Customer Experience Specialist (Legal) - 19561

Client Experience SpecialistLocation: RemoteEmployment Type: Full-Time | Independent ContractorWorking Hours: Fixed Schedule aligned with PST business hoursCompensation: Competitive Monthly Base Salary + Performance IncentivesAdditional Compensation: Up to $300/month in commission opportunitiesBenefits: PTO OfferedReports To: Intake / Operations LeadershipAbout The CompanyWe are a fast-growing plaintiff-side employment law firm focused on helping employees navigate workplace disputes and employment-related legal matters throughout California.Our team is highly client-focused, fast-paced, and mission-driven. We pride ourselves on delivering exceptional client care during what is often a stressful and emotional process for the individuals we serve.We are now seeking a highly personable and professional Client Experience Specialist to serve as a key point of contact for prospective and active clients throughout the lifecycle of their case.About The RoleThis is not a traditional customer support position.This Role Sits At The Intersection OfClient communicationIntake coordinationRelationship managementCase supportEmotional intelligenceYou will be responsible for speaking with potential clients, helping assess fit and needs, guiding them through onboarding, and maintaining proactive communication throughout the duration of their case.The Ideal Candidate Is Someone Who IsExtremely personable and empatheticConfident speaking with clients over phone and emailCalm under pressureOrganized and responsiveComfortable operating in a high-volume, fast-paced environmentNo prior legal experience is required. The firm will provide training on employment law concepts, workflows, and internal processes.However, exceptional English communication skills are absolutely essential for success in this role.Key ResponsibilitiesClient Communication & Relationship ManagementServe as a primary point of contact for prospective and active clientsBuild trust and rapport with clients through professional, empathetic communicationMaintain consistent follow-up and status updates throughout the duration of each caseAnswer client questions and ensure a high-quality client experienceHelp clients feel supported during emotionally sensitive situationsIntake & Needs AssessmentSpeak with inbound leads and potential clients to understand their situationGather relevant information and document conversations accuratelyAssess client needs and help determine fit based on internal guidelinesEscalate complex legal or case-specific questions to attorneys when appropriateCase Coordination & Administrative SupportMaintain accurate notes and records within internal systems/CRMCoordinate internally with legal and operations teamsTrack client communications and ensure timely follow-upHelp maintain organized workflows and communication pipelinesPerformance & Client ExperienceContribute to a positive, responsive, and professional client experienceHandle a high volume of client interactions efficientlyMeet communication responsiveness and quality expectationsSupport overall intake conversion and client retention goalsIdeal Candidate ProfileRequiredExcellent verbal and written English communication skillsMinimal accent with highly clear spoken EnglishStrong interpersonal and relationship-building abilitiesComfortable speaking with clients throughout the dayHighly organized and detail-orientedAbility to multitask in a fast-paced environmentStrong emotional intelligence and active listening skillsReliable internet connection and quiet work environmentPreferred (Not Required)Customer service experienceSales or intake experienceCall center or client-facing support experienceExperience working remotely with U.S.-based companiesLegal, paralegal, or employment law exposureExperience handling sensitive or emotionally charged conversationsWhat Success Looks LikeSuccessful Candidates In This Role WillCreate an exceptional experience for clients from day oneBuild trust quickly with prospective clientsCommunicate clearly, professionally, and empatheticallyStay highly organized while managing multiple conversations and casesThrive in a structured but fast-moving environmentBecome a dependable and calming presence for clients throughout their legal journeyTraining & GrowthWhile prior legal experience is not required, the firm is looking for candidates who are:Eager to learnCoachableCuriousInterested in long-term growth opportunitiesYou Will Receive Training OnEmployment law fundamentalsClient intake processesInternal systems and workflowsCommunication standards and case handling expectations