Summary
You will help manage the firm's online reputation. Your job is to make sure every satisfied client has an easy, natural path to leaving a Google review, that our Google Business Profile and Yelp listings are the strongest in our market, and that every review we receive gets a timely, compliant response. This is a client-facing relationship role, not a marketing desk job.
Responsibilities
Review generation (Google)
Coordinate with case managers to identify clients at natural satisfaction points: settlement, check disbursement, case closing
Personally call or text clients to thank them and invite a review, using approved scripts in English and Spanish
Manage review request automation through CASEpeer and our texting platform, including timing, cadence, and follow-up
Deliver review links via QR codes, text, email signature, and closing packets
Track request-to-review conversion rate and refine timing and messaging
Response and recovery
Draft responses to every review within 48 hours and route them for attorney approval before posting
Escalate negative reviews to the Managing Partner immediately, before any public response
Run service recovery outreach on unhappy clients: call them, understand what went wrong, log it
Flag and dispute reviews that violate platform policy (non-clients, opposing parties, competitors)
Reporting
Weekly dashboard: new reviews by platform, star average, response time, requests sent, conversion rate
Monthly report on themes in client feedback, with recommendations to operations
Compliance requirements (non-negotiable)
The person in this role must operate within these limits at all times:
No fake or ghostwritten reviews. You never write a review for a client, never post from a client's account, and never solicit reviews from staff, family, vendors, or anyone who was not a client.
No review gating. We ask every eligible client, not just the ones we predict will be positive. Screening for happy clients before sending the link violates Google's policy and the FTC rule.
No confidential information, ever. Responses to reviews may not confirm that someone was a client, reference case facts, settlement amounts, or medical information, or rebut a reviewer's version of events. Every response is approved by an attorney before posting.
No promises of results. Nothing in a request, script, or response may suggest a guaranteed outcome or create unjustified expectations.
Qualifications
2+ years in customer service, client relations, or reputation management; law firm or medical office experience a plus
Fluent Spanish and English, written and spoken
Comfortable making 200+ outbound client calls per day
Organized enough to run a tracked pipeline in CASEpeer without being reminded
Even temperament under criticism; you will read unkind things about the firm and respond graciously
Pay: $10.00 - $20.00 per hour
Benefits
Flexible schedule
Application Question(s):
Please state your per-hour expected compensation.
Work Location: Remote