Job Description
Block LLP is seeking an in-person Client Relations Associate to elevate the client experience at every stage of the case lifecycle. This role is focused on client satisfaction, retention, and referral growth ensuring every client feels supported, valued, and confident in our firm.
This is not a traditional administrative role. This position plays a direct impact on the firm’s reputation, online presence, and future case growth by creating meaningful, consistent touchpoints with our clients.
Requirements
Client Experience & Retention
- Serve as the primary point of contact for client experience initiatives across all case stages
- Proactively check in with clients to ensure satisfaction and address concerns before they escalate
- Monitor client sentiment and flag risks to leadership or case teams
- Create a consistent, high-touch client journey from intake through case resolution
Client Exit & Satisfaction
- Conduct client exit calls and/or surveys at case resolution
- Track and report on client satisfaction metrics (NPS, reviews, feedback trends)
- Identify patterns in feedback and recommend operational improvements
Reviews & Reputation Management
- Strategically request and secure 5-star reviews (Google, Yelp, etc.)
- Guide clients through the review process to maximize participation
- Monitor and respond (when appropriate) to online reviews
Referral Growth & Relationship Building
- Develop and manage client referral touchpoints (post-case follow-ups, thank-you outreach, etc.)
- Implement strategies to encourage repeat business and referrals
- Maintain ongoing relationships with past clients
Client Engagement Initiatives
- Coordinate birthday, holiday, and milestone outreach (cards, emails, small gifts, etc.)
- Assist in planning and executing client appreciation initiatives or events
- Help develop creative ways to keep Block LLP top-of-mind with former clients
Data Tracking & Reporting
- Maintain accurate records of client interactions and feedback
- Track KPIs related to client satisfaction, retention, and referral conversion
- Provide monthly reports with insights and recommendations
Qualifications
- 2+ years in client relations, customer success, hospitality, or similar role (legal experience is a plus)
- Exceptional communication and interpersonal skills
- High emotional intelligence and ability to handle sensitive client situations
- Detail-oriented with strong organizational skills
- Comfortable using CRM systems and tracking data
- Proactive, solution-oriented mindset
Benefits
Compensation & Benefits
- $23-30/hour DOE
- Robust PTO program, including time-off accrual and firm-recognized holidays
- 401(k) retirement savings program
- Performance-based bonuses tied to measurable impact and results
- Clear growth and advancement opportunities within a scaling organization
Culture & Perks
- Supportive, team-oriented environment built on accountability and collaboration
- Regular firm-wide events, team outings, and company celebrations
- Fully stocked kitchen with snacks, beverages, and coffee
- Growth-focused culture with meaningful advancement pathways
- Leadership team that values ownership, performance, teamwork, and excellence
