Job Summary The Client Retention \& Recovery Specialist plays a pivotal role in preserving client relationships and reinforcing trust in the firm. This position focuses on engaging with dissatisfied, high\-risk, or returning clients to diagnose concerns, resolve issues, and restore confidence in our services. The ideal candidate possesses exceptional emotional intelligence, strong communication skills, and the ability to navigate complex, sensitive conversations with professionalism and empathy. This role directly contributes to reducing client attrition and supporting long\-term organizational success. Key Responsibilities * Engage with dissatisfied, at\-risk, or former clients to conduct thorough needs assessments and understand the root causes of dissatisfaction. * Utilize advanced active listening and communication techniques to de\-escalate emotionally charged situations and rebuild client trust. * Develop and execute strategic retention and win\-back approaches tailored to client needs and case status. * Clearly present corrective action plans, improved communication pathways, and enhanced service strategies to encourage client recommitment. * Lead high\-stakes, often uncomfortable conversations with confidence, professionalism, and emotional resilience. * Document and categorize client concerns, service failures, and attrition indicators to track trends and identify areas for improvement. * Collaborate with legal teams, management, and operational departments to recommend process enhancements and systemic improvements. * Maintain accurate and timely documentation of all interactions, follow\-ups, outcomes, and KPIs within internal systems. * Generate regular reports on retention metrics, trends, and performance indicators to support leadership decision\-making. Required Skills and Qualifications * Exceptional communication, conflict resolution, and interpersonal skills. * Proven ability to manage emotionally complex conversations with professionalism and empathy. * Strong critical\-thinking abilities and the capacity to identify root causes of client dissatisfaction. * Excellent organizational skills, with the ability to manage multiple sensitive cases simultaneously. * High emotional intelligence and resilience in high\-pressure situations. * Strong attention to detail and commitment to accurate documentation. Preferred Qualifications * Previous experience in client retention, customer recovery, conflict resolution, or service quality roles. * Background in legal services, client services, or high\-touch customer\-facing environments. * Experience working with CRM or case management systems and generating performance reports. * Knowledge of process improvement methodologies or service recovery frameworks. Why Join Us This role offers a unique opportunity to make a significant impact on client loyalty and overall service excellence. By leading high\-value retention conversations and driving meaningful improvements in client experience, you will contribute directly to the firm’s long\-term success and reputation for exceptional service. Job Types: Full\-time, Permanent Pay: $25,000\.00 \- $30,000\.00 per month Work Location: In person