Client Relations Associate

Block LLP • Burbank, CA

4d • $23 - $30 • Onsite

About The Position

Block LLP is seeking an in-person Client Relations Associate to elevate the client experience at every stage of the case lifecycle. This role is focused on client satisfaction, retention, and referral growth ensuring every client feels supported, valued, and confident in our firm.
This is not a traditional administrative role. This position plays a direct impact on the firm’s reputation, online presence, and future case growth by creating meaningful, consistent touchpoints with our clients.

Requirements

• 2+ years in client relations, customer success, hospitality, or similar role (legal experience is a plus)
• Exceptional communication and interpersonal skills
• High emotional intelligence and ability to handle sensitive client situations
• Detail-oriented with strong organizational skills
• Comfortable using CRM systems and tracking data
• Proactive, solution-oriented mindset

Responsibilities

• Serve as the primary point of contact for client experience initiatives across all case stages
• Proactively check in with clients to ensure satisfaction and address concerns before they escalate
• Monitor client sentiment and flag risks to leadership or case teams
• Create a consistent, high-touch client journey from intake through case resolution
• Conduct client exit calls and/or surveys at case resolution
• Track and report on client satisfaction metrics (NPS, reviews, feedback trends)
• Identify patterns in feedback and recommend operational improvements
• Strategically request and secure 5-star reviews (Google, Yelp, etc.)
• Guide clients through the review process to maximize participation
• Monitor and respond (when appropriate) to online reviews
• Develop and manage client referral touchpoints (post-case follow-ups, thank-you outreach, etc.)
• Implement strategies to encourage repeat business and referrals
• Maintain ongoing relationships with past clients
• Coordinate birthday, holiday, and milestone outreach (cards, emails, small gifts, etc.)
• Assist in planning and executing client appreciation initiatives or events
• Help develop creative ways to keep Block LLP top-of-mind with former clients
• Maintain accurate records of client interactions and feedback
• Track KPIs related to client satisfaction, retention, and referral conversion
• Provide monthly reports with insights and recommendations

Benefits

• Robust PTO program, including time-off accrual and firm-recognized holidays
• 401(k) retirement savings program
• Performance-based bonuses tied to measurable impact and results
• Clear growth and advancement opportunities within a scaling organization
• Supportive, team-oriented environment built on accountability and collaboration
• Regular firm-wide events, team outings, and company celebrations
• Fully stocked kitchen with snacks, beverages, and coffee
• Growth-focused culture with meaningful advancement pathways
• Leadership team that values ownership, performance, teamwork, and excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed