What You'll Do

The Client Experience Specialist is a key member of our team, responsible for enhancing client satisfaction and fostering strong relationships with our clients. This role involves consistent communication, soliciting feedback, tracking satisfaction metrics, and managing thoughtful client outreach to ensure a positive client experience from start to finish.

Key Responsibilities:

• Client Communication:
  • Regularly contact clients to provide updates on case progress and address any questions or concerns.
  • Serve as a liaison between clients and attorneys, ensuring clear and effective communication.
  • Respond to client complaints, triage issues, and route them to the managing attorney or owner for resolution as needed.
• Feedback and Metrics Tracking:
  • Solicit feedback from clients about their experience with the firm through surveys and direct outreach.
  • Implement and manage a feedback survey system to measure client satisfaction and track key performance metrics.
  • Analyze feedback and metrics to identify areas for improvement and report findings to leadership.
• Client Engagement and Appreciation:
  • Coordinate and send welcome gifts to new clients as part of their onboarding experience.
  • Manage the process of sending settlement gifts or tokens of appreciation to clients upon case resolution.
  • Conduct periodic follow-ups with past clients to maintain relationships and foster loyalty.
• Process Improvement:
  • Work with internal teams to develop and refine processes that improve the overall client experience.
  • Stay informed about industry best practices for client relations and propose innovative ideas to enhance client satisfaction.
• Administrative Duties:
  • Maintain accurate and up-to-date client contact records in the firm's case management system.
  • Document client interactions and feedback to ensure continuity and accountability.
  • Assist with the creation and implementation of client-focused initiatives, such as appreciation events or campaigns.

What You Need

• Strong interpersonal and communication skills, both written and verbal.
• Previous experience in client relations, customer service, or a similar role, preferably in a legal or professional services environment.
• Exceptional organizational skills and attention to detail.
• Proficiency in using customer relationship management (CRM) tools and feedback survey systems.
• Ability to handle sensitive client information with confidentiality and professionalism.
• A client-focused mindset with a commitment to delivering exceptional service.

Preferred qualifications:

• Bachelor's degree in communications, business, marketing, or a related field (or equivalent work experience).
• Familiarity with legal terminology and processes.
• Experience in managing client appreciation programs or events.

What You Get

• Health, dental, and vision insurance - 100% paid by the firm
• Generous PTO Plan
• 401k plan with a 3% match
• Stellar bonuses if you crush it
• Working Location: 100% in office
• Salary: $45,000.00 - $52,000 per year

Things to note:

• This position may require occasional evening or weekend availability to accommodate client schedules.
• Occasional work from home options may be available depending on firm policies.
• Deadline for submitted applications is February 12th. Please email your resume to Bjorn Carter: bjcarter@hstalaw.com by 2/12/2025 to officially apply (you may apply here as well, but emailing Bjorn is how you officially apply).