Client Engagement Specialist

Job description

About the Role The Client Engagement Specialist proactively supports both internal and external clients throughout the case lifecycle by providing education, timely updates, higher-level issue resolution, and responsive, empathetic outreach. In the Client Services model, "clients" include both internal functions such as the Operations Associate Attorney (OAA) team and external clients, the firm's own customers. This role strengthens trust and confidence in the firm's handling of client matters through clear communication, skilled de-escalation, and proactive problem-solving, stepping in on complex or recurring issues and supporting internal teams with backlog or overflow work as needed. Your Key Contributions Learn and research case types across practice areas to accurately advise clients on case status, next steps, and what to expect at each stage, based on SOPs, Attorney guidance, trainings, FAQ documents, and other approved communications. Proactively reach out to external clients at key case milestones to provide updates, answer questions, and confirm understanding of the process. Conduct outbound client engagement campaigns (e.g., check-in calls, satisfaction surveys, educational touchpoints) to strengthen the client relationship and surface concerns early. Indepentently manage escalated client issues requiring investigation, judgment, and coordination across departments to achieve timely and effective resolution. Use empathetic, de-escalation-focused communication to support clients experiencing frustration, confusion, or dissatisfaction with their case or the firm. Provide general information on payment plan options and connect clients to the Billing team for detailed account questions. Support the legal team by contacting clients regarding case updates, including denial decisions, clearly explaining next steps and available options per legal team guidance. Serve as a higher-level point of contact for complex or recurring client issues that require more than first-line resolution, applying sound judgment within established guidelines. Support internal client functions, such as the Operations Associate Attorney (OAA) team, by helping to clear backlog, manage overflow work, and proactively resolve internal service requests. Document all client interactions accurately in the firm’s systems and flag patterns or recurring concerns to leadership. Partner with Client Services, Billing, Legal Support, Operations Associate Attorneys and Training to identify service gaps and recommend solutions that improve the overall client-facing experience. Assist with educational content (FAQs, scripts, one-pagers), in English and Spanish where applicable Analyze recurring client concerns, case delays, and service issues to identify trends and recommend process improvement that enhance client satisfaction, service deliver and operational efficiency.. Assist with escalation phone calls from dissatisfied clients requesting additional information or support. What Makes You a Great Fit High School Diploma or equivalent experience; 1-3 years of client service, case support, or retention-related experience preferred Excellent problem-solving skills, sound judgment, and a customer-focused approach; comfortable working proactively across both internal and external stakeholders Excellent interpersonal and communication skills, both verbal and written Bilingual (English/Spanish) Proven ability to meet deadlines and manage time independently Decision Quality: Making good and timely decisions that keep the organization moving forward; relies on a mixture of analysis, wisdom, experience, and judgment when making decisions Collaborates: Building partnerships and working collaboratively with others to meet shared objectives Being Resilient: Rebounding from setbacks and adversity when facing difficult situations; confident under pressure Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Advanced client relationship management and customer service skills. Demonstrated ability to resolve complex client issues and manage escalations with professionalism and sound judgment. Strong analytical and problem-solving skills with the ability to identify trends and recommend process improvements. Excellent verbal and written communication skills with the ability to explain complex information clearly to diverse audiences. Proven ability to collaborate effectively across functions and build productive working relationships. Work Schedule Monday to Saturday availability required 9:00 AM to 10:00 PM schedules assigned within operating hours Employees work 5 days per week with 8-hour shifts Equipment Requirements For PC Users: A modern processor (Intel Core i5 or AMD Ryzen 5 from the last few years) Windows 11 (kept up to date) For Mac Users: A modern processor (Apple M1 chip or a recent Intel Core i5) A recent macOS (Ventura or newer) For Everyone: At least 8 GB of memory (RAM) to run applications smoothly A fast hard drive with sufficient available storage How You'll Benefit Lisinski Law Firm provides a comprehensive benefits package that supports the diverse needs of our employees and their families. We recognize the importance of health and well-being and are committed to fostering an environment where every team member can feel and perform at their bes t. Paid Time Off (PTO) – including vacation, sick leave, and personal days, consistent with the local country’s requirements. Paid Holidays – country specific public holidays. Locally aligned health benefits – such as medical, dental, vision, disability, and other required national benefits aligned to local laws and norms. Local payroll in native currency – with all taxes, social contributions, and statutory benefits automatically calculated and handled. Retirement or pension contributions – based on each country’s legal and cultural standards. Employee support and compliance protection – including access to local HR experts for questions about laws, culture, or benefits. Our Firm At Lisinski Law Firm , the commitment we show to our clients is matched by how we support and invest in our people. LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture. Whether you join Marketing, IT, Accounting, Legal, or any other function, your work matters. Every role contributes to meaningful, lasting impact in the lives of those we serve. Our Values At Lisinski Law Firm, we are driven by a client obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do. We work as true team players, delivering creative problem-solving and high-quality service to support families with excellence and care. About The Lisinski Law Firm Since 2020, Lisinski Law Firm has served as a dedicated humanitarian immigration practice committed to providing meaningful support to individuals and families seeking safety, stability, and a path forward. We frequently stand with clients who have been turned away elsewhere, offering both advocacy and care. Joining our Firm means becoming part of a team devoted to keeping families together and “Changing as Many Lives as Possible.”