Client Retention Specialist

About the Role
We are looking for a Client Retention Specialist to maintain client relationships, address concerns, and help prevent clients from leaving the firm.
The ideal candidate can communicate well, handle complaints professionally, identify client issues, and follow up to ensure concerns are resolved.

Key Responsibilities

• Contact existing clients by phone, email , and text.
• Check in with clients to understand their experience and concerns.
• Identify clients who may be dissatisfied or considering ending services.
• Address complaints and work with the team to find solutions.
• Follow up with clients until their concerns are addressed.
• Reach out to unresponsive clients and those at risk of leaving.
• Explain available options and next steps clearly.
• Coordinate with attorneys and other departments to resolve client issues.
• Record client feedback, concerns, and follow-up actions.
• Track retention efforts and report recurring client issues.
• Escalate complex concerns to management when needed.
• Maintain accurate records and protect confidential information.

Qualifications

• Previous experience in client retention, customer service, account management, or client relations.
• Strong spoken and written English skills.
• Ability to handle complaints and difficult conversations professionally.
• Good communication, listening, and problem-solving skills.
• Ability to build relationships and maintain client trust.
• Strong organizational skills and follow-through.
• Ability to manage multiple clients and follow-ups.
• Familiarity with CRM or client management systems.
• Ability to work independently in a remote environment.

Preferred Qualifications:

• Experience in a law firm or legal services environment.
• Experience handling client cancellations, complaints, or retention efforts.
• Spanish-speaking ability.

How to Apply
Please submit your resume highlighting your experience in client retention, customer service, account management, or client relations.
Include examples of how you have resolved client concerns, maintained client relationships, or helped prevent clients from leaving.

fill up this form to apply: ----------