What are the responsibilities and job description for the Client Experience Specialist position at Roybal-Mack & Cordova, P.C?
Position Summary
The Client Experience Specialist plays a critical role in ensuring every client feels supported, informed, and valued. This position is the front-line ambassador of the firm’s professionalism, communication standards, and values. The Specialist manages client intake, ongoing communication, scheduling, and follow-through, helping create a smooth, consistent, and positive experience across all stages of the client journey.
Position Details
Position Type: Full-Time
Experience Required: 2 years in client service, legal support, or professional services
Reports To: Chief of Staff
Location: Albuquerque
Key Responsibilities – Client Interaction & Support
- Serve as the primary point of contact for new and existing clients, providing timely, professional, and compassionate communication.
- Guide clients through the intake process, gather necessary information, and ensure their questions are answered promptly.
- Maintain proactive communication with clients regarding case updates, required documents, deadlines, and expectations.
- Monitor client satisfaction and escalate concerns to the appropriate attorneys or leadership.
Key Responsibilities:
– Intake & Case Coordination
- Conduct initial intake calls, document case details, and ensure accurate data entry into the firm’s case management system.
- Coordinate onboarding for new clients, including welcome packets, fee agreements, and required disclosures.
- Work closely with attorneys, paralegals, and functional leads to ensure clients receive seamless and timely support.
- Track open tasks and ensure internal follow-up is completed.
Key Responsibilities
– Communication & Documentation
- Prepare professional correspondence, appointment summaries, and follow-up messages to ensure clients understand next steps.
- Manage inbound/outbound calls, emails, online inquiries, and walk-ins.
- Update client files consistently and accurately in Clio or the firm’s case management platform.
Key Responsibilities
– Scheduling & Calendar Support
- Coordinate attorney/client meetings, mediations, consultations, and follow-ups.
- Ensure clients receive reminders, confirmations, and appropriate pre-meeting instructions.
Process Improvement & Client Experience Programs
- Participate in developing and improving client experience workflows, feedback surveys, scripts, and communication guidelines.
- Assist with firm events, client appreciation initiatives, and community outreach when needed.
Qualifications
- 2 years of client service or administrative experience in a law firm, medical, financial, or other high-touch professional environment.
- Strong verbal and written communication skills with a client-centered mindset.
- Ability to handle sensitive information with professionalism and discretion.
- Strong organizational and multitasking abilities.
- Experience with legal case management systems (Clio preferred but not required).
- Professional, polished, and calm under pressure.
- High attention to detail and ability to follow structured workflows.
Core Competencies
- Communication: Clear, empathetic, timely, and professional.
- Client Focus: Consistently provides a positive experience and anticipates client needs.
- Problem Solving: Identifies issues and escalates appropriately.
- Teamwork: Collaborates with attorneys, paralegals, and leadership.
- Accountability: Owns outcomes, meets deadlines, and follows through.
- Professionalism: Represents the firm’s values in every interaction.
Education
- High school diploma required; associate or bachelor’s degree preferred.
- Training in customer service, legal studies, or communications is a plus.
Work Environment
- Fast-paced, client-focused, professional legal environment.
- Frequent client interaction via phone, email, and in-person.
- Occasional support for events or meetings outside standard hours.