Client Concierge

The Murphy Law Firm; United States; Remote; USD 42,000; Full time

Job summary

An established industry player is seeking a Client Concierge to enhance client satisfaction and service. In this dynamic role, you will act as a trusted advisor, ensuring clients receive top-notch support and insightful information. Your responsibilities will include fostering strong relationships, promoting communication across departments, and implementing strategies to measure client satisfaction. If you are passionate about improving client experiences and enjoy a collaborative environment, this position offers an exciting opportunity to make a real impact on client success and retention.

Qualifications

• Impeccable customer service skills and knowledge of best practices.
• Strong written and verbal communication skills required.

Responsibilities

• Provide outstanding customer service and support clients during onboarding.
• Develop and implement an internal client success program.

Skills

Customer Service Skills

Communication Skills

Technical Software Aptitude

Analytical Skills

Organization Skills

Client Retention Strategies

Education

Two years of college/university

Tools

CLIO

Presentation Software

Job description

The Client Concierge will establish themselves as trusted advisors to both the client and the firm with strong domain knowledge of our overarching mission of superior client service. The concierge will be responsible for ensuring client satisfaction. They maintain expert knowledge of our products and services and provide clients with insightful information with the goal being to provide a better overall client experience. The concierge will implement a prescribed contact and satisfaction measurement strategy with new and existing clients via phone and email and, as a result, coordinate with the operations, professional, and legal teams to advocate for client needs and provide valuable information about their needs. They will perform outreach and measure the satisfaction of our existing clients.

Responsibilities:

1. Provide outstanding customer service to clients.
2. Establish and maintain customer relationships.
3. Support clients during the onboarding process.
4. Promote cross-departmental communication.
5. Work as a collaborative team member with Marketing and Intake teams and processes.
6. Provide high-level technical and product support to clients and team members.
7. Develop and implement an internal client success program that aligns with the firm’s goals.
8. Provide feedback on customer service policies and practices.
9. Report any unusual activity to supervisors.
10. Expedite client issues and requests with urgency as they relate to a client matter or the client’s relationship with the firm.
11. Communicate the position’s deliverables, objectives, and timelines to the Operations Team.
12. Conduct internal research to analyze CLIO and understand customer trends and behaviors by collecting, summarizing, and analyzing data.
13. Perform data entry duties regarding metrics, sales figures, and other key data as it relates to the role.
14. Support the Operations Team and Executives as needed.

Qualifications:

1. Impeccable customer service skills.
2. Knowledge of best practices in customer service and retention.
3. Maintain credible knowledge in the Family Law domain.
4. Proficient with applicable software applications.
5. Strong written and verbal communication skills.
6. Strong aptitude for technical software products.
7. Well-versed in client retention strategies.
8. Organization skills.
9. Analytical data interpretation and visualization skills.
10. Excellent time management skills.
11. Prioritization and collaborative skills.
12. General computer knowledge and presentation software.
13. Two years of college/university.
14. 2+ years of customer service experience.
15. History of achieving and consistently exceeding personal goals.
16. Enjoy being in a dynamic job where no task is above or below you.
17. A constant drive to improve the experience of our clients and our internal processes: "How can I make things better?"
18. Customer empathy. You empathize with customers and seek to solve problems from their perspective.

Compensation: $41,600 yearly