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GGRM Law Firm · 19 hours ago

Client Experience Specialist

Las Vegas,NV,US

Full-time

Onsite

Mid, Senior Level

$48K/yr - $85K/yr

5+ years exp

GGRM Law Firm is Nevada's premier injury law firm, dedicated to serving injured Nevadans for over 55 years. The Client Experience Specialist serves as a liaison for clients, utilizing personal law enforcement experience to understand and advocate for their needs while ensuring effective communication and exceptional service.

ConsultingProfessional Services

Responsibilities

Serving as the client’s primary point of contact and utilizing personal law enforcement background to establish rapport and build trust

Maintaining regular communication to understand the client’s needs, concerns, and overall satisfaction with GGRM’s services

Advocating for the client within the Firm, while utilizing personal law enforcement expertise to address the client’s unique requirements and concerns

Collaborating with internal teams to meet client needs and provide recommendations for improving client satisfaction

Developing and maintaining strong relationships with clients, leveraging personal law enforcement background to establish credibility, and understanding

Gaining insights into legal requirements and industry challenges and ensure personalized support and guidance

Collaborating with internal teams, including attorneys, paralegals, and support staff, to ensure prompt and high-quality service delivery to clients

Monitoring progress, proactively addressing issues, and updating clients throughout the engagement lifecycle

Implementing feedback mechanisms to gather insights on client satisfaction, preferences, and expectations

Analyzing feedback data to identify trends, areas of improvement, and opportunities for enhancing the overall client experience

Developing and executing strategies to nurture client relationships and enhance client retention rates

Utilizing personal law enforcement background to anticipate potential risks or issues impacting client satisfaction and take appropriate actions to mitigate them

Assessing and streamlining internal processes to improve efficiency and optimize the client experience

Collaborating with cross-functional teams to implement best practices and ensure consistent service delivery

Providing clients with relevant legal insights, updates, and industry trends, incorporating personal law enforcement knowledge to address their needs

Conducting client training sessions or presentations to enhance their understanding and engagement

Ensuring case management software (CMS) feed is cleared daily

Completing all assigned tasks by relevant deadlines

Documenting all relevant activity in CMS properly

Ensuring emails are cleared daily

Performing other duties as assigned

Qualification

Law enforcement experienceClaims management softwareLegal terminology knowledgeInterpersonal skillsCommunication skillsProblem-solving skillsOrganizational skills

Required

High School Diploma or equivalent

5+ years of law enforcement experience is required as an Officer or higher ranking, providing a solid foundation for understanding client needs and building trust

Strong interpersonal skills and the ability to establish rapport with diverse clients and internal stakeholders

Excellent communication skills, both verbal and written

Proactive problem-solving skills and the ability to anticipate client needs and challenges

Detail-oriented mindset with exceptional organizational and multitasking abilities

Proficiency in using claims management software (CMS) and other relevant tools

Commitment to providing exceptional client service and exceeding client expectations