Client Services Specialist

Overview

Our client in Estate Planning and Elder Law and is seeking a customer service-obsessed and sales-minded Client Services Specialist to take our firm to the next level. This position is 100% onsite in Newport News, VA.

What We Are Looking For: You are the person of first impression and fill one of the most important roles in the firm. You are responsible for answering the phone and responding to online inquiries and enrolling prospective clients into the right process to match their legal need. It can be a challenge to even understand their need because prospective clients are often in distress. They’ve had a loved one die, have experienced sudden illness with unexpected, increased medical costs, or are anxious because they’re just now getting around to getting their important affairs in place. You must be a good listener, empathetic, patient, professional, and all while being a cheerleader for our processes, overcoming their objections, and guiding them to the right assistance.

When clients come to the office, you greet and seat them warmly helping them feel comfortable and shake off any “meeting with an attorney” jitters. Weekly you will join clients in the conference room to participate as a witness or notary in signing their legal documents. You’ll help facilitate client review of our services too. You are also responsible for maintaining the firm’s client management relationship (CRM) software. The CRM gives us real time data on where a prospect is in the marketing pipeline (and prospects in the aggregate), automates team member tasks and communication based on prospective clients’ legal needs, provides a platform for booking consultations and payment of retainer fees, etc. In other words, this is super important to the firm, and you must be comfortable using new software. You also assist the team leader with coordination of private events with our allied professional referral sources, and other external marketing efforts that you, the team leader, or the team dream up. You are responsible for maintaining marketing campaigns to generate new business. This includes the responsibility for calling prior clients or to prospective clients as part of the campaign.

This is a small, tightly knit law firm that values all their employees. You not only have a seat at the table but also are expected to participate in weekly team meetings and quarterly team retreats and “playdates”, and you are encouraged to develop and share ideas to enhance our clients’ experience or to bring increased “joy and ease” to internal work processes.

Another way we’re not typical is that every team member (this means the attorneys too!) have developed agreed processes to ensure we deliver to our clients consistent, timely, and smile-inducing service. Again, we do not have a firm where attorneys go “rogue” or where there are a million different systems to cater to each team member’s taste. Thus, while you will be able to grow and develop your own ideas, this must be done in the context of these important processes.

This is not to say this role is a forever position for you. If you knock our socks off, dedicate yourself to building new skills, and want a new or expanded role for yourself, we would be delighted to have you explore opportunities right here with us.

Benefits and Pay Range:

• $20/hr W2
• Bonus Compensation Options for Meeting Key Performance Indicators
• 100% Contribution to Employee’s Health Insurance
• 100% Contribution to Employee’s Dental Insurance
• Employer Matched IRA for Your Salary Contributions (up to 3%)
• Paid Vacation (Based on Years of Service: Begins after 6 months with the Firm)
• Paid Sick Leave
• Work Schedule: The office closes at 2:00 p.m. on Fridays, but all employees are paid based on a 40-hour work week.
• Holidays: We take many of the standard holidays throughout the year, like July 4, but notably all employees receive the Wednesday before and the Friday after Thanksgiving and the time between Christmas and New Years as paid holidays.

Responsibilities and Duties

• Receive All Prospective Client Initial Inquiries & Enroll Prospects in Correct Process
• Manage All Appointment Confirmations, Rescheduling, No Shows and Cancellations
• Manage Estate Planning Workshop Registration, Follow Up for No Shows and Cancellations, and Schedule Initial Meetings with Attorneys
• Manage CRM and Marketing Related Databases
• Manage Telephone System
• Warmly greet clients upon arrival, ensure they are comfortably seated, and maintain a clean, organized, and professional conference room environment before and after meetings.

Requirements and Qualifications - Required

• 1 year of Customer Service Experience
• Excellent Verbal Communication Skills & Phone Etiquette
• Strong People Skills
• Detail Oriented
• Curious & Open to Learning New Concepts & Tasks
• Proficient in Microsoft Office Word, Excel and Outlook Applications
• Ability & Interest in Learning Multiple Software Platforms or Interfaces for Management of Firm Data, Calendar, and Processes
• Independent, Self-motivated for Areas of Accountability
• Adaptable to Changing Priorities
• Value Team Model & Role on Team
• Value Process

Requirements and Qualifications - Preferred

• Education: High School Diploma or Equivalent

• Experience: Working in a law firm setting, a plus but not required