Client Experience Specialist

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.