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Poulin | Willey Trial Lawyers is seeking a Client Experience Manager to join our highly skilled team, helping us deliver top-notch services and results to our clients. As the preeminent law firm specializing in personal injury litigation, workers compensation, and class and mass actions, we are looking for a Client Experience Manager who is passionate about providing exceptional customer support and improving the overall client experience. This role is pivotal in ensuring our clients always feel valued and informed throughout their legal journey, and will work closely with our lawyers and support staff to deliver timely and accurate communication to our clients. As a Client Experience Manager, you will help to amplify our brand and support our mission to be 'Everywhere for Everyone'.

What You'll Do:

• Client Engagement: Regularly connect with clients, making sure no client ever goes 30 days without hearing from us.
• Swift Introductions: Guarantee that our new clients receive a call from us within the first 24 hours of joining the Poulin | Willey law firm.
• Prompt Responses: Answer client callbacks in a timely manner, giving them comprehensive updates about their case.
• Accurate Disbursements: Handle and complete client disbursements efficiently and meticulously.
• Continuous Learning: Seek out new training opportunities, keeping yourself updated with the latest CEM processes to aid in the firm's operational efficiency.
• Team Collaboration: Work hand-in-hand with other departments, ensuring a seamless and pleasant client experience from all fronts.

What We're Looking For:

• Client-Centric Approach: Your primary focus should always be the client, making them feel valued and heard at all times.
• Philosophy: Navigate challenges with unwavering resilience, always looking at setbacks as stepping stones.
• Clear Communication: You can convey information clearly and transparently, keeping the firm's values in mind.
• Extreme Ownership: You stand by your actions and decisions, continuously striving for excellence and improvement.
• Dynamic Growth: Embody our ethos of always seeking growth, both at a personal and professional level.

Requirements

• Minimum of 3 years' experience in a client-focused role, preferably in legal services.
• Excellent communication skills, with the ability to communicate effectively with clients, lawyers, and support staff.
• Strong customer service orientation and experience managing customer service teams.
• Strong project management skills with the ability to manage multiple priorities and meet tight deadlines.
• Experience with CRM software and data analytics tools.
• Detail-oriented with excellent problem-solving skills.
• Passion for improving the client experience and delivering results.

Benefits

Benefits of Joining Our Team:

1. Consistent Payments: Enjoy a reliable income, paid directly to your bank account on the 15th and last day of every month.
2. Annual Performance Evaluations: Engage in biannual evaluations every June and December. Not only do we evaluate your performance, but we also value your feedback on our firm. Successful evaluations lead to opportunities for pay raises and increased responsibilities.
3. Tech-Ready: We've got you covered with all the IT equipment you need, just bring your own cellphone.
4. Generous Vacation Days: Start with ten paid vacation days annually, which doubles over time. Plus, after your first 90 days, you can start taking them. And for those little moments you need, enjoy three hours of personal time each month.
5. Recognized Holidays: Take a break on us during seven paid holidays each year.
6. Comprehensive Health Benefits: Choose between Blue Cross Blue Shield's Bronze or Gold plans. We contribute $250 or $270 monthly based on your selection. Plus, an additional $20 is allotted monthly for supplemental benefits like dental, vision, and more. Extend these plans to your family too.
7. 24/7 Telemedicine Access: Whether you're on our BCBS Health Plan or not, benefit from the First Stop Health telemedicine program. It offers instant consultations with doctors and counselors, ensuring you and your immediate family can get prescriptions and advice any time.
8. 401(k) Matching: Secure your future with our 401(k) match program. After six months, we match 100% of your contributions up to 3% of your paycheck and then 50% for the next 2%. For example, if you contribute 5%, we'll add an extra 4% from our side.

Join us and benefit from a comprehensive package that recognizes your value and anticipates your needs. We look forward to having you on board.