Client Experience Specialist - Trainer (Hybrid)

Breyer Law Offices P C•Phoenix, AZ

12d•Hybrid

About The Position

The Client Experience Specialist - Trainer turns client feedback and frontline observations into practical training, coaching, stronger communication, and consistently excellent service. This role combines live training, quality assurance, client follow-through, and cross-functional partnership to strengthen both the client experience and team capability. The ideal candidate is service-minded, highly organized, comfortable working across departments, and available to support some weekends and holidays as needed.

Requirements

Strong facilitation, coaching, and written communication skills.
Sound judgment when interpreting client feedback, call-quality observations, and service trends.
Ability to move confidently between training delivery, quality analysis, client service, documentation, and preparation.
Highly effective time management, organization, planning, and follow-through.
Empathy, patience, adaptability, and a client-first approach when navigating challenging conversations.
Ability to work independently while collaborating cross-departmentally with attorneys, paralegals, managers, and support teams.
Strong attention to detail with the ability to see the bigger picture and connect related trends or issues.
Analytical, process-oriented mindset with strong critical thinking and creative problem-solving skills.
Solid computer skills, including Microsoft Office, Excel, PowerPoint, and legal CRM systems.
Two or more years of proven relevant work experience.
A can-do attitude and willingness to roll up your sleeves to contribute to the firm’s overall success.

Nice To Haves

Knowledge of personal injury cases or litigation is a plus.

Responsibilities

Deliver engaging live training for active cohorts, monthly company onboarding, and targeted client communication skill-building.
Audit client calls and translate observations into objective, actionable feedback for paralegals, attorneys, and managers.
Maintain frontline credibility by participating in live queues, handling incoming and outgoing client calls, and supporting responsive follow-through.
Proactively collaborate with attorneys, paralegals, and internal departments to resolve client concerns, move cases forward, and serve as the voice of the client.
Document client interactions, feedback, coaching insights, and case-related updates clearly so teams have accurate, timely information.
Prepare tailored learning content, FAQs, guides, office hours, assessments, and follow-up resources that reinforce strong performance.
Partner with managers to share trends, align priorities, support service-level expectations, and close feedback loops.