Client Experience Manager (Law Office)

SUMMARY OF ROLE:

Our Client Experience Manager (CEM) will primarily serve as trainer, coach, and leader of the Client Experience Specialist (CES) team. They will be responsible for hiring, training, re-training, quarterly appraisals, and offboarding employees to include resignations and terminations. The CEM will be responsible for ensuring sales goals are met including cost per acquisition and to strive for surpassing these goals in order to grow the firm. They will be responsible for quality and control of our systems and processes, and will be the authority on such matters for the day-to-day operations in their department. The CEM guides their team to ensure the financial success of the firm as a whole.

The CEM will also answer our personal injury hotline and existing client lines to answer general questions, process potential new clients to retain them on the phone to retain skills, provide support to their team, and ensure our clients have a five-star experience. This position is as much of a sales position as it is a management position.

While the bulk of this position is over the phone, some Client Experience Managers at times require in-person direct contact with potential and current clients who visit our office in order to provide consultations, process paperwork, and answer questions. This position also requires in-person direct contact with direct reports for training and check-ins.

ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to:

• Capturing Case Evidence in Database - documenting the facts of the case based on the questionnaire and training manual guidelines into the Client Relationship Management system (CRM)
• Qualifying & Retaining Clients - investigating the cases that come in to qualify or disqualify and signing up qualified cases over the phone on the first call is the goal.
• Client Expectation & Experience - the CES sets the tone, pace, and expectation for the client’s future experience with our firm. They will express empathy, ask investigatory questions and provide a professional and helpful experience to all callers regardless if we are able to sign up their case.
• Answering Current Client Calls - fielding and answering basic questions with current clients as they move through their case and transferring the call when necessary.
• Managing Client Expectations - understanding the personal injury process and lifecycle and communicating effectively to manage the client’s expectations by never promising and over delivering.
• Managing Client Experience Team - training, coaching, and mentoring team members to achieve individual and collective goals.
• Leading Weekly EOS Meetings - inputting KPI metrics into the EOS system to check-in with the team and provide feedback, listen to concerns, solve any issues that are arising during the week.

ESSENTIAL DUTIES & RESPONSIBILITIES (CONTINUED)

• Accountability: Auditing & Appraisals - reviewing case files, meeting with team members, and implementing regular appraisals every 90 days to ensure the needs of our clients are being met in addition to the firm’s needs. In addition, the Supervisor is tasked with implementing Employee Corrective Actions, Performance Improvement Plans, and terminations if the team member is not meeting expectations laid out by the CES training manual and/or the employee handbook.
• Be able to travel to other offices as needed for meetings and/or training purposes.
• Mileage reimbursement or use of company car provided.

KNOWLEDGE, SKILLS & ABILITIES

• Sales experience - Ability to persuade a caller to make a decision now, rather than walking away.
• Phone Etiquette - Supportive and confident disposition.
• Coaching and Mentoring Experience - ability to hold team members accountable for metrics in addition to training, leading, and developing their skills.
• Data entry skills - meeting the requirements of information we absolutely need to capture during a call so not to have to make multiple contacts to get the information.
• Investigative skills - Asking key questions to callers with the intent of gathering as much information needed to build a strong foundation for our cases.
• Listening skills - actively listen to the client including documenting the information being relayed while listening and asking appropriate questions based on the information provided.
• Ability to type 65 wpm - this would include quick transcription while listening to the caller and taking notes of information being relayed.
• Attention to detail - ability to listen and retain information so not to ask the caller a question they just gave the answer to.
• Problem-solving skills - ability to confidently troubleshoot a question when you may not know the answer so as not to deter the caller from feeling confident in our services.
• Ability to work together as a team - we have group-centric incentives that build the team together. The goal is to retain new clients as quickly and accurately as possible. Our team consists of friendly individuals with a desire to accomplish the goal together as a team.

QUALIFICATIONS

• High School Graduate or equivalent.
• 2 years of management experience.
• 5 years of sales and/or customer service experience.
• Valid US driver’s license - Motor vehicle accidents are the bulk of our caseload. It is important to understand the rules of the road in order to accurately determine case qualifications.
• Clean Driving Record - ability to travel to satellite offices.
• Highly efficient with computer, computer software (Microsoft Office applications Excel, Word) with a keystroke at 65 wpm.
• Knowledge and experience with other relevant forms of data technology, including the use of email, Google Suite, and Microsoft Office products.
• Ability to successfully pass a background check and other pre-employment screening.

ADDITIONAL DESIRED QUALIFICATIONS

• Associate’s, Bachelor’s degree, or educational equivalent preferred.

PHYSICAL REQUIREMENTS include but are not limited to:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to lift and carry up to 10 lbs.
• Able to sit at a desk comfortably while working on a computer, for extended periods of time.
• Able to use telephone, voice mail
• Ability to work in a constant state of alertness and safe manner.

WORK ENVIRONMENT

The work environment is characteristic of a standard in-office position. Electrical hazards related to frequent contact with office equipment.

Job Type: Full-time

Pay: $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $65,000