V103- Virtual Client Engagement Specialist

Job Duck

1d•Remote

About The Position

This Virtual Client Engagement Specialist position plays a vital role in delivering an exceptional client experience by serving as the primary point of contact for existing clients throughout their journey. In this role, you will build trusted relationships, ensure consistent communication, and proactively address client needs to maintain satisfaction and long term loyalty. Your daily work will focus on organizing client touchpoints, coordinating follow ups, and ensuring every interaction reflects professionalism, empathy, and attention to detail. This position is ideal for someone who thrives in a client facing environment, enjoys structured workflows, and takes ownership of client outcomes. At Job Duck, this role makes a direct impact by strengthening relationships and reinforcing a high standard of service excellence.

Requirements

Minimum of 1 year of experience in customer service, client relations, or account management and/or related
High level of comfort with scheduling tools, VoIP systems, and Microsoft Office suite
Advanced/native-level English skills (both written and spoken)
Comfortable making 16–30 calls per day
Experience in client-facing roles required
Ability to work independently and collaboratively
Education and or work experience equivalent to a bachelor’s degree

Nice To Haves

Excellent communication with clients and legal team
Self-motivated and proactive when tasks are completed
Strong time management and organizational skills
Detail-oriented and thoughtful in client interactions
Driven to meet KPIs (if they meet these they will be eligible for quarterly bonuses)

Responsibilities

Conduct new client welcome meetings and explain client portals and tools
Address client complaints by coordinating meetings and documenting outcomes
Track and manage client concerns through defined CRM workflows
Distribute and analyze client satisfaction surveys at key case milestones
Deliver weekly and monthly client engagement and satisfaction reports
Collaborate daily with internal team members regarding client feedback and follow up
Serve as the primary liaison between the firm and existing clients
Schedule and confirm client appointments and follow ups
Maintain accurate and up to date client records in CRM and case systems
Respond promptly to client calls, emails, and service requests
Organize and conduct monthly client satisfaction check ins
Send client satisfaction surveys
Make outreach calls to former clients to maintain relationships and identify referral opportunities