V103 - Client Happiness Coordinator | Client Success Specialist

For ambitious, culturally diverse, curious minds seeking booming careers, Job Duck unlocks and nurtures your potential. We connect you with rewarding, remote job opportunities with US-based employers who recognize and appreciate your skills, allowing you to not just survive but thrive. As a lifestyle company, we ensure that everybody working here has a fantastic time, which is why we’ve earned the Great Place to Work Certification every year since 2022!

The Client Success Specialist plays an important role in strengthening client relationships, improving retention, reducing churn, and creating meaningful opportunities for continued engagement with Job Duck. This role focuses on proactive and authentic communication with current and former clients, unretained leads, and referral sources, ensuring that each interaction leaves people feeling valued, supported, and heard. The ideal candidate will combine strong organization and attention to detail with empathy, confidence, and a genuine desire to help others.

This position is well suited for someone who is comfortable working in a fast paced, technology driven environment and who takes initiative in identifying opportunities to provide value, strengthen relationships, and support business growth.

Monthly Compensation: 1,060 to 1,150 USD

• Conduct routine check in calls with current clients.
• Help manage and gatekeep attorney calendars by appropriately scheduling client appointments.
• Return voicemail calls from current clients.
• Identify recurring client needs, concerns, or patterns and communicate relevant trends to leadership.
• Identify opportunities to reengage lapsed leads and help move them closer to resolution.
• Ask thoughtful questions, actively listen to client concerns, and respond with empathy, professionalism, and a solutions oriented mindset.
• Develop and maintain strong relationships with current and former clients.
• Handle inbound calls from current clients and appropriately reroute calls that belong to other departments.
• Support the firm’s client retention and growth objectives through consistent, proactive, and meaningful communication.
• Cultivate positive client relationships that can lead to referrals, repeat business, and positive word of mouth.
• Perform general administrative duties, including handling phone calls, maintaining client calendars, sending mailings, and managing general communication.
• Track and report weekly call volume, lapsed lead conversion, and meaningful client touchpoints.
• Maintain accurate records of client interactions, call outcomes, updated client information, referrals, and required follow up actions within the CRM and Case Management systems.
• Proactively contact clients who send messages to determine whether they would like to schedule an appointment.
• Contact law enforcement agencies to follow up on the status of requested reports when assigned.
• Make outbound calls to former clients, current clients, unretained leads, and referral sources to check in, follow up, and offer assistance.
• Provide proactive updates to clients following court appearances or scheduling changes based on information provided by attorneys.
• Encourage online reviews, referrals, and newsletter opt ins when appropriate and in an authentic, non forceful manner.
• Identify potential opportunities for additional services and referrals and document them appropriately.
• Identify opportunities to provide value beyond legal services by making appropriate referrals through the firm’s curated Team 100 list.
• Contact District Attorney offices to follow up on the status of discovery when requested.
• Contact District Attorney offices on Mondays to determine whether charges have been filed against current clients with precharging matters.
• Sched…