Client Experience Coordinator

About Us

Jinks Crow Trial Lawyers is a plaintiff-side law firm in Montgomery and Union Springs, dedicated to fighting for individuals and families who have been wronged by negligence and injustice. We handle personal injury, wrongful death, mass torts, class action cases, and more across Alabama, Georgia, Tennessee, and Florida. Our team is mission-driven, client-focused, and committed to making a real difference in the lives of the people we represent.

About This Role

The Client Experience Coordinator serves as the primary touchpoint between Jinks Crow and its clients throughout the life of a case, ensuring every client feels informed, valued, and supported from intake through resolution. This role owns proactive client outreach such as text and email campaigns, milestone check-ins, birthday cards, and appreciation events, while also leading the firm's Google review strategy and supporting the software and platforms that make client communication possible. The Client Experience Coordinator works closely with attorneys, paralegals, support staff, and the marketing team to strengthen client relationships, reinforce trust in the firm, and turn satisfied clients into advocates.

GUIDING CLIENTS THROUGH THEIR LEGAL JOURNEY

• Client Journey Communication: Serve as a consistent, friendly point of contact for clients throughout their case, helping them understand what to expect at each stage of the legal process. This to also include intake for paralegals.
• Intake Document Collection: Upon signing, follow up with new clients to collect all required intake documents, including the fee contract, medical authorization, driver's license, Social Security card, and any other documents required by the case team. Coordinate the Meet Your Team document to introduce the client to their attorney and paralegal. Ensure all documents are received, complete, and uploaded to Filevine before the file is passed to the paralegal team.
• Milestone Check-Ins: With guidance of paralegal and attorney on cases, reach out to clients at key case milestones (intake, treatment, demand, settlement/trial, and closing) to provide plain-language updates and reduce anxiety about the process.
• Coordinate with Attorneys & Paralegals: Partner with case teams to stay current on case status so outreach is accurate, timely, and appropriately timed relative to case activity.
• Field incoming client questions about process and next steps, routing more complex legal questions to the appropriate attorney or paralegal.

TEXT & EMAIL CAMPAIGN COMMUNICATION

• Campaign Management: Send text and email communications to clients, including case-status updates, firm announcements, and educational content.
• Client Data Management: Segment client lists appropriately for text/email to ensure communications are relevant and well-timed. Keep client contact data clean and up to date.
• Track engagement (delivery, opens, responses) and flag clients who may need direct follow-up from a case team member.

CLIENT APPRECIATION & RECOGNITION

• Birthday Cards: Manage the client birthday card program from start to finish, including tracking dates, preparing cards, and ensuring timely mailing.
• Client Appreciation Events: Plan and coordinate client appreciation events, including logistics, invitations, vendor coordination, and day-of execution.
• Milestone & Thank-You Gestures: Coordinate additional client touches such as case-closing thank-you notes, holiday greetings, and referral thank-you gifts.

GOOGLE REVIEW CAMPAIGNS & ONLINE REPUTATION

• Lead Google Review Campaigns: Own the firm's ongoing strategy for generating client Google reviews, including timing outreach around positive case milestones and case closings.
• Review Request Communication: Draft and send review requests to clients via text, email, or in-person prompts from staff.
• Review Response Support: Draft or assist with reply templates for client reviews, helping maintain a consistent, professional firm voice online.
• Reporting: Track review volume and ratings over time and report progress to firm leadership.

CLIENT COMMUNICATION SOFTWARE & PROGRAM SUPPORT

• Program Ownership: Serve as the point person for the software and platforms used for client communication (e.g., text/email campaign tools, HONA client-communication features), ensuring they are configured and used effectively.
• Troubleshooting: Troubleshoot client-communication program and platform issues, escalating technical problems as needed.

ADMINISTRATIVE & CROSS-TEAM SUPPORT

• Maintain accurate client contact records and communication logs in Filevine.
• Collaborate with the marketing team to ensure client-facing messaging is consistent with firm branding and voice.
• Provide general administrative support related to client communications and clerical projects as assigned, including data entry, and reporting.
• Assist paralegals and attorneys with ongoing projects and tasks, including document preparation, printing, copying, scanning, and filing.
• Organize and assemble trial, deposition, and mediation binders, ensuring all documents, exhibits, and case materials are properly tabbed and indexed.
• Set up conference rooms for meetings and depositions, arrange seating, and confirm necessary equipment (projectors, video conferencing, exhibits) is available and functioning.
• Perform other duties as assigned to support client satisfaction and firm operations.

CONFIDENTIALITY

Handle all client, case, and firm information with the highest level of professionalism and confidentiality, in accordance with legal and ethical standards.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person