Client Experience Manager

Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Prestige Legal Solutions, P.C. Prestige Legal Solutions, P.C. is a full-service lemon law firm based in Los Angeles, CA. Our law office represents California clients who have been sold a defective vehicle that qualifies as a lemon. The Client Experience Manager is a full-time, hourly, offshore position responsible for supporting legal operations, managing client interactions, and ensuring a seamless client experience. Success in this position requires outstanding communication skills, a high level of empathy, and the ability to effectively deescalate concerns while maintaining professionalism and composure. The ideal candidate is proactive, solution-oriented, and committed to building trust through consistent follow-through, clear updates, and accurate documentation. The Client Experience Manager collaborates closely with attorney and operational teams to streamline communication and ensure client satisfaction. The role is essential to upholding the firm’s standard of exceptional customer service, positive client outcomes, and ensuring each client experience reflects our firm’s values. Attributes of this position include: The ideal candidate will demonstrate: Exceptional attention to detail Strong critical-thinking abilities A desire to learn and grow within the organization A solutions-oriented mindset Leadership capability Excellent communication and interpersonal skills High-quality customer service skills and deescalation skills Self-motivation and organizational discipline Ability to interpret information and provide thoughtful analysis Ability to work productively within a team environment Proficiency with computers and common software applications Ability to effectively handle high volume of calls and client interactions Responsibilities: Serve as the primary point of contact for clients, providing clear, professional, and timely communication on case updates and service inquiries. Guide clients in understanding legal processes, required documentation, and next steps while ensuring accuracy and clarity. Manage high-volume inbound and outbound communication via phone, email, and client portals. Resolve client concerns efficiently, escalating complex issues to appropriate legal personnel when necessary. Provide consistent, exceptional customer service. Offer feedback and recommendations to improve workflow efficiency and quality. Promote the firm’s philosophy and contribute to a positive, collaborative team culture. Daily and Ongoing Tasks: Client Communication Conduct introductory calls and set expectations for the legal process Maintain consistent communication with clients to gather updates and necessary information Communicate timely case progress and updates to the client Provide empathetic, clear, and professional responses to client inquiries Document Management Organize, track, and maintain case files and documentation Ensure accuracy and completeness of all collected materials Assist with drafting, reviewing, and distributing correspondence and case-related documents Case Coordination Collaborate with attorneys and staff to coordinate case activities and deadlines Schedule appointments, consultations, and other case-related events Compile data and case information to support legal strategies Administrative Support Perform general administrative duties including data entry, filing, and record organization Assist in preparing internal reports, presentations, and case updates Required Qualifications & Skills Prior experience in a legal support or administrative role preferred Excellent verbal and written communication skills Strong customer-service abilities Ability to maintain exceptional customer service in a high-volume environment High-level organizational and multitasking skills Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) Ability to handle confidential and sensitive information with discretion Independent thinker with the ability to identify and propose solutions to client or business challenges Team-oriented with a professional, collaborative approach Ability to manage multiple client relationships and understand case progression Preferred experience with firm-used business applications such as HubSpot, AirCall, PandaDoc, Microsoft Office, and FileVine Bilingual or multilingual proficiency required, with Spanish strongly preferred This is an Offshore role and offers a pay rate of $8 per hour. Prestige Legal Solutions P.C. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, termination, leave of absence, compensation, benefits, training, as well as disciplinary action. Prestige Legal Solutions P.C. makes hiring decisions based solely on qualifications, merit, and business needs at the time. #J-18808-Ljbffr