Conduct new client welcome meetings and explain client portals and tools.
Address client complaints by coordinating meetings and documenting outcomes.
Track and manage client concerns through defined CRM workflows.
Distribute and analyze client satisfaction surveys at key case milestones.
Deliver weekly and monthly client engagement and satisfaction reports.
Collaborate daily with internal team members regarding client feedback and follow up.
Serve as the primary liaison between the firm and existing clients.
Schedule and confirm client appointments and follow ups.
Maintain accurate and up to date client records in CRM and case systems.
Respond promptly to client calls, emails, and service requests.
Organize and conduct monthly client satisfaction check ins.
Send client satisfaction surveys.
Make outreach calls to former clients to maintain relationships and identify referral opportunities.

Minimum of 1 year of experience in customer service, client relations, or account management and/or related.
High level of comfort with scheduling tools, VoIP systems, and Microsoft Office suite.
Advanced/native-level English skills (both written and spoken).
Comfortable making 16–30 calls per day.
Experience in client-facing roles required.
Ability to work independently and collaboratively.
Education and or work experience equivalent to a bachelor’s degree.

Virtual Client Engagement Specialist

Key skills