Description
Client Experience Associate
Renier Hotopp Law Offices, LLC
On-site | Monday-Friday, 8:30 AM - 5:00 PM CST
Full-Time | Compensation: Based on Experience
Build and Lead Client Experience in a Growing Family Law Firm
Renier Hotopp Law Offices is seeking a Senior Client Experience Associate to take ownership of the client journey and help strengthen our systems, communication, and collections processes.
This is not an entry-level role. We are looking for a confident professional who can manage client relationships, handle high-pressure conversations, and contribute to building a stronger, more efficient client experience program.
If you have experience in client success, account management, collections, or legal client services and you're comfortable having direct conversations about expectations and payments, this role is for you.
About the Firm:
Renier Hotopp Law Offices is a boutique Wisconsin family law firm with offices in Burlington and De Pere. We focus exclusively on divorce, custody, and family law matters, providing compassionate guidance and results-driven representation.
Who You Are:
- Confident and comfortable having direct conversations with clients
- Able to stay composed when dealing with frustrated or high-emotion situations
- Strong sense of ownership and accountability
- Business-minded-you understand how client experience impacts revenue and retention
- Proactive, resourceful, and solutions-oriented
Why Join Us:
- High-impact role with growth potential
- Collaborative and supportive team environment
- Opportunity to help build and improve a critical function within the firm
What Success Looks Like:
- Clients feel informed, supported, and confident throughout their case
- Strong response times (within 24 hours)
- Increased positive reviews and client satisfaction scores
- Improved collections and reduced outstanding balances
- Clear, organized communication across clients and the internal team
Compensation:
$55,000 - $70,000/year
Responsibilities
โข Manage the client experience from intake through active case stages
โข Serve as the primary point of contact for client communication and support
โข Proactively follow up with clients to ensure clarity, satisfaction, and engagement
โข Handle billing questions, collections, and payment follow-ups with confidence
โข De-escalate difficult situations and manage emotionally charged client interactions
โข Collaborate with attorneys and staff to ensure timely communication and case updates
โข Track all client activity and tasks in Clio Manage (CRM/case management system)
โข Improve processes related to client satisfaction, retention, and collections
โข Manage Google reviews and client feedback initiatives
Qualifications
Required:
โข 3+ years of experience in client success, customer success, account management, or client services
โข Experience handling billing, collections, or payment conversations
โข Ability to manage difficult or emotional client interactions professionally
โข Strong communication skills (empathetic, clear, and confident)
โข Highly organized with strong attention to detail
โข Experience using CRM systems or case management software
Preferred:
โข Experience in a law firm or legal environment (family law preferred)
โข Familiarity with Clio Manage
โข Experience improving workflows, processes, or client experience systems
โข Background in professional services (legal, healthcare, financial services)