Client Experience Specialist - Trainer; Hybrid

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Full Time Phoenix, AZ, US

About Us For nearly 30 years, The Husband & Wife Law Team has set the standard in personal injury law through exceptional client service and strong legal results. Our mission is to thoughtfully guide people through adversity toward the best possible outcome, supported by a passionate team and systems designed to empower, improve, and evolve. We bring our commitment to excellence to our clients, community, and team every day.

About the Role The Client Experience Specialist
- Trainer turns client feedback and frontline observations into practical training, coaching, stronger communication, and consistently excellent service. This role combines live training, quality assurance, client follow-through, and cross-functional partnership to strengthen both the client experience and team capability. The ideal candidate is service-minded, highly organized, comfortable working across departments, and available to support some weekends and holidays as needed.

What You’ll Own

• Deliver engaging live training for active cohorts, monthly company onboarding, and targeted client communication skill
  -building.
• Audit client calls and translate observations into objective, actionable feedback for paralegals, attorneys, and managers.
• Maintain frontline credibility by participating in live queues, handling incoming and outgoing client calls, and supporting responsive follow-through.
• Proactively collaborate with attorneys, paralegals, and internal departments to resolve client concerns, move cases forward, and serve as the voice of the client.
• Document client interactions, feedback, coaching insights, and case-related updates clearly so teams have accurate, timely information.
• Prepare tailored learning content, FAQs, guides, office hours, assessments, and follow-up resources that reinforce strong performance.
• Partner with managers to share trends, align priorities, support service-level expectations, and close feedback loops.
• Strong facilitation, coaching, and written communication skills.
• Sound judgment when interpreting client feedback, call-quality observations, and service trends.
• Ability to move confidently between training delivery, quality analysis, client service, documentation, and preparation.
• Highly effective time management, organization, planning, and follow-through.
• Empathy, patience, adaptability, and a client-first approach when navigating challenging conversations.
• Ability to work independently while collaborating cross-departmentally with attorneys, paralegals, managers, and support teams.
• Strong attention to detail with the ability to see the bigger picture and connect related trends or issues.
• Analytical, process-oriented mindset with strong critical thinking and creative problem-solving skills.
• Solid computer skills, including Microsoft Office, Excel, PowerPoint, and legal CRM systems.
• Knowledge of personal injury cases or litigation is a plus.
• Two or more years of proven relevant work experience.
• A can-do attitude and willingness to roll up your sleeves to contribute to the firm’s overall success.

Why Join Us?

At The Husband & Wife Law Team, you’re not just taking a job—you’re joining a mission. We are a family-run firm with nearly 30 years of experience helping people navigate tragedy, recovery, and meaningful change. Our work is personal, purposeful, and rooted in compassion.

We are proud to be a Certified Great Place to Work® six years in a row and a Top Workplace since 2022. What makes us special is how we live our values every day by building a culture where team members are supported, empowered, and celebrated—because that is how we deliver the best outcomes for our clients.

You’ll be part of a team guided by values that shape every decision, conversation, and client experience.

What We Offer

• Competitive pay with growth potential
• Health, dental, vision, and life insurance
• 401(k) with company matching
• Paid time off & paid family leave
• Health savings account (HSA)
• Team appreciation events, employee discounts & much more

Whether you’re here to grow your career, make a difference, or be part of something bigger, we’ve built a place where you can do meaningful work with a team you enjoy working alongside.