Client Experience Specialist

Grow with us! We are featured in Inc. Magazine's prestigious 2023 Inc. 5,000 Fastest-Growing Private Companies List and are the 25th fastest-growing private company in the entire state of Louisiana!

Do you find satisfaction in helping people and making a difference in their lives and the lives of their communities? Laborde Earles is committed to providing quality representation to our clients and being fully attentive to their needs, which starts by providing the same favorable environment for our team members. Join us in standing up for our clients, with our community, by our work, and beside each other!

The Opportunity

We are looking for a highly innovative Client Experience Specialist to assist our legal teams with our client experience model. The Client Experience Specialist works to create a memorable and positively impactful client journey throughout the entire legal process from file intake to case resolution and beyond. This is an ideal position for a customer-service driven, self-starter with expertise in social work, marketing or business-related roles, who would like to join our growing and high performing team. As part of our team, you will support our success by building trust with our clients and ensuring their experience reflects the highest standard of care. This role requires exceptional communication, organization and prioritization skills and an empathetic mindset. A successful candidate for this role will be a social adept professional with a proven track record of handling confidential information and implementing process improvement initiatives.

Objective

Serve as the primary liaison between the firm and our clients by ensuring each client feels heard, supported, and valued throughout every stage of their legal journey from initial intake to case resolution and beyond.

Desired Outcomes

1. Accountable for client relationship management

   • Serve as the primary point of contact for clients outside of legal discussions.

   • Monitor client progress through each stage of their case and post-resolution.

   • Proactively reach out to clients for regular wellness check-ins and updates.

   • Respond to client concerns in a timely and empathetic manner, escalating issues appropriately.

   • Assist Handling Teams with crisis management on catastrophic cases.

2. Accountable for communication oversight

   • Ensure attorneys and paralegals are maintaining consistent communication with clients.

   • Audit case management software (Litify) and internal systems to track frequency and quality of attorney/paralegal outreach.

   • Follow up with Handling Teams when communication gaps are identified.

3. Accountable for client data and tracking

   • Create and manage a robust client database that includes:

     o    Client contact history and notes;

     o    Assigned attorney/paralegal;

     o    Stage of the legal process;

     o    Summary of client feedback, survey responses, and satisfaction ratings.

   • Maintain detailed logs of all client interactions, concerns, and resolutions.

4. Accountable for survey and feedback management

   • Monitor Net Promoter Score survey responses.

   • Respond personally to any negative feedback or dissatisfaction reported via surveys.

   • Add all survey data to client profiles and identify trends in client satisfaction.

5. Accountable for reporting and analysis

   • Provide monthly reports detailing:

     • Volume and nature of client interactions;

     • Key concerns or complaints;

     • Communication performance by legal teams;

     • Overall client satisfaction metrics.

   • Offer insights and recommendations for improving the client experience based on data.

6. Accountable for internal relationship building

   • Build strong working relationships with attorneys, paralegals, and staff.

   • Act as a bridge between clients and internal teams to ensure seamless communication.

   • Collaborate with the Client Experience Manager to improve client service initiatives and resolve systemic issues.

Skills/Abilities:

• Self-starter with excellent time management and organizational skills

• High emotional intelligence with strong listening and problem-solving abilities

• Ability to remain calm and professional when dealing with upset or distressed clients

• Strong interpersonal and communication skills

• Technologically savvy; able to learn and work within CRM and case management systems

• Detail-oriented with a natural inclination toward process improvement

• Comfortable working independently and collaboratively

• Professional demeanor and discretion when handling confidential information

• Willingness to perform any/all tasks as assigned by supervisor and/or firm leadership in support of the firm’s growth and success

Preferred Education and Experience:

• Bachelor’s degree in Business, Marketing, Social Work or relevant field or equivalent experience

• At least three years of experience successfully navigating client or customer relations

• Proven track record of implementing successful process improvement initiatives

• Proven track record of foreseeing potential issues and proactively solving them ahead of time to reduce risk

• Strong record of meeting deadlines

• Familiarity with marketing, engagement and brand visibility

• Experience in the legal field is a plus

• Spanish-speaking is a plus

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer

• Must be able to lift up to 15 pounds at times

The Perks of Being Part of Our Laborde Earles Community

• Optional companywide events allowing you to play as hard as you work, such as Crawfish Boils, Christmas parties, Retreats, and more!

• Work-life balance is encouraged as we consider 36.5 hours your full-time requirement and we rarely exceed a 40-hour workweek. We prefer you work to live, not live to work.

• We celebrate life's little (& big) moments with you from birthdays and work anniversaries to marriages and births, as well as, support you when the going gets tough from procedures/hospitalizations to loss of a loved one.

• Collaboration and team member rapport is cheered and emboldened.

• We offer many competitive benefits upon eligibility waiting periods:

  • Company-paid Short-term disability & Life/AD&D;

  • Health, vision, dental, long-term disability, critical illness, and additional life insurance policies upon eligibility waiting periods;

  • 401(k) upon eligibility waiting periods;

  • PTO, paid holidays (10), and paid maternity leave;

  • Health Savings Account (HSA), Flexible Spending Accounts (FSA), including dependent care;

  • Employee Assistance Program (EAP).

Who We Are

We are a team and community-oriented personal injury law firm dedicated to winning for our clients who have had their lives turned upside down from injuries through no fault of their own. With multiple offices across Louisiana, we focus on ensuring people get maximum monetary compensation for various types of personal injuries or loss of a loved one from incidents like car wrecks, truck accidents, offshore, and workplace injuries. Our founders joined forces to build the premier law firm in Louisiana. With over 250 years of combined experience, our attorneys have earned a powerful reputation and have been nationally recognized as top trial lawyers. As a dedicated and high-performing team, we pride ourselves in our core values: All In, Work Hard, Play Hard, Honorable, Cutting Edge, Community, and Winners, Not Whiners. With all the proper tools in place, our mission is to stand up for our clients, stand with our community, stand by our work, and stand beside each other. You may begin your journey with Laborde Earles for many different reasons, but you stay for the team.

Our Core Values

All In: Being fully committed to a task or endeavor. Giving 110% for the team and our common goals.

Work Hard, Play Hard: Emphasizing work life balance. Putting in the hard work for the clients that depend on us as well as turning work-mode off sometimes to add fun, laughter, and relaxation into our routines.

Honorable: Making moral and just decisions, having an ownership mentality, being reputable and respectable through your work product, client and teammate interactions, and personal and family life.

Cutting Edge: Having the most advanced or newest version of a product or service, ensuring that we are functioning at our highest capacity as a firm, both effective and efficient.

Community: Being a pillar for the surrounding area and the people within by rallying for and supporting them through giving back and volunteering. Supporting the constant growth and improvement of ourselves and each other.

Winners, Not Whiners: Being a team-player even when the going gets tough to support the goals of our team and the firm, maintaining a positive outlook through the day-to-day challenges and setbacks, celebrating the wins and successes, being willing to step in and help for the sake of the common goals we strive to achieve.