Client Experience Specialist

ABOUT THE ROLE

We are seeking a highly motivated and client-centric individual to join our team as a Client Experience Specialist. In this essential role, you will serve as the face of our firm — managing client outreach, handling sensitive communications with professionalism and care, and de-escalating complex situations with confidence and empathy. You will be responsible for maintaining meticulous attention to detail across all client records, email correspondence, and phone interactions, while building strong, lasting relationships that reflect our commitment to excellence. If you thrive in a dynamic environment and are passionate about delivering world-class client communication, we encourage you to apply.

KEY COMPETENCIES WE'RE LOOKING FOR

• Client Outreach: Proactively engage clients through structured outreach programs, check-ins, and follow-ups to ensure satisfaction and retention.
• De-escalation: Skillfully manage and resolve tense or complex client situations with professionalism, patience, and solution-focused communication.
• Attention to Detail: Maintain accuracy in all client records, case notes, and correspondence — errors here have real consequences.
• Email Correspondence: Compose clear, professional, and timely email communications that represent the firm appropriately at all times.
• Phone Correspondence: Handle inbound and outbound client calls with warmth, confidence, and efficiency, including high-value and sensitive matters.
• Client Communication: Serve as a trusted point of contact who keeps clients informed, heard, and valued throughout their experience with the firm.

RESPONSIBILITIES

• Serve as the primary point of contact for inbound client communications, including high-value clients and those with complex legal matters.
• Conduct proactive client outreach to maintain engagement, provide updates, and ensure ongoing satisfaction.
• De-escalate sensitive or high-stress client situations with professionalism, empathy, and a resolution-focused approach.
• Manage high volumes of email and phone correspondence, responding promptly and professionally to all client inquiries.
• Build and maintain strong client relationships, establishing trust, rapport, and long-term loyalty.
• Collaborate with internal teams to ensure seamless service delivery and consistent client satisfaction.
• Gather and analyze client feedback to identify trends and areas for improvement.
• Maintain accurate, detailed client records with exceptional attention to detail and strict data integrity standards.
• Stay informed about the firm's services and proactively communicate relevant developments to clients.
• Contribute to the development and implementation of client experience initiatives.
• Assist with administrative tasks as needed to support team operations.

Requirements:
QUALIFICATIONS

• Bachelor's degree or equivalent relevant experience.
• Proven experience in a client-facing role, preferably in a law firm or professional services environment.
• Demonstrated ability to de-escalate difficult client situations and manage high-pressure interactions with composure.
• Strong written communication skills with experience managing professional email correspondence.
• Excellent phone presence and experience handling inbound/outbound client calls.
• Exceptional attention to detail and commitment to maintaining accurate records and delivering world-class service.
• Strong interpersonal and problem-solving skills with the ability to handle competing priorities.
• Ability to thrive in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office Suite.

Preferred / Nice to Have

• Experience handling confidential or legally sensitive client matters.
• Familiarity with legal intake processes or case management systems.
• Ability to use advanced technology platforms and CRM tools.
• Bilingual in English and Spanish — strongly preferred to better serve our diverse client base.

Benefits:
We’re committed to supporting the well-being and success of our team through a robust and thoughtfully designed benefits package, including:

• 401(k) with Employer Match – Plan for your future with confidence and company support.
• Health, Dental, and Vision Insurance – Comprehensive coverage to keep you and your family healthy.
• Short-Term, Long-Term Disability & Life Insurance – Financial protection for life’s unexpected events.
• Paid Parking – Convenient and covered, so you can focus on your day.
• Generous Paid Time Off – Ample time to rest, recharge, and take care of personal matters.
• Employee Referral Program – Earn rewards for introducing talented individuals to our team.
• Employee Assistance Program (EAP) – Confidential resources for personal and professional support.
• Employee Discount Program – Access to exclusive savings on a variety of products and services.
• Compensation: $25-32/hr