Client Experience Specialist
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
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.
Benefits
- 401(k) with Employer Match
- Health, Dental, and Vision Insurance
- Short-Term, Long-Term Disability & Life Insurance
- Paid Parking
- Generous Paid Time Off
- Employee Referral Program
- Employee Assistance Program (EAP)
- Employee Discount Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
