Client Satisfaction Specialist

Firm Overview

Cleveland-based law firm dedicated to representing families in nursing home abuse and neglect lawsuits throughout Ohio. We are passionate about holding nursing homes and long-term care facilities accountable and providing compassionate, client-focused representation.

We are a growing, mission-driven team that values accountability, initiative, and a positive, problem-solving culture. We provide the systems for success, reward performance, and encourage professional growth. We expect personal responsibility and a willingness to learn and adapt.

We are seeking a Client Satisfaction Specialist to help prospective clients take the first steps toward hiring our firm and ensure that current clients remain informed, supported, and connected with their legal teams.

This is a full-time remote position requiring exceptional English fluency, strong telephone communication, and reliable availability during established working hours. We expect that this will be your only and primary job

Key Responsibilities
- Respond to new prospective-client leads the same business day whenever reasonably possible and no later than 24 business hours after receipt.
- Communicate with prospective clients by telephone, text, and email to obtain preliminary information and explain the consultation process.
- Follow up consistently with prospective clients and keep leads moving forward.
- Schedule qualified prospective clients with the Client Engagement Manager and provide confirmations and reminders.
- Send representation agreements and follow up until they are signed.
- Welcome and onboard new clients, including obtaining required forms, authorizations, identification, records, photographs, and other requested information.
- Work toward completing initial client onboarding within two weeks after the representation agreement is signed.
- Contact assigned clients quarterly to identify questions, concerns, updates, or changes in contact information.
- Help clients schedule calls with attorneys, paralegals, and other legal-tea ---------- mbers.
- Identify and immediately escalate urgent or sensitive client concerns.
- Maintain complete and accurate notes, appointments, follow-ups, documents, and client information in Actionstep.

This is not simply a receptionist or appointment-setting position. The Client Satisfaction Specialist is expected to take ownership of leads, contracts, onboarding, quarterly client contact, and scheduling requests without repeated reminders.

Minimum Requirements
- Exceptional spoken and written English.
- Clear, natural, and professional telephone communication.
- Strong listening, interpersonal, and client-service skills.
- Ability to communicate compassionately with elderly people, grieving families, and individuals under stress.
- Strong organizational, follow-up, and time-management skills.
- Confidence making outbound telephone calls and following up persistently.
- Ability to manage multiple leads, appointments, clients, documents, and deadlines.
- Ability to write clear and accurate summaries of conversations.
- Ability to recognize when a question requires assistance from an attorney or paralegal.
- Comfort using electronic calendars, forms, email, messaging platforms, and case-management or customer-relationship-management systems.
- Reliable internet service and a professional environment for client calls.
- Reliable availability throughout established working hours.
- Ability to maintain client confidentiality.

Fluency in English is a firm requirement because this position involves substantial telephone communication with prospective clients, current clients, attorneys, and other tea ---------- mbers.

Preferred Skills
- Experience in client service, customer success, intake, sales support, healthcare, legal services, insurance, or social services.
- Experience managing prospective-client or customer leads.
- Experience obtaining signed contracts or electronic documents.
- Experience onboarding clients or customers.
- Experience scheduling consultations or professional appointments.
- Experience communicating with people dealing with serious illness, injury, or death.
- Experience using Actionstep or another case-management or customer-relationship-management platform.
- Experience with Google Workspace, Slack, and Zoom.
- Ability to work independently in a remote environment while maintaining close communication with the team.
- Growth-oriented, accountable, calm under pressure, and open to feedback.

Prior legal experience is helpful but not required. Strong communication, empathy, judgment, organization, and follow-through are more important than familiarity with legal terminology.

Compensation & Benefits
- Competitive compensation, commensurate with experience.
- Full-time remote position.
- Paid time off and holidays.
- Training and support.
- Opportunities for professional growth.
- Meaningful work helping families affected by nursing home abuse and neglect.

Schedule
- Monday through Thursday: 11:00 a.m. to 8:00 p.m.
- Friday: 11:00 a.m. to 4:00 p.m.

Because prospective-client leads and client concerns require prompt attention, this is not a position in which assigned work may be completed at any time of day. Reliable availability throughout the workday and attendance at required virtual meetings are essential.

Why Join Us?
If you are warm, organized, persistent, and committed to providing excellent client service, you will thrive here. We reward initiative, value problem-solvers, and provide an environment where you can do meaningful work helping families seek answers and accountability.

The strongest candidates take ownership, follow through without repeated reminders, communicate problems early, remain calm when someone is upset, and accept and apply feedback.

How to Apply
Read these directions carefully. We take our hiring process seriously to ensure this is a great fit for both you and us.

Complete the application form here:
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Upload the following in PDF format:
- Résumé.
- Cover letter.
- References with contact information, including telephone number and email address.

In your cover letter, please answer:
- What interests you about this position?
- Why are you interested in helping families affected by nursing home abuse and neglect?
- Describe a position in which you were responsible for following up with leads, clients, patients, or customers.
- What system did you use to ensure that appointments, documents, and follow-up responsibilities were not overlooked?
- Describe a time you successfully communicated with someone who was emotional, frustrated, or under significant stress.

Please also state your current location, time zone, compensation expectations, availability, and earliest possible start date.

Qualified candidates will participate in an initial screening interview, followed by a more in-depth interview, a role-specific exercise, and reference checks.

Generic or incomplete applications will not be considered. If you do not follow these basic instructions, you will not hear back from us. We expect you to value our time, and we will value yours throughout the hiring process and as a member of our team.

Job Type: Full-time
Work Location: Remote