Client Experience Specialist

Full time · $25.00 – $26.00 Hourly

Job Description

Job Summary

The Client Experience Specialist (CES) is the first point of contact for clients ensuring a welcoming and efficient front-office experience. This role includes handling administrative tasks for the Department of Legal & Victim Services, such as answering phones, managing appointments, maintaining records, processing payments, and welcoming walk-ins. The CES also provides support to staff and assists with daily operations. Our cases encompass multiple areas of public interest law (such as immigration, family law, probate law, etc.), and victim assistance for survivors of domestic violence and human trafficking. We are dedicated to helping our clients through their most difficult experiences with skill, empathy and determination.

Essential Job Duties

• Client Communication
  • Provide general information about the department’s services, while maintaining ethical and legal standards.
  • Act as the first point of contact with potential new clients, schedule appointments and collect basic information.
  • Answer phones promptly (aiming for first-ring responsiveness) to ensure positive and professional first impression.
  • Greet clients and visitors in a professional and welcoming manner.
  • Answer, screen, and direct phone calls promptly and professionally.
  • Monitor and follow up with all potential clients via phone, text, and email.
  • Answer a variety of general inquiries and/or refer to the appropriate person for further assistance and especially about urgent or time sensitive matters.
• Administrative Support
  • Make photocopies and scan files.
  • File and sort documents and correspondence.
  • Maintain office supplies inventory and place orders when necessary.
  • Process client payments promptly and accurately.
  • Ensure compliance with legal and organizational protocols, including proper handling of sensitive document.
  • Monitor the waiting area to ensure a safe and secure environment for all clients and staff.
  • Assist with filing and retrieving legal documents and case files.
  • Perform data entry and update client records in the firm’s database.
  • Attend training to become notary public and notarize documents when required.
• Coordination and Team Support
  • Liaise between clients and staff to ensure timely follow-ups.
  • Assist staff with admirative tasks as requested.

Qualifications

• • Must demonstrate excellent communication skills, a professional demeanor, and a strong commitment to providing exceptional customer service.
  • Strong interpersonal skills and the ability to build rapport with clients from diverse backgrounds.
  • Strong organizational skills with the ability to multi-task effectively.
  • Proficient communication skills for interacting with clients and staff daily.
  • Professional writing skills with proper grammar and punctuation.
  • Proficiency in Microsoft Office applications.
  • Ability to work independently or collaboratively, demonstrating initiative and sound judgment.
  • A team-oriented attitude with exceptional attention to detail.
  • Ability to handle sensitive information with discretion and maintain confidentiality.

Required Qualifications

Current Valid CPR Certification.

Bachelor’s degree (preferred)

Preferred Skills & Experience

• Customer service or legal experience preferred.
• Strong people and organizational skills.

Verbal and Written Skills to perform the job: Bilingual (English/Spanish) preferred.

La Maestra Community Health Centers is an equal opportunity employer and does not discriminate on the basis of race, religion, color, sex, national origin, age, sexual orientation, gender, disability or any other legally protected status.