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Client Experience Manager
Berry LawManager of Client Experience leading operations for Veterans Support Squad Contact Center at Berry Law. Ensuring client satisfaction and staff development with a focus on accountability and empathy.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in client experience management, operational oversight, and team leadership within a contact center environment. Proficient in utilizing CRM systems and performance metrics to enhance service delivery and client satisfaction.
Highest-signal resume keywords
Client Experience ManagementContact Center OperationsTeam LeadershipCRM Systems ProficiencyProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client SupportPerformance TrackingReport PreparationTask ManagementStaff Scheduling
Soft Skills
Conflict ResolutionDe-EscalationCoachingTrainingCommunication
Tools & Technologies
CRM SystemsPhone SystemsEmail PlatformsMicrosoft Office Suite
Industry Keywords
Veteran ServicesHealthcareSocial ServicesLegal StudiesMilitary Benefits
About the role
Key responsibilities & impact- Oversee daily operations of the Veterans Support Squad Contact Center, including phone, email, and task-based client support.
- Ensure Veteran clients and their families receive prompt, professional, compassionate, and accurate assistance.
- Monitor incoming call volume, email queues, task completion, response times, and service levels.
- Assist with creating, managing, and adjusting staff schedules to ensure appropriate coverage across all communication channels.
- Support workload distribution to maintain efficiency, responsiveness, and accountability.
- Identify operational bottlenecks and recommend process improvements to enhance the client’s experience.
- Reinforce five-star service standards in every client interaction.
- Support the Director of Client Experience in improving the end-to-end Veteran client journey.
- Handle escalated client concerns when needed, using strong de-escalation and conflict resolution skills.
- Prepare and maintain regular reports on Contact Center performance, including call volume, email volume, task completion, response times, client satisfaction, productivity, quality, attendance, and other key metrics.
Requirements
What you’ll need- Bachelor’s degree in business, Communications, Psychology, Legal Studies, Human Services, Management, or a related field preferred; equivalent Contact Center experience will be considered.
- Minimum 3–5 years of experience in client experience, customer service, contact center operations, client support, or a related field.
- Minimum 1–2 years of experience supervising or leading a client-facing team.
- Experience coaching, training, and developing staff in a high-volume communication environment.
- Experience using CRM systems, phone systems, email platforms, task management tools, and Microsoft Office Suite.
- Experience tracking team performance, preparing reports, and using metrics to improve service delivery.
- Experience in a legal, healthcare, social services, military, Veteran services, or benefits-related environment preferred.
- Familiarity with VA processes, Veteran benefits, or the unique needs of Veterans and their families strongly preferred.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities