[Hiring] Client Engagement Specialist @The Lisinski Law Firm

Role Description

The Client Engagement Specialist proactively supports both internal and external clients throughout the case lifecycle by providing education, timely updates, higher-level issue resolution, and responsive, empathetic outreach. This role strengthens trust and confidence in the firm's handling of client matters through clear communication, skilled de-escalation, and proactive problem-solving.

• Learn and research case types across practice areas to accurately advise clients on case status, next steps, and what to expect at each stage.
• Proactively reach out to external clients at key case milestones to provide updates, answer questions, and confirm understanding of the process.
• Conduct outbound client engagement campaigns (e.g., check-in calls, satisfaction surveys, educational touchpoints) to strengthen the client relationship.
• Independently manage escalated client issues requiring investigation, judgment, and coordination across departments.
• Use empathetic, de-escalation-focused communication to support clients experiencing frustration, confusion, or dissatisfaction.
• Provide general information on payment plan options and connect clients to the Billing team for detailed account questions.
• Support the legal team by contacting clients regarding case updates, including denial decisions.
• Serve as a higher-level point of contact for complex or recurring client issues.
• Support internal client functions, such as the Operations Associate Attorney (OAA) team, by helping to clear backlog and manage overflow work.
• Document all client interactions accurately in the firm’s systems and flag patterns or recurring concerns to leadership.
• Partner with Client Services, Billing, Legal Support, Operations Associate Attorneys, and Training to identify service gaps and recommend solutions.
• Analyze recurring client concerns, case delays, and service issues to identify trends and recommend process improvements.
• Assist with escalation phone calls from dissatisfied clients requesting additional information or support.

Qualifications

• High School Diploma or equivalent experience; 1-3 years of client service, case support, or retention-related experience preferred.
• Excellent problem-solving skills, sound judgment, and a customer-focused approach.
• Excellent interpersonal and communication skills, both verbal and written.
• Bilingual (English/Spanish).
• Proven ability to meet deadlines and manage time independently.
• Decision Quality: Making good and timely decisions that keep the organization moving forward.
• Collaborates: Building partnerships and working collaboratively with others.
• Being Resilient: Rebounding from setbacks and adversity.
• Plans and Aligns: Planning and prioritizing work to meet commitments.
• Communicates Effectively: Developing and delivering multi-mode communications.
• Advanced client relationship management and customer service skills.
• Demonstrated ability to resolve complex client issues and manage escalations with professionalism.
• Strong analytical and problem-solving skills with the ability to identify trends.
• Excellent verbal and written communication skills.
• Proven ability to collaborate effectively across functions.

Requirements

• Monday to Saturday availability required.
• 9:00 AM to 10:00 PM schedules assigned within operating hours.
• Employees work 5 days per week with 8-hour shifts.

Equipment Requirements

• For PC Users: A modern processor (Intel Core i5 or AMD Ryzen 5), Windows 11 (kept up to date).
• For Mac Users: A modern processor (Apple M1 chip or a recent Intel Core i5), a recent macOS (Ventura or newer).
• For Everyone: At least 8 GB of memory (RAM) to run applications smoothly, a fast hard drive with sufficient available storage.

Benefits

• Paid Time Off (PTO) – including vacation, sick leave, and personal days.
• Paid Holidays – country-specific public holidays.
• Locally aligned health benefits – such as medical, dental, vision, disability, and other required national benefits.
• Local payroll in native currency – with all taxes, social contributions, and statutory benefits automatically calculated.
• Retirement or pension contributions – based on each country’s legal and cultural standards.
• Employee support and compliance protection – including access to local HR experts.