Client Relations Associate
Block LLP, Burbank, CA, United States
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.
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 elevate
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
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
#J-18808-Ljbffr
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.
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 elevate
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
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
#J-18808-Ljbffr