Client Experience Manager

GOLDLAW is a leading personal injury firm. It has topped the South Florida Sun-Sentinel’s top workplaces survey for three consecutive years. Our professional staff receives great pay, generous benefits, including a collaborative and welcoming environment. Whatever you are looking for in a workplace, we check that box. Putting you first - that is our commitment. We drive hard, but we play hard too. Come join the family! 

POSITION SUMMARY:

We have an immediate opening for a Client Experience Manager to join our team.

At GOLDLAW our Client Experience Manager is tasked with overseeing and enhancing the overall client experience within the Client Care Center team. This role involves leading a team of representatives, developing strategies to improve service quality and ensuring that clients receive compassionate support during difficult or vulnerable times following an incident. Our GOLDLAW Standard of care emphasizes educating clients about our standards while prioritizing their satisfaction and well-being.

GOLDLAW STANDARD OF CARE:

• All clients feel welcomed, heard, and valued.
• All clients will be treated with empathy, respect, and compassion.
• All clients will feel like VIPs…because they are.

The Client Experience Manager needs to be highly motivated to achieve and exceed goals, demonstrating strong sales and team leadership, relationship-building skills and a deep understanding of sales processes…all while keeping our clients’ needs and their experience front and center. This floor leader will be responsible for maintaining a high conversion rate from qualified leads into new clients by conducting regular meetings to focus on target goals and drive performance. 

DUTIES/RESPONSIBILITIES:

• Determines operational strategies by evaluating departments results and objectives. 
• Manages and meets financial targets by estimating performance requirements and preparing drafts of annual budgets. 
• Hands-on leader to manage leads, receive calls with the team and guide our Client Care Team to achieve client acquisitions targets and business growth while delivering excellent client service. 
• Team leadership to supervise and mentor a team of 6 professionals, and growing team to include hiring, training, mentoring, coaching, scheduling, and conducting performance evaluations.
• Collaborate with Marketing team members on projects and events as part of the service role. 
• Work with operation management to oversee, assess, and obtain daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol.
• Performance monitoring to develop and implement performance metrics and KPI (key performance indicators) to track team productivity linked to client satisfaction. Regularly review and analyze call performance data to identify areas for improvement. 
• Client interaction to ensure calls are handled with professionalism, empathy, addressing any issues or escalations promptly. 
• Process improvement capacity to continuously assess and improve call operations process and procedures to enhance efficiency, reduce call handling times and improve client service.
• Report and prepare regular reports on call center processes and procedures to enhance efficiency, reduce call handling times, and improve service. 
• Ensure legal call intake compliance is within the legal regulations, firm policies, and industry best practices. 
• Technology proficiency to over manage the call center software. CRM system and other relevant technologies to oversee the use of call center technology and tools, ensuring they are effectively utilized and maintained.

COMPENSATION & BENEFITS:

• Competitive Salary based on experience 
• Medical, Dental & Vision
• Group Life Insurance and Accidental Death & Disability
• Short -Term and Long-Term Disability
• 401K Retirement Plan with company matching
• 3 weeks paid time off (PTO)
• 10 paid holidays 

Qualifications and Skills:.

• Educations: Bachelor’s Degree in Business Administration, Management, Sales, or relevant field is REQUIRED.
• Minimum of 5 – 7years of experience in desired areas of; Customer service experience in hospitality, luxury brands, professional services or travel industry; call center and/or sales experience; Spanish language proficiency (preferable)
• Strong leadership and team management skills with the ability to motivate and guide a team. 
• Strong analytical skills to interpret data and make informative decisions. 
• Law firm experience a plus. 

CORE LEADERSHIP EXPERIENCE:

• Hands-on leadership skills to lead, motivate and manage a team of Client Care Center professionals.
• Communication abilities to write and speak to effectively interact with clients and professional staff.
• 3 years+ sales management experience.
• 3 years+ call center experience or phone sales.
• Strong analytical skills with the ability to interpret data and identify trends and implement solutions.
• Problem solving capacity to be proactive in resolving potential issues and actual issues while improving the process. 
• Technology proficiency to over manage the call center software. CRM system and other relevant technologies to oversee the use of call center technology and tools, ensuring they are effectively utilized and maintained.
• Utilize project management skills to prioritize tasks and responsibilities. 
• Sales management expertise to convert leads into clients that we serve. 
• Ability to manage and handle sensitive and confidential information with discretion.
• Bilingual in Spanish is a plus.
• Law firm experience is a plus

WORK ENVIRONMENT

This job operates in a professional office setting and works out in the field with the public at events as needed. This role routinely uses standard office equipment. Manual dexterity, physical mobility, and some physical strength/stamina.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to successfully complete most office tasks that require any physicality, which is limited in this position.