Client Happiness Coordinator, Client Success Specialist

This is a fully remote position, open to applicants in United States, +8 more locations.

📋 Description

• Perform regular check-in calls with existing clients.

• Assist in managing attorney schedules by effectively coordinating client appointments.

• Return voicemails from active clients.

• Recognize recurring client needs, concerns, or patterns and relay pertinent trends to leadership.

• Discover opportunities to reengage inactive leads and facilitate their progression towards resolution.

• Pose thoughtful inquiries, actively listen to client concerns, and respond with empathy, professionalism, and a solutions-oriented approach.

• Build and nurture strong relationships with both current and former clients.

• Manage incoming calls from current clients and redirect calls to the appropriate departments as needed.

• Support objectives related to client retention and growth through proactive communication.

• Foster client relationships that may result in referrals, repeat business, and favorable word-of-mouth.

• Execute general administrative tasks, which include managing phone calls, maintaining client calendars, sending mailers, and overseeing general communication.

• Monitor and report weekly call volume, conversion of lapsed leads, and significant client interactions.

• Ensure the maintenance of accurate records within CRM and Case Management systems.

• Reach out to clients who send messages to ascertain if they wish to schedule an appointment.

• Communicate with law enforcement agencies regarding requested reports.

• Make outbound calls to former clients, current clients, unretained leads, and referral sources.

• Provide proactive updates following court appearances or scheduling adjustments.

• Encourage online reviews, referrals, and newsletter subscriptions.

• Identify opportunities for additional services and referrals.

• Offer appropriate referrals through the firm's curated Team 100 list.

• Follow up with District Attorney offices regarding discovery.

• Contact District Attorney offices each Monday about charges for current clients with precharging matters.

• Schedule trial preparation calls.

• Arrange strategy sessions.

⛳️ Requirements

• Location: California

• Time Zone: PST

• Office Hours: 9:00 AM to 6:00 PM, Monday through Friday

• Anticipated call volume: approximately 75 to 100 calls daily

• Frequent inbound and outbound communication with clients, proactive follow-up, scheduling, and coordination with internal teams.

• Proficiency in using CRM and Case Management systems.

• Required experience in customer service or client relations.

• Preferably, previous experience in a law firm.

• Background in sales or client success is a plus.

• Strong written and verbal communication skills in English.

• Ability to manage a high volume of calls while maintaining a friendly, professional, and personalized demeanor.

• Capable of handling sensitive client information professionally and maintaining precise records.

• Exceptional customer service and client relationship management abilities.

• High level of organization and attention to detail.

• Strong interpersonal skills with the ability to build rapport quickly.

• Empathetic and attentive approach towards client interactions.

• Confident and assertive communication style while sustaining professionalism and kindness.

• Ability to ask thoughtful and relevant questions to discern client needs.

• Proactive and self-motivated attitude.

• Strong follow-through and accountability.

• Efficiently manage a high volume of calls and client interactions.

• Comfort with CRM and Case Management systems.

• Skill in accurately documenting conversations, outcomes, referrals, client information, and follow-up actions.

• Capacity to identify patterns, recurring client needs, and opportunities, and communicate relevant insights to leadership.

• Ability to accept feedback and implement changes swiftly.

• Strong problem-solving abilities and a solutions-oriented mindset.

• Maintain professionalism when addressing sensitive or emotionally charged client interactions.

• Ability to prioritize tasks and juggle multiple responsibilities in a fast-paced environment.

• Genuine interest in assisting individuals and crafting positive client experiences.

• Proficiency in both English and Spanish.

🏝️ Benefits

• Remote job opportunity.

• Great Place to Work Certification.

• Recruiter guidance throughout the application process.