Client Experience Specialist

ABOUT THE ROLE

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.

Key Responsibilities

• Serve as primary point of contact for inbound client communications, including high-value and complex legal matters
• Conduct proactive outreach for engagement, updates, and satisfaction
• De-escalate sensitive or high-stress situations professionally
• Manage high-volume email and phone correspondence
• Build strong, lasting client relationships
• Maintain accurate, detailed client records with strict data integrity
• Gather client feedback to identify trends and improvement areas
• Collaborate with internal teams for seamless service delivery

Requirements

Qualifications

• Bachelor's degree or equivalent experience
• Proven client-facing experience, preferably in a law firm or professional services setting
• Demonstrated ability to de-escalate difficult situations under pressure
• Strong written and verbal communication skills, including professional email and phone correspondence
• Exceptional attention to detail
• Strong interpersonal and problem-solving skills; able to manage competing priorities
• Proficiency in Microsoft Office Suite
• Bilingual in English and Spanish (required)

Preferred

• Experience with confidential or legally sensitive matters
• Familiarity with legal intake or case management systems
• CRM/advanced technology platform experience

Benefits

We're committed to supporting the well-being and success of our team through a robust and thoughtfully designed benefits package, including:

• 401(k) with Employer Match - Plan for your future with confidence and company support.
• Health, Dental, and Vision Insurance - Comprehensive coverage to keep you and your family healthy.
• Short-Term, Long-Term Disability & Life Insurance - Financial protection for life's unexpected events.
• Paid Parking - Convenient and covered, so you can focus on your day.
• Generous Paid Time Off - Ample time to rest, recharge, and take care of personal matters.
• Employee Referral Program - Earn rewards for introducing talented individuals to our team.
• Employee Assistance Program (EAP) - Confidential resources for personal and professional support.
• Employee Discount Program - Access to exclusive savings on a variety of products and services