Join our dynamic team as a Client Concierge, where your role will be integral in nurturing strong relationships with our esteemed clients while embodying our commitment to exceptional service. As a trusted advisor, you will leverage your expertise to enhance the overall client journey, ensuring satisfaction through your in-depth knowledge of our products and services.

In this pivotal position, you will implement strategies to gauge client satisfaction, reaching out to both new and existing clients through phone and email communications. Your role will be essential in collaborating with cross-functional teams, including operations, legal, and professional staff, to advocate for our clients’ needs and deliver insightful information tailored to them.

Key Responsibilities:

• Deliver outstanding customer service that exceeds client expectations.
• Build and sustain strong customer relationships that foster loyalty.
• Assist clients through the onboarding experience with care and attention.
• Facilitate effective communication across departments to enhance service delivery.
• Collaborate closely with Marketing and Intake teams to streamline processes.
• Provide advanced technical and product support to both clients and internal team members.
• Develop a robust internal client success program that aligns with our organizational goals.
• Offer constructive feedback on customer service approaches and policies.
• Identify and report any unusual activities to management promptly.
• Expedite responses to client requests to ensure timely resolution of matters.
• Clearly communicate deliverables, objectives, and timelines to the Operations Team.
• Conduct internal research and analysis of client data to identify trends and patterns.
• Perform data entry for essential metrics, sales figures, and other critical information.
• Provide support to the Operations Team and Executives as necessary.

Qualifications:

• Exceptional customer service skills and a passion for client satisfaction.
• Knowledge of best practices in customer service and client retention.
• Solid understanding of the Family Law sector and its nuances.
• Proficiency in relevant software applications.
• Strong written and verbal communication abilities.
• Aptitude for technical software products and problem-solving.
• Well-versed in strategies that enhance client retention.
• Excellent organizational skills along with the ability to analyze and visualize data.
• Outstanding time management and prioritization skills.
• General computer literacy and familiarity with presentation software.
• At least two years of college/university education.
• Minimum of 2+ years’ experience in customer service.
• Proven history of meeting and exceeding personal performance goals.
• A proactive mindset focused on improving client experience and internal processes.
• Genuine empathy for clients, striving to understand and address their needs.

Compensation: $41,600 annually.

If you are ready to elevate client experiences and contribute to a collaborative environment where your efforts are valued, we invite you to apply for this exciting opportunity.