Client Experience Associate – Remote Renier Hotopp Law Offices, LLC Remote | 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: • Fully remote position • High-impact role with growth potential • Collaborative and supportive team environment • Opportunity to help build and improve a critical function within the firm Responsibilities: • Manage the client experience from intake through active case stages • Serve as the primary point of contact for client communication and support • Proactively follow up with clients to ensure clarity, satisfaction, and engagement • Handle billing questions, collections, and payment follow-ups with confidence • De-escalate difficult situations and manage emotionally charged client interactions • Collaborate with attorneys and staff to ensure timely communication and case updates • Track all client activity and tasks in Clio Manage (CRM/case management system) • Improve processes related to client satisfaction, retention, and collections • Manage Google reviews and client feedback initiatives 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 Qualifications: Required: • 3+ years of experience in client success, customer success, account management, or client services • Experience handling billing, collections, or payment conversations • Ability to manage difficult or emotional client interactions professionally • Strong communication skills (empathetic, clear, and confident) • Highly organized with strong attention to detail • Experience using CRM systems or case management software Preferred: • Experience in a law firm or legal environment (family law preferred) • Familiarity with Clio Manage • Experience improving workflows, processes, or client experience systems • Background in professional services (legal, healthcare, financial services) Compensation: $9 - $11 hourly

• Manage the client experience from intake through active case stages • Serve as the primary point of contact for client communication and support • Proactively follow up with clients to ensure clarity, satisfaction, and engagement • Handle billing questions, collections, and payment follow-ups with confidence • De-escalate difficult situations and manage emotionally charged client interactions • Collaborate with attorneys and staff to ensure timely communication and case updates • Track all client activity and tasks in Clio Manage (CRM/case management system) • Improve processes related to client satisfaction, retention, and collections • Manage Google reviews and client feedback initiativesWhat 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