Client Experience Coordinator

Z.A. Lawyers & AlderLaw

About the Role

Z.A. Lawyers and AlderLaw are premier plaintiff-side law firms dedicated to advocating for justice and client empowerment. We pride ourselves on delivering exceptional service with compassion, integrity, and impact. The Client Experience Coordinator plays a central role in ensuring every client feels informed, valued, and supported from first contact through case resolution.

This position blends customer service excellence, professional communication, and operational coordination to enhance the overall client experience and strengthen the firm's reputation for care and responsiveness.

Key Responsibilities

Client Communication & Support

• Serve as the first point of contact for incoming client inquiries (phone, email, web, walk-ins), ensuring a warm, professional, and compassionate tone.
• Schedule consultations, follow-ups, and meetings between clients and attorneys.
• Maintain ongoing communication with clients regarding case status updates, next steps, and important deadlines.
• Anticipate client needs and proactively provide information and reassurance throughout the legal process.

Experience Management

• Implement client satisfaction surveys and feedback mechanisms to ensure continuous improvement.
• Maintain high standards of hospitality in the firm's reception and meeting areas—ensuring clients feel welcome, comfortable, and cared for.
• Assist in client appreciation initiatives, events, and milestone communications.

Administrative Coordination

• Support intake documentation, data entry, and CRM (Client Relationship Management) systems.
• Collaborate with the legal and administrative teams to ensure efficient case handoffs and consistent communication.
• Track and manage follow-up touchpoints to ensure client questions are answered promptly and thoroughly.

Cross-Department Collaboration

• Partner with marketing and development teams to align on brand tone and client communication standards.
• Participate in staff meetings and trainings to improve the firm's client service and workflow systems.

Qualifications

• 2+ years of experience in client service, hospitality, or communication-focused roles (experience in a law firm or professional services preferred).
• Strong written and verbal communication skills with a professional, empathetic demeanor.
• High attention to detail, organization, and follow-through.
• Ability to multitask and manage shifting priorities in a fast-paced environment.
• Familiarity with CRM systems, case management software, and Microsoft Office Suite (experience with Filevine or Clio a plus).
• Bilingual (Spanish/English) highly preferred.

Ideal Candidate Traits

• Naturally warm, polished, and professional in tone and demeanor.
• Emotionally intelligent and comfortable communicating with clients in sensitive or high-stress situations.
• A proactive problem-solver who takes ownership of the client journey.
• Enthusiastic about representing firms that champion justice, fairness, and empowerment.

Compensation & Benefits

• Competitive salary commensurate with experience
• Health, dental, and vision benefits
• Paid time off and firm holidays
• Opportunities for professional development and advancement
• Supportive, team-oriented work environment

Job Type: Full-time

Pay: $ $28.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Client Experience Coordinator – Candidate Questionnaire

Z.A. Lawyers & AlderLaw

Delivering a White-Glove Legal Experience for Every Client

Please answer briefly:

How do you handle difficult or upset clients while maintaining professionalism?

What habits help you stay accurate and organized in a busy environment?

How do you show empathy while keeping professional boundaries?

What does "white-glove client experience" mean to you?

Describe a time you solved a client or communication issue proactively.

How would you handle a client waiting 20 minutes for a delayed attorney?

Why do you want to work with a justice-driven law firm like ours?

Are you bilingual or multilingual? Which languages?

Please rate your proficiency in client communication and empathy on a scale of 1–10: ____

Work Location: Hybrid remote in Valley Village, CA 91607