Client Experience Specialist

The responsibilities of a Client Experience Specialist at Morgan & Morgan involve providing exceptional service to clients by handling a range of communications including complaint calls, emails, and survey responses. Specialists analyze client concerns to provide timely solutions, striving for one-call resolutions and maintaining positive relations while closely collaborating with other departments to address clients' needs efficiently.

To qualify for the Client Experience Specialist role at Morgan & Morgan, candidates should have a minimum of six months employment with the firm. Essential skills include strong critical thinking, the ability to multitask, problem-solving capabilities, and excellent verbal and written communication skills. It's important to be empathetic, flexible, and professional when interacting with clients.

Client Experience Specialists at Morgan & Morgan typically work during business hours from Monday to Friday, 8:00 am to 8:00 pm EST. While initial shifts are assigned based on seniority, new hires should be prepared to work flexible hours within that timeframe to best accommodate client needs.

Morgan & Morgan is dedicated to the growth and development of its employees, including those in the Client Experience Specialist role. The firm provides comprehensive training, ongoing support from experienced team members, and opportunities for career advancement, allowing specialists to continually enhance their skill sets while contributing to the firm's mission.

As a full-time Client Experience Specialist at Morgan & Morgan, you will benefit from a robust benefits package that includes medical and dental insurance, a 401(k) plan, paid time off, and paid holidays. The firm values its employees and believes that providing excellent benefits is vital for sustaining a positive work environment.

When faced with a tough client interaction, start by actively listening to the client’s issue. Acknowledge their feelings and problem, and reassure them that you’re there to assist. Use your problem-solving skills to explore viable solutions and work towards a resolution. If necessary, escalate to a supervisor while keeping the client informed throughout the process.

Highlight your relevant skills, such as communication, empathy, and problem-solving abilities. You can discuss your passion for consumer rights and the importance of providing exceptional customer service. By sharing your experience in similar roles, you can demonstrate why you’d be an asset to the Morgan & Morgan team.

Share a specific instance where you identified a client’s pain point, took the time to listen, and proposed a clear solution. Emphasize the steps you took to ensure their satisfaction and how you maintained a positive interaction, leading to a successful resolution and possibly even improved loyalty to the company.

Discuss your approach to multitasking, emphasizing your critical thinking and organizational skills. You might mention prioritizing tasks by urgency and impact or using tools to help keep track of client needs while ensuring every client feels valued and heard during interactions.

Discuss the importance of clarity and empathy in communication. You might mention techniques like paraphrasing client concerns to confirm understanding, asking clarifying questions, and maintaining a positive tone. Highlight your ability to adapt your communication style to the client’s preferences.

Explain that you view feedback as an opportunity for growth. Share your methods for processing constructive criticism and how it has positively impacted your work. Illustrate your willingness to adapt and improve based on insights from supervisors and clients.

State that you would take a proactive approach by gathering all available client information, checking company resources, and collaborating with colleagues. Emphasize your initiative in ensuring timely resolution and your commitment to keeping the client informed throughout the process.

Discuss qualities such as empathy, patience, strong communication skills, and resilience. Explain how these traits contribute to handling difficult situations and fostering a positive experience for clients, aligning with Morgan & Morgan's mission of being 'For the People.'

Emphasize the importance of being knowledgeable about company policies and resources to provide accurate information. Highlight your problem-solving abilities in identifying client needs efficiently, and your commitment to treating each call with care to ensure you resolve issues in a single interaction.

Express your admiration for Morgan & Morgan's commitment to consumer rights and advocacy. Share your personal or professional alignment with the firm’s mission and values, demonstrating your enthusiasm for being part of a team that prioritizes making an impactful difference.