Client Experience Manager

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🔥 51 minutes ago

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Berry Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1965

📋 Compliance

🌍 Social Impact

🧘 Wellness

Compliance • Social Impact • Wellness

Berry Law is a law firm that specializes in providing legal representation for personal injury and criminal defense cases in Nebraska and Iowa. They offer a wide range of legal services, including veteran appeals, military law, and mass torts. The firm is known for its commitment to helping clients fight for their rights and achieve favorable outcomes in both personal injury incidents and criminal charges. Berry Law operates on a contingency fee basis for personal injury cases, emphasizing a client-first approach where they only get paid if the client wins. Their experienced team of attorneys is available 24/7 to provide consultations and legal support.

📋 Description

• Oversee daily operations of the Veterans Support Squad Contact Center, including phone, email, and task-based client support. • Ensure Veteran clients and their families receive prompt, professional, compassionate, and accurate assistance. • Monitor incoming call volume, email queues, task completion, response times, and service levels. • Assist with creating, managing, and adjusting staff schedules to ensure appropriate coverage across all communication channels. • Support workload distribution to maintain efficiency, responsiveness, and accountability. • Identify operational bottlenecks and recommend process improvements to enhance the client’s experience. • Reinforce five-star service standards in every client interaction. • Support the Director of Client Experience in improving the end-to-end Veteran client journey. • Handle escalated client concerns when needed, using strong de-escalation and conflict resolution skills. • Prepare and maintain regular reports on Contact Center performance, including call volume, email volume, task completion, response times, client satisfaction, productivity, quality, attendance, and other key metrics.

🎯 Requirements

• Bachelor’s degree in business, Communications, Psychology, Legal Studies, Human Services, Management, or a related field preferred; equivalent Contact Center experience will be considered. • Minimum 3–5 years of experience in client experience, customer service, contact center operations, client support, or a related field. • Minimum 1–2 years of experience supervising or leading a client-facing team. • Experience coaching, training, and developing staff in a high-volume communication environment. • Experience using CRM systems, phone systems, email platforms, task management tools, and Microsoft Office Suite. • Experience tracking team performance, preparing reports, and using metrics to improve service delivery. • Experience in a legal, healthcare, social services, military, Veteran services, or benefits-related environment preferred. • Familiarity with VA processes, Veteran benefits, or the unique needs of Veterans and their families strongly preferred.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities