Client Care Coordinator
Confidential
Posted: February 27, 2026
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Quick Summary
A Client Care Coordinator is responsible for building meaningful, long-term relationships with clients to increase loyalty, referrals, and lifetime brand advocacy.
Required Skills
Job Description
Pemberton Personal Injury Law Firm — Baraboo, WI
Named “2025 Best Places to Work: Law Firms”!
Overview
The Client Care Coordinator is responsible for building meaningful, long-term relationships with current and former clients to increase loyalty, referrals, and lifetime brand advocacy.
This is not a passive customer service role. This position proactively designs and manages engagement strategies that turn clients into “forever clients.”
This individual works cross-functionally with Marketing, Legal Operations, and Intake to ensure a consistent, elevated client experience from first contact through post-case follow-up.
Key Responsibilities
Client Relationship Management
Develop strategies to maintain engagement long after case resolution
Identify touchpoints that deepen loyalty and increase referral opportunities
Oversee client milestone recognition (birthdays, anniversaries, check-ins, etc.
Plan and execute Ambassador/VIP events
Ambassador / VIP Program Management
Strategize, build, and manage the VIP Program/Ambassador Club
Work with Marketing, Intake, and Legal Ops to identify moments to surprise and delight clients
Track engagement and referral impact from program participants.
Continuously brainstorm creative ways to elevate “forever client” relationships
Client Communications Strategy
Brainstorm and manage ongoing email and direct mail campaigns for:
Current clients
Former clients
Prospects
Ensure messaging is aligned with firm brand and client care standards
Collaborate with Marketing to ensure strategic cadence and performance tracking
Intake Packet & Welcome Experience
Maintain and update intake packets for new and prospective clients
Improve presentation and materials
Oversee welcome boxes and onboarding experience materials
Ensure data integrity for client contact information and marketing segmentation
Reputation Management
Manage the full review request process:
Strategizing timing of review asks
Coordinating with Legal Ops and Case Managers
Monitoring review platforms
Responding to reviews professionally
Track review growth and sentiment trends
Client Success & Storytelling
Maintain a library of updated client success stories
Coordinate testimonials (written and video)
Client Surveys & Feedback Systems
Develop and manage client surveys
Monitor client satisfaction metrics
Identify trends and opportunities for service improvements
Event Involvement & Community Engagement
Coordinate client invitations to community events
Work with Marketing to promote community involvement to current and former clients
Success Metrics
Increase in client referral volume
Growth of Ambassador/VIP participation
Review volume and star rating improvement
Client survey satisfaction scores
Qualifications
Required
Strong communication and organizational skills
High emotional intelligence and relationship-building ability
Data-driven mindset with ability to track and measure performance
Self-starter who thrives in a collaborative, fast-paced environment
Preferred
Bachelor’s degree in Marketing, Communications, Business, or related field
2–4 years of experience in client engagement, marketing, hospitality, or relationship management
Core Competencies
Relationship building
Strategic thinking
Initiative & ownership
Organization & follow-through
Brand alignment
Creativity & innovation
Client-centered mindset
Work Location & Schedule:
Full-time, 40 hours per week
Hybrid or On-site in Baraboo, WI.
How to Apply:
Please submit your resume to:
Jacob Hooker, Human Resources Manager
[email protected]