Customer Service Manager
Beckett Law, LLC
Hartford, CT US
Posted ago
Beckett Law, LLC

We are looking for someone to take on a new position as a Client Experience Specialist. This person will be familiar with every client in the firm and will be responsible for monitoring client contact, for reaching out on a regular basis via telephone or randomized surveys to assess satisfaction with the client experience, and taking steps to repair any negative impressions as quickly as possible. This position is ultimately responsible for tracking whether we have provided a positive client experience, and reporting to Management as to net promoter score and other data points.

We hire passionate, outgoing, motivated, goal-oriented, organized, customer-focused problem solvers who have great communication skills and a desire to earn more in a highly competitive, fast-paced environment.

Must have legal experience, but this is not a paralegal or legal assistant role.

Responsibilities

  • Build, maintain and improve client relationships
  • Monitor and assess the Firm's success in providing a positive client experience, and propose specific areas of improvement by making outgoing phone calls, triaging issues, and coordinating responses via collaboration with colleagues
  • Promptly respond to Client questions, complaints, and comments according to our protocols for excellence.
  • Find ways to measure what's working and what's not and report progress to Management weekly.
  • Expand client CARE program by enrolling additional clients throughout the year by communicating the value

Qualifications

  • Legal experience
  • A great conversationalist and email writer, with the ability to quickly build rapport and credibility.
  • Outgoing, upbeat personality with the ability to problem-solve based on common sense solutions
  • Experience with goal setting, and ability to self-motivate to meet and/or exceed agreed-upon quarterly goals
  • Documented history of achieving and consistently exceeding personal and professional goals.
  • Passion for improving the experience of Clients and our internal processes: "How can I make things better?"
  • BA or BS preferred

Compensation
$40,000 +
About Beckett Law, LLC

Beckett Law, LLC is the parent company to 2 subsidiary law firms, handling bankruptcy, estate planning, and probate matters. We are located in West Hartford, CT, and represent people all across Connecticut.


We believe in compassionate, caring, and competent service. We hold all employees to a high standard, with an emphasis on quality legal work and superior customer service. Our employees work collaboratively to provide the most efficient services possible.


All applicants must be technologically savvy, quick learners, willing to adapt to new protocols, software, and efficiency standards. All employees are reviewed based on production and accuracy, and those that are able to meet and exceed their goals are rewarded accordingly.

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