Customer Satisfaction Specialist

Job Summary:
The Customer Satisfaction Specialist will be responsible for ensuring that all clients of our law firm receive exceptional service and support. This role is pivotal in maintaining client relationships, addressing concerns, and fostering a client-centric environment. The ideal candidate will be proactive, empathetic, and detail-oriented, with a passion for enhancing client satisfaction.

Key Responsibilities:

Client Interaction and Support:

Serve as the primary point of contact for client inquiries and concerns.
Respond to client communications promptly and professionally through various channels (phone, email)
Schedule and conduct follow-up calls to ensure client satisfaction and address any unresolved issues.
Client Relationship Management:

Develop and maintain strong relationships with clients to understand their needs and expectations.
Conduct regular check-ins with clients to gather feedback and assess their satisfaction levels.
Identify opportunities to provide additional services that meet clients' legal needs.
Issue Resolution:

Address and resolve client complaints and concerns in a timely and effective manner.
Escalate complex issues to the appropriate departments or management as necessary.
Document all client interactions, complaints, and resolutions in the firm's CRM system.
Client Satisfaction Tracking and Reporting:

Implement and manage client satisfaction surveys to gather actionable feedback.
Analyze survey results and other feedback to identify trends and areas for improvement.
Prepare regular reports on client satisfaction metrics and present findings to management.
Process Improvement:

Collaborate with internal teams to improve processes and procedures that impact client satisfaction.
Propose and implement changes to enhance the client experience based on feedback and best practices.
Stay informed about industry trends and innovations in client service.
Client Education and Engagement:

Develop and deliver client education programs and materials to enhance their understanding of legal processes and services.
Organize client events and workshops to foster a sense of community and engagement.
Qualifications:

Minimum of 2 years of experience in a customer service or client relations role, preferably in a legal or professional services environment.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Proficiency in CRM software and Microsoft Office Suite.
Ability to handle confidential information with discretion.
Expectations:

Maintain a high level of professionalism and courtesy in all client interactions.
Consistently meet or exceed client satisfaction targets.
Demonstrate proactive problem-solving and initiative in improving client services.
Foster a positive and collaborative working environment.
Tracking Customer Satisfaction:

Surveys: Regularly distribute and analyze client satisfaction surveys to capture feedback on various aspects of the firm’s services.
Feedback Collection: Implement multiple channels (online forms, feedback boxes, direct interviews) to collect client feedback continuously.
Metrics: Track key performance indicators such as response time, resolution time, client retention rates, and Net Promoter Score (NPS).
Improving Customer Satisfaction:

Training: Provide ongoing training for all staff on customer service best practices and client engagement.
Feedback Loop: Establish a feedback loop where client feedback is regularly reviewed and acted upon.
Recognition: Recognize and reward employees who excel in providing exceptional client service.
Technology: Invest in technology that enhances client communication and service delivery.
Continuous Improvement: Regularly review and refine client service processes based on feedback and industry standards.


Application Process:
Interested candidates should submit a resume.

Law Offices of C. Antonio Delgado  is an equal opportunity employer and encourages applications from all qualified individuals.