What are the responsibilities and job description for the Client Experience & Reputation Specialist position at West Coast Trial Lawyers?
Job Type
Full-time
Description
West Coast Trial Lawyers is a top-ranked plaintiff firm recognized for its aggressive litigation strategy and proven trial results. With over $1.7 billion recovered for our clients, we represent individuals in complex, high-stakes personal injury and employment matters against major corporations and employers.
Position Overview
We are seeking a Client Experience & Reputation Specialist to take ownership of the end-to-end client experience across the firm. This role serves as a key point of contact for clients, ensuring clear communication, proactive follow-up, and a high level of service throughout the lifecycle of each case.
In addition, this individual will play a critical role in managing and enhancing the firm’s online reputation by driving client reviews, testimonials, and overall satisfaction. This is a high-impact, cross-functional role in a fast-paced environment where client experience and brand reputation are essential to continued growth.
Key Responsibilities
West Coast Trial Lawyers offers a comprehensive benefits package that includes medical, dental, and vision insurance, a 401(k) with employer contributions, paid time off, sick leave, and holidays, along with firm-sponsored team lunches.
Salary Description
$20.00-$28.00 per hour
Full-time
Description
West Coast Trial Lawyers is a top-ranked plaintiff firm recognized for its aggressive litigation strategy and proven trial results. With over $1.7 billion recovered for our clients, we represent individuals in complex, high-stakes personal injury and employment matters against major corporations and employers.
Position Overview
We are seeking a Client Experience & Reputation Specialist to take ownership of the end-to-end client experience across the firm. This role serves as a key point of contact for clients, ensuring clear communication, proactive follow-up, and a high level of service throughout the lifecycle of each case.
In addition, this individual will play a critical role in managing and enhancing the firm’s online reputation by driving client reviews, testimonials, and overall satisfaction. This is a high-impact, cross-functional role in a fast-paced environment where client experience and brand reputation are essential to continued growth.
Key Responsibilities
- Serve as a primary point of contact for client experience and satisfaction
- Proactively follow up with clients at key stages of their case
- Collaborate with intake, case managers, and attorneys to ensure smooth communication
- Manage and improve the firm’s online reputation (Google reviews, Yelp, etc.)
- Develop systems to consistently request and collect client reviews and testimonials
- Monitor client feedback and identify trends or operational gaps
- Maintain accurate tracking of client satisfaction metrics and feedback
- Turn positive client experiences into referrals and long-term relationships
- 1 years of experience in client relations, customer experience, or similar roles (legal industry experience is a plus)
- Strong communication and problem-solving skills
- Ability to handle sensitive situations with professionalism and empathy
- Highly organized with strong attention to detail
- Comfortable working in a fast-paced, high-volume environment
- Experience with CRM systems (Salesforce or similar is a plus)
- Bilingual in Spanish (highly desired)
- Experience in a personal injury law firm or legal environment
- Familiarity with CRM systems (Salesforce or similar)
- Experience with online review platforms (Google, Yelp, etc.)
West Coast Trial Lawyers offers a comprehensive benefits package that includes medical, dental, and vision insurance, a 401(k) with employer contributions, paid time off, sick leave, and holidays, along with firm-sponsored team lunches.
Salary Description
$20.00-$28.00 per hour
Salary : $20 - $28