Our personal injury law firm based in Los Angeles, California, is seeking a dedicated Client Retention Specialist to join our team. The role focuses on ensuring high levels of client satisfaction, resolving issues, and fostering long-term relationships with our clients. The idóneo candidate will have a strong background in client satisfaction or customer service and be skilled in problem-solving, communication, and team collaboration.

Responsibilities:

- Client Interaction: Manage interactions with clients, handling difficult or dissatisfied clients professionally and empathetically. Convert negative experiences into positive outcomes when possible.

- Problem-Solving and Conflict Resolution: Address and resolve client complaints efficiently, prioritizing multiple client issues based on urgency and impact.

- Communication Skills: Ensure clear and effective communication with clients. Address unrealistic expectations and set appropriate boundaries when needed.

- Client Feedback and Improvement: Collect and analyze client feedback to identify areas for improvement. Develop and implement strategies, including client satisfaction surveys, to enhance service quality.

- Team Collaboration: Work closely with attorneys and staff to ensure consistent and high-quality client service. Advocate for client needs and ensure their concerns are addressed within the organization.

- Technical Skills: Utilize CRM software to track client interactions, follow-ups, and maintain accurate records of communications.





- Company-Specific: Gain familiarity with our firm's processes and culture. Develop and execute strategies to strengthen our client service reputation and drive client retention.

Qualifications:

- 1 year minimum experience in client retention or customer success role

- Advanced English proficiency (C1/c2 level, required).

- Strong problem-solving skills with a track record of resolving client complaints effectively.

- Excellent communication skills, both verbal and written.

- Experience with CRM software and tracking client interactions.

- Ability to work collaboratively with attorneys and other staff members.

- Enthusiasm for working in a personal injury law firm and contributing to client satisfaction.

Benefits and Perks:

- Independent contractor contract

- Working hours: Monday to Friday 8:30am to 5:30pm (Pacific Time Zone)

- 1 hour of lunch plus 30 minutes to take breaks.

- Paid time off and USA Federal Holidays

- Service Premiums will be paid every half and end of year.

- Work 100% remotely.

- Time Doctor (Software) for security and payroll purposes.

- Monthly salary

- Annual increase on the salary.

- Possibility of growing in the company.

Job Type: Full-time

Application Question(s)

- What is your desired monthly salary in USD?

Experience

- remote work: 1 year (Required)

- customer success/Retention: 1 year (Required)

Language

- Fluent English (Required)

Work Location: Remote

📌 Customer Retention Specialist (Bogotá)
🏢 Beverly Law Firm
📍 Bogotá