Customer Experience Officer

Job Description

Job Description

We are a growing boutique immigration law firm seeking a motivated, organized, and personable Customer Experience Officer to join our team.

This is one of the firm’s most important positions. You will play a vital role in converting prospective clients into retained clients while ensuring every client receives an outstanding experience from their first call through the life of their case. Your professionalism, communication, and attention to detail will directly contribute to our firm’s growth and success.

This is an excellent opportunity for someone interested in business, sales, communications, customer service, or legal administration who wants to build a long-term career in a fast-growing professional environment.

Client Intake & Business Development

• Conduct timely follow-up calls, emails, and text messages with prospective clients.
• Build rapport and provide a compassionate, professional experience.
• Prepare retainer agreements and process client payments.
• Maintain intake, consultation, and conversion tracking.
• Help improve intake processes and increase conversion rates.
• Coordinate with attorneys and staff to ensure a smooth client onboarding process.

Client Support & Customer Experience

• Serve as a primary point of contact for clients.
• Respond promptly to client inquiries by phone, email, and text.
• Keep clients informed of next steps and required documentation.
• Monitor client satisfaction and recommend improvements.
• Resolve client concerns professionally and escalate issues when appropriate.
• Deliver exceptional customer service that reflects the firm’s commitment to excellence.
• Gather client feedback to improve service and efficiency.

Administrative Support

• Answer phones and greet clients.
• Schedule consultations and appointments.
• Organize physical and electronic files.
• Process incoming and outgoing mail.
• Provide administrative support to attorneys and staff.

Qualifications

• High school diploma or equivalent.
• Fluent in English and Spanish.
• Excellent communication, organization, and customer service skills.
• Comfortable communicating by phone, email, and text.
• Strong attention to detail and ability to multitask.
• Proficient with Google Workspace and comfortable learning new technology.
• Dependable, proactive, and resourceful.
• Experience in customer service, sales, client intake, legal administration, or a professional office preferred.
• Immigration law experience is a plus.

This is not a remote position.

Cohen, Tucker & Ades, P.C. is a premier immigration law firm dedicated to providing aggressive and compassionate representation. With decades of experience, we specialize in high-stakes litigation, complex deportation defense, and navigating the intricate overlap between criminal law and immigration status.

Company Description

Cohen, Tucker & Ades, P.C. is a premier immigration law firm dedicated to providing aggressive and compassionate representation. With decades of experience, we specialize in high-stakes litigation, complex deportation defense, and navigating the intricate overlap between criminal law and immigration status.