Client Experience Manager

Are you passionate about transforming client experiences? Poulin | Willey Trial Lawyers is on a mission to be ‘Everywhere for Everyone,’ and we are looking for an enthusiastic and dedicated Client Experience Manager to be a key player in achieving this vision. As a premier law firm specializing in personal injury litigation, we pride ourselves on delivering the white-glove service every one of our clients deserves. While the title reflects a commitment to managing client relationships, this role is focused on directly supporting client needs and ensuring a smooth case experience rather than overseeing a team. If you’re excited to be a key player in delivering exceptional service in a forward-thinking, client-centered firm, we want to meet you.

Your Mission: As our Client Experience Manager, you will be the heart of our client interactions, ensuring every client feels supported and informed throughout their legal journey. Your role will include:

• Building Relationships: Develop and maintain strong connections with clients, ensuring their needs are met with empathy and efficiency.
• Client Communication: Serve as the main point of contact, delivering timely updates and addressing concerns proactively.
• Medical Management: Proactively assist clients in obtaining necessary medical attention, coordinating with medical provider partners for evaluations and treatment recommendations.
• Collaborative Coordination: Work closely with our legal team to provide accurate case progress updates and ensure seamless communication.
• Front Office Management: Monitor the conference room calendar to help coordinate client meetings while also maintaining a clean and organized office environment.
• Document Assistance: Guide clients through the completion of legal documents and the disbursement process.
• Driving Referrals: Utilize your sales acumen to boost client referrals through positive Google reviews, client video testimonials, and community engagement.
• Community Engagement: Represent our firm at community events and identify new opportunities to enhance our presence and drive intakes.

Your Skills and Experience: We are seeking an exceptional individual who is not only experienced but also deeply passionate about enhancing client experiences and engaging with the community. You should bring:

• Client-Facing Experience: Prior experience in a client-facing role, ideally within the legal industry.
• Sales Acumen: A natural ability to drive referrals and secure positive reviews through exceptional service and relationship-building.
• Communication Mastery: Outstanding communication and interpersonal skills.
• Organizational Prowess: Strong organizational and multitasking abilities.
• Attention to Detail: High level of accuracy and attention to detail.
• Proactive Problem-Solving: A proactive mindset with a knack for resolving issues efficiently.
• Tech-Savvy: Proficiency in relevant technology and software.
• Client-Centric Passion: A genuine passion for delivering exceptional client experiences and driving client satisfaction.

What We Offer: At Poulin | Willey Trial Lawyers, we recognize the value of our team members and offer a comprehensive package that includes:

• Cutting-Edge Tech: All the IT equipment you need to excel in your role.
• Generous Time Off: Start with ten paid vacation days annually, which doubles over time, plus three hours of personal time each month.
• Paid Holidays: Enjoy seven paid holidays each year.
• Health Benefits: Choose from two Blue Cross Blue shield plans, with a portion of your premiums covered, plus an additional $20 monthly for dental premiums. Extend these plans to your family too.
• Telemedicine Access: Benefit from the First Stop Health telemedicine program, offering 24/7 consultations with doctors and counselors for you and your immediate family.
• 401(k) Matching: Secure your future with our 401(k)-match program. After six months, we match 100% of your contributions up to 3% of your paycheck, then 50% for the next 2%.
• Competitive Compensation: Enjoy a base salary with a competitive and lucrative incentive-based bonus structure that rewards your dedication and performance.
• Meaningful Impact: Play a pivotal role in enhancing our firm's reputation and client satisfaction, driving our success through positive feedback and community involvement.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: In person

Salary : $17 - $20