Client Experience Coordinator

Are you a people-first professional who loves building relationships, improving systems, and making a real impact? At Grossman Young & Hammond, a nationally recognized immigration and international human rights law firm, we’re looking for a Client Experience Coordinator (CEC) to be the first point of contact for our clients and the driver of an exceptional client journey. This is more than an administrative role — it’s a strategic client-facing position for someone ready to own the end-to-end client experience. You’ll manage phones and scheduling, welcome clients with warmth, and coordinate onboarding, case openings and closings, and even transfers to and from other law firms. You’ll also track key metrics like client satisfaction and conversion rates, standardize communications, and provide insights that shape how we serve our clients. Key Responsibilities Serve as the first point of contact for calls, scheduling, and client hospitality Manage the full client journey, from intake to onboarding to case closure Handle case openings, closings, and transfers to and from other law firms Ensure referral sources and attorney origination are captured and communicated Standardize client communications and lead service recovery when needed Monitor response times, satisfaction metrics (NPS/CSAT), and conversion rates Deliver monthly client experience reports to leadership Provide limited administrative support (mail, supplies, reception coverage) What You Bring Strong communication skills and a client-first mindset Strong attention to detail High emotional intelligence and organizational instincts Experience in client success, customer service, or professional services support Tech-savviness with tools like Filevine, PracticePanther, QuickBooks, or Constant Contact Comfort handling confidential information with discretion Law firm experience preferred Qualifications Bachelor’s degree preferred (communications, business, marketing, or related field) 2–4 years of relevant client-facing or professional services experience Work Environment & Expectations Hybrid role with at least 3 in-office days per week (Bethesda, MD) Full-time, overtime-eligible position (40 hours/week) Occasional travel for firm-wide meetings or professional development Salary range: $55,000–$70,000, commensurate with experience Role requires careful handling of confidential data and adherence to security standards Must be comfortable using standard office equipment and sitting for extended periods Ready to join a mission-driven team that values excellence, innovation, and collaboration? Interested candidates should apply through the Grossman Young & Hammond Career Center. Candidates should upload their resume and a cover letter describing their interest and motivation to work in the field of international human rights and immigration law. We are an equal opportunities employer and welcome applications from all qualified candidates.

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