Client Experience Specialist

Position Summary

The Client Experience Specialist will primarily provide potential and existing clients with exceptional services. They identify client needs, respond to client queries, and collaborate with internal departments to optimize client services and brand awareness

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Communicating with clients in English and Spanish, ensuring their needs and concerns are addressed promptly and accurately.
• Providing clients with clear explanations of documents and expectations, fostering trust and confidence.
• Greeting clients warmly and providing a friendly and professional atmosphere during the outflow process.
• Proactively identifying if the client had an exceptional experience or encountered any issues during their claim.
• Conducting thorough research on clients' experiences throughout the lifetime of their case by reviewing client feedback, surveys, and Filevine.
• Explaining the purpose and benefits of participating in the NPS questionnaire to clients to understand their satisfaction and to emphasize the importance of improving our services.
• Accurately and efficiently administering the NPS questionnaire and Google review to interested clients, ensuring their responses are recorded correctly via an iPad or mobile device.
• Providing guidance and assistance to clients while they complete the questionnaire, addressing any questions or concerns they may have.
• Maintaining a positive and professional demeanor throughout the interaction to ensure clients feel valued and appreciated.
• Collaborating with the CX team to address immediate concerns and client requests.
• Documenting all client interactions, including feedback, comments, and suggestions for analysis and continuous improvement.
• Maintaining a comprehensive understanding of our WC and PI processes and procedures to address any client inquiries accurately.

• Fluency in both English and Spanish (written and spoken) is mandatory.
• 2 years of experience in a client-facing role within a legal or professional services environment.
• High school diploma or equivalent; additional hospitality or customer service education is a plus.
• Excellent verbal and written communication skills, with the ability to engage clients in a professional and friendly manner.
• Strong interpersonal skills, with the ability to build rapport and establish positive relationships with clients.
• Attention to detail and the ability to multitask effectively in a fast-paced environment.
• Proficiency in using computer systems, including Microsoft Suite, survey questionnaires, and claims management system.
• Ability to remain calm and composed when dealing with challenging or dissatisfied clients.