Client Experience Specialist
Client Experience Specialist Position
The Richard Harris Law Firm is looking to hire a Client Experience Specialist. This is a full-time position where the candidate will be responsible for maintaining our positive online presence and overall client satisfaction. You will be interacting with clients and discussing their experiences while ensuring that all information online is accurate and helpful to our online reputation. This role also requires being able to handle negative feedback on the various review and rating websites. Candidates need to have experience with Google My Business Reviews, Yelp, and other review type websites.
In this role, you will need to be an expert in storytelling, communicating with clients, and brand guidelines, while leveraging digital tools and data to proactively help build our reputation online. You're a forward thinker, who can turn a bad review online into a positive review by building rapport with our clients and making sure they know how important they are to our law firm.
This position requires a self-motivated individual with proven creative and problem-solving capabilities. Your success depends on developing processes, automations, and an overall approach to quickly addressing client issues with an empathetic and compassionate attitude.
Responsibilities:
• Manage and maintain client experience by responding to all client reviews and complaints
• Working in various online review platforms like Yelp, Google My Business, etc.
• Speaking with hundreds of clients per month on the phone, via text or email
• Directly assist clients as needed to better understand the root cause of the issue, resolve the issue, and help make sure we avoid those issues in the future
• Identify and escalate any client issues to appropriate team members while offering solutions
• Analyze, track and report online reputation results and trends
• Work closely with various departments to know more about our clients
• Use our CRM to monitor clients’ feedback and look for opportunities to encourage a positive review, or to resolve an issue that might turn into a negative review
• Report any fake or spam reviews to Google or Yelp to help get them removed
• Being able to use reason and stay calm even when dealing with emotional clients
Requirements:
• 3+ years experience dealing with client reviews and online review sites (Google, Yelp, FB, etc.)
• Excellent verbal and written communication skills
• Comfortable using CRM software
• Strong problem-solving skills and ability to think quickly on your feet
• Strong sense of urgency and able to handle multiple deadlines
• Being patient and compassionate to connect with our clients
• Ability to monitor online reviews, compile data and show results
• Interest in software, technology and other data that can help overall job performance
• Able to provide detailed monthly reports that show what is working and what's not
Preferred:
• Some experience working with law firms
• Bilingual in English and Spanish
Some remote work allowed
Client Experience Specialist Position
The Richard Harris Law Firm is looking to hire a Client Experience Specialist. This is a full-time position where the candidate will be responsible for maintaining our positive online presence and overall client satisfaction. You will be interacting with clients and discussing their experiences while ensuring that all information online is accurate and helpful to our online reputation. This role also requires being able to handle negative feedback on the various review and rating websites. Candidates need to have experience with Google My Business Reviews, Yelp, and other review type websites.
In this role, you will need to be an expert in storytelling, communicating with clients, and brand guidelines, while leveraging digital tools and data to proactively help build our reputation online. You're a forward thinker, who can turn a bad review online into a positive review by building rapport with our clients and making sure they know how important they are to our law firm.
This position requires a self-motivated individual with proven creative and problem-solving capabilities. Your success depends on developing processes, automations, and an overall approach to quickly addressing client issues with an empathetic and compassionate attitude.
Responsibilities:
• Manage and maintain client experience by responding to all client reviews and complaints
• Working in various online review platforms like Yelp, Google My Business, etc.
• Speaking with hundreds of clients per month on the phone, via text or email
• Directly assist clients as needed to better understand the root cause of the issue, resolve the issue, and help make sure we avoid those issues in the future
• Identify and escalate any client issues to appropriate team members while offering solutions
• Analyze, track and report online reputation results and trends
• Work closely with various departments to know more about our clients
• Use our CRM to monitor clients’ feedback and look for opportunities to encourage a positive review, or to resolve an issue that might turn into a negative review
• Report any fake or spam reviews to Google or Yelp to help get them removed
• Being able to use reason and stay calm even when dealing with emotional clients
Requirements:
• 3+ years experience dealing with client reviews and online review sites (Google, Yelp, FB, etc.)
• Excellent verbal and written communication skills
• Comfortable using CRM software
• Strong problem-solving skills and ability to think quickly on your feet
• Strong sense of urgency and able to handle multiple deadlines
• Being patient and compassionate to connect with our clients
• Ability to monitor online reviews, compile data and show results
• Interest in software, technology and other data that can help overall job performance
• Able to provide detailed monthly reports that show what is working and what's not
Preferred:
• Some experience working with law firms
• Bilingual in English and Spanish
Some remote work allowed