Client Experience & Reputation Specialist in Los Angeles, California at WEST COAST TRIAL LAWYERS APLC

West Coast Trial Lawyers is a top-ranked plaintiff firm recognized for its aggressive litigation strategy and proven trial results. With over $1.7 billion recovered for our clients, we represent individuals in complex, high-stakes personal injury and employment matters against major corporations and employers.

Position Overview

We are seeking a Client Experience & Reputation Specialist to take ownership of the end-to-end client experience across the firm. This role serves as a key point of contact for clients, ensuring clear communication, proactive follow-up, and a high level of service throughout the lifecycle of each case.

In addition, this individual will play a critical role in managing and enhancing the firm’s online reputation by driving client reviews, testimonials, and overall satisfaction. This is a high-impact, cross-functional role in a fast-paced environment where client experience and brand reputation are essential to continued growth.

Key Responsibilities

• Serve as a primary point of contact for client experience and satisfaction
• Proactively follow up with clients at key stages of their case
• Collaborate with intake, case managers, and attorneys to ensure smooth communication
• Manage and improve the firm’s online reputation (Google reviews, Yelp, etc.)
• Develop systems to consistently request and collect client reviews and testimonials
• Monitor client feedback and identify trends or operational gaps
• Maintain accurate tracking of client satisfaction metrics and feedback
• Turn positive client experiences into referrals and long-term relationships

• 1+ years of experience in client relations, customer experience, or similar roles (legal industry experience is a plus)
• Strong communication and problem-solving skills
• Ability to handle sensitive situations with professionalism and empathy
• Highly organized with strong attention to detail
• Comfortable working in a fast-paced, high-volume environment
• Experience with CRM systems (Salesforce or similar is a plus)

Preferred:

• Bilingual in Spanish (highly desired)
• Experience in a personal injury law firm or legal environment
• Familiarity with CRM systems (Salesforce or similar)
• Experience with online review platforms (Google, Yelp, etc.)

Hourly Range: $20.00-$28.00 per hour

West Coast Trial Lawyers offers a comprehensive benefits package that includes medical, dental, and vision insurance, a 401(k) with employer contributions, paid time off, sick leave, and holidays, along with firm-sponsored team lunches.