- Update account statuses, complete required activity fields, and create follow-up tasks as needed- Use sound judgment to determine when payment questions, disputes, or concerns should be escalated
• Accurately document all AR-related interactions in the case management or CRM system
• Accept payments via debit or credit card and assist with eCheck payment arrangements when appropriate

Required Skills & Abilities

• High Volume Call Handling: Ability to manage a steady flow of inbound calls while maintaining professionalism, accuracy, and composure
• Customer Service Excellence: Strong commitment to delivering respectful, responsive, and solution-oriented service
• De-escalation Skills: Ability to remain calm and effective when assisting frustrated, emotional, or dissatisfied callers
• Call Control: Ability to guide conversations efficiently, keep calls focused, and move callers toward clear next steps
• Empathy: Genuine ability to listen, understand, and respond with care to Veterans and families navigating stressful situations
• Communication: Clear, professional verbal and written communication skills, including the ability to explain information in a calm and understandable way
• CRM Proficiency: Experience working in CRM, contact center, ticketing, or case management systems with accurate documentation practices
• Attention to Detail: Ability to enter notes, update records, follow workflows, and complete tasks accurately in a fast-paced environment
• Problem-Solving: Sound judgment to resolve routine issues independently and escalate appropriately when needed
• Adaptability: Ability to shift quickly between call types, client needs, internal requests, and changing priorities
• Confidentiality: Ability to handle sensitive legal, medical, financial, and personal information with discretion
• Team Collaboration: Willingness to work closely with teammates and internal departments to support client needs
• Coachability: Open to feedback, training, performance coaching, and continuous improvement

Experience & Professional Qualifications

• High school diploma or equivalent required
• Minimum of 2 years of high-volume contact center, call center, or customer service phone support experience required
• Experience handling a high number of inbound calls in a fast-paced environment required
• Experience using CRM, contact center software, ticketing systems, or case management systems required
• Prior experience in customer service, client service, intake, healthcare, legal services, financial services, benefits administration, or another service-focused environment preferred
• Demonstrated experience using de-escalation techniques with frustrated or dissatisfied customers preferred
• Strong typing, data entry, and multitasking skills required
• Positive, professional, coachable attitude with a desire to learn and grow
• Preferred: Military member, Veteran, or family member of someone who has served

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Ability to communicate with clients via phone, email, text, video, and possibly in person
• Ability to use a headset, computer, CRM, and phone system for extended periods
• Ability to manage multiple screens, systems, and communication channels during client interactions

Organizational Values

Integrity | Commitment | Accountability | Warrior Ethos | Leads by Example

Why Join Berry Law?

• Mission-driven work serving Veterans and their families
• Personalized onboarding, training, and ongoing coaching
• Supportive team environment focused on professional growth
• Weekly, monthly, and annual recognition programs
• Financial incentives, bonus structures, and growth opportunities
• Award-winning culture committed to excellence and service
• Recognized by Inc. Magazine, Law Firm 500, Department of Labor, and more

Make an impact every day. Join us in honoring service with service.

Berry Law is an equal opportunity employer.