Customer Experience Manager (CEM)

Customer Experience Manager (CEM)Meridian Law Office | Cornelius, NC | Full-Time, In-Office$45,000–$52,000 Base SalaryTotal Compensation Opportunity: Up to $65,000 Annually with Commissions & BonusesAre You a People Person Who Loves Customer Service, Sales, and Making a Difference?Meridian Law Office, a growing North Carolina family law firm, is looking for a motivated, organized, and personable Customer Experience Manager to join our Cornelius team!This is more than an administrative position. You will be the first impression of our firm, helping prospective clients navigate important life transitions while playing a key role in our firm's growth.We're looking for someone who loves talking with people, is confident on the phone, enjoys achieving goals, and takes pride in delivering an exceptional customer experience.What You'll DoManage Prospective Clients: Respond to incoming leads, build relationships, and guide prospective clients through the intake process.Drive Client Retention: Schedule attorney consultations, follow up with prospective clients, and help convert consultations into retained clients.Coordinate Consultations: Conduct preliminary conflict checks, send reminders, manage scheduling, and prepare attorney consultation packets.Track Performance: Manage leads in Clio and create Excel reports tracking consultations, conversion rates, and new clients retained.Support Our Team: Assist attorneys and paralegals with administrative tasks, office mail, account collections, and daily office operations.Achieve Goals: Take ownership of performance metrics, client experience, and follow-up activities.What We're Looking ForRequired:Previous customer service and professional phone experience.Excellent communication and interpersonal skills.Strong organization, attention to detail, and follow-through.Comfortable discussing fees, scheduling appointments, and working toward performance goals.Proficiency with Microsoft Office, including Excel.Positive, professional, dependable, and team-oriented.Preferred:Undergraduate degree.Sales experience, including meeting sales quotas or performance targets.Previous law firm experience, preferably family law.Experience with Clio Grow or Clio Manage.Experience managing deadlines, tracking leads, or preparing reports.What We OfferBase salary of $45,000–$52,000, depending on experience and qualifications.Total annual compensation opportunity up to $65,000 through commissions and performance bonuses.Health insurance reimbursement.Cell phone reimbursement.Paid time off and paid court holidays.Quarterly team outings.A supportive, collaborative work environment.Opportunities for professional growth with an expanding law firm.Why Meridian Law Office?We believe exceptional client experiences start with exceptional people.At Meridian, you'll join a team that values accountability, collaboration, initiative, and celebrating success. Your contributions will make a direct impact on our clients and our firm's growth.Ready to grow with us? Apply today!Submit your resume and tell us why you'd be a great fit for Meridian Law Office.