V103 - Client Happiness Coordinator | Client Success Specialist

Job Duck

4d•$1,060 - $1,150•Remote

About The Position

The Client Success Specialist plays an important role in strengthening client relationships, improving retention, reducing churn, and creating meaningful opportunities for continued engagement with Job Duck. This role focuses on proactive and authentic communication with current and former clients, unretained leads, and referral sources, ensuring that each interaction leaves people feeling valued, supported, and heard. The ideal candidate will combine strong organization and attention to detail with empathy, confidence, and a genuine desire to help others. This position is well suited for someone who is comfortable working in a fast paced, technology driven environment and who takes initiative in identifying opportunities to provide value, strengthen relationships, and support business growth.

Requirements

Location: California
Time Zone: PST
Office Hours: 9:00 AM to 6:00 PM, Monday through Friday
Expected Call Volume: Approximately 75 to 100 calls per day, depending on the day
The role requires frequent inbound and outbound client communication, proactive follow up, scheduling, and coordination with internal teams.
The position requires comfort working with CRM and Case Management systems to document client interactions, track follow ups, maintain accurate information, and monitor outcomes.
Experience in customer service or client relations is required.
The position requires strong written and verbal English communication skills and the ability to communicate with clients professionally and accurately.
Candidates should be comfortable handling a high volume of calls while maintaining a warm, professional, and personalized approach.
The role requires the ability to manage sensitive client information professionally and maintain accurate records.
Strong customer service and client relationship management skills
Excellent verbal and written communication skills
High level of organization and attention to detail
Strong interpersonal skills and the ability to build rapport quickly
Empathetic and attentive approach when interacting with clients
Confident and assertive communication style while maintaining professionalism and kindness
Ability to ask thoughtful and appropriate questions to identify client needs
Proactive and self motivated approach to work
Strong follow through and accountability
Ability to manage a high volume of calls and client interactions efficiently
Comfortable working with CRM and Case Management systems
Ability to accurately document conversations, outcomes, referrals, client information, and follow up actions
Ability to identify patterns, recurring client needs, and opportunities and communicate relevant observations to leadership
Ability to receive feedback and implement changes quickly
Strong problem solving and solutions oriented mindset
Ability to maintain professionalism when handling sensitive or emotionally charged client interactions
Ability to prioritize tasks and manage multiple responsibilities in a fast paced environment
Genuine interest in helping people and creating positive client experiences

Nice To Haves

Previous experience working in a law firm is preferred.
Background in sales or client success is preferred.

Responsibilities

Conduct routine check in calls with current clients.
Help manage and gatekeep attorney calendars by appropriately scheduling client appointments.
Return voicemail calls from current clients.
Identify recurring client needs, concerns, or patterns and communicate relevant trends to leadership.
Identify opportunities to reengage lapsed leads and help move them closer to resolution.
Ask thoughtful questions, actively listen to client concerns, and respond with empathy, professionalism, and a solutions oriented mindset.
Develop and maintain strong relationships with current and former clients.
Handle inbound calls from current clients and appropriately reroute calls that belong to other departments.
Support the firm’s client retention and growth objectives through consistent, proactive, and meaningful communication.
Cultivate positive client relationships that can lead to referrals, repeat business, and positive word of mouth.
Perform general administrative duties, including handling phone calls, maintaining client calendars, sending mailings, and managing general communication.
Track and report weekly call volume, lapsed lead conversion, and meaningful client touchpoints.
Maintain accurate records of client interactions, call outcomes, updated client information, referrals, and required follow up actions within the CRM and Case Management systems.
Proactively contact clients who send messages to determine whether they would like to schedule an appointment.
Contact law enforcement agencies to follow up on the status of requested reports when assigned.
Make outbound calls to former clients, current clients, unretained leads, and referral sources to check in, follow up, and offer assistance.
Provide proactive updates to clients following court appearances or scheduling changes based on information provided by attorneys.
Encourage online reviews, referrals, and newsletter opt ins when appropriate and in an authentic, non forceful manner.
Identify potential opportunities for additional services and referrals and document them appropriately.
Identify opportunities to provide value beyond legal services by making appropriate referrals through the firm’s curated Team 100 list.
Contact District Attorney offices to follow up on the status of discovery when requested.
Contact District Attorney offices on Mondays to determine whether charges have been filed against current clients with precharging matters.
Schedule trial preparation calls for current clients.
Schedule strategy sessions for current clients.