Client Experience Strategist

• →Omni Comms Support and Project Work: Act as an omni comms champion, providing support, training, and initial setup for teams.
  • →Assist and collaborate with team members assigned to specific client accounts in learning omni channel communication technologies and best practices.
  • →Identify and flag items that require the attention of leadership, attorneys, practice support, or other relevant stakeholders.
  • →Contribute to projects focused on optimizing the use of omni comms technology, including participation in audits, cleanups, insights & reporting, and mitigation efforts.
• →Support for Ongoing and Future Pilots: Refine responsibilities for CX Specialists based on pilot objectives.
  • →Document modified workflows and share insights with stakeholder groups.
  • →Participate in gathering lessons learned, findings, and recommendations to enhance operational efficiencies.
• →Conversational View Support: Respond to FN inquiries following the Comms Directory guidance leveraging macros, recommended templates, tags, etc. where applicable.
  • →Escalate substantive, legal strategy, and case-specific inquiries to corresponding contacts within the legal team.
  • →Monitor Intercom traffic and response performance for client accounts.
  • →Assist in creating and distributing client-specific reporting as needed.
  • →Provide feedback and recommendations to improve Omni Channel Communications adoption across BAL.

• Bachelor's degree in Communications, Business Administration, or a related field. Advanced degree preferred.
• 2 years’ experience in leveraging technology communication platforms experiences within a legal or professional services setting.
• 2 years’ immigration and/or relevant industry experience
• Proficiency in Intercom or other omni channel communication technologies preferred.
• Strong knowledge of when to escalate issues to attorneys or other critical stakeholders.
• Strong customer-centric mindset as it relates to communications by channel, response times, workflow experiences, etc.
• Exceptional communication, problem-solving, and multitasking abilities.

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.