Client Services Coordinator

You are the first point of contact for clients needing assistance with estate planning, probate, conservatorships and guardianships in our office. You have a way with people and CRMs; specifically Dubsado project management CRM skills.

You have high emotional intelligence to diffuse angry clients or manage sensitive cases. You have an innate ability to connect with other people and build relationships. You have a positive attitude, a good grasp of our customers’ psychology and how to “get through” to different people. You have a knack for assessing a situation to deliver the right message at the right time. You have the ability to walk the fine line between reassuring customers that their requests have been heard without promising results that can’t be guaranteed.

You have a friendly and positive tone in both written and verbal communications. You have the ability to ask effective questions and listen actively You enjoy helping people with your empathetic and top notch customer service skills, your greatest passion, and your solid customer service resume demonstrates this. You love talking to people, getting to know them making them feel better as opposed to smashing their hopes about their predictament regardless of how dire their predictament may seem. You have pride in your work and your reputation and take genuine interest in what our clients and potential clients have to say but you are a good listener who knows instinctively when to use your two ears more than your mouth to understand the clients’ needs.

With FIVE SOLID YEARS in intake, appointment setting and customer service experience, you are confident in your abilities to handle every call and every email without direction or duress. You know how to take the burden off the attorney and not add more onto the attorneys’ plate. You are a key listener, in tune with yourself and others and can discern when a caller is a tire kicker versus a genuine warm referral lead and when a consultation fee should be charged. You are firm but kind. You are assertive but polite. You recognize this is a sensitive area of law which easily triggers all involved.

You protect the firm, the attorneys’ reputation and time because you understand that without the firm and happy clients, there is no role for a Client Services Coordinator. You believe in the value of legal services, retaining an attorney and the services they provide, specifically in estate planning and probate when our clients, who are parents, are often preparing for death or going through the worst time of their lives after losing a loved one.

You are responsible for identifying potential clients. You are responsible for reaching out to them on the phone and following up on every single call without direction after the attorney sales call until the client commits and signs or states NO! You are responsible for scheduling an appointment using the established CRM protocols and follow-up calls or follow-up visits, either in person or via telephone and booking the conference room for the in person appointments. If you enjoy talking to people and are interested in sales, this is the ideal position for you. Experience in Dubsado and legal CRMs is preferred.

Please apply with a customized cover letter, in PDF form, addressing WHY you are a great fit for this detailed job description. Include your best customer service experience for a client and what it meant for you to help this client and WHY you want to work with customers who are grieving or who are preparing to die and are substantially emotional. Both the customized cover letter and resume should be in PDF form. Applications with links or other attachments will be immediately discarded. In the subject matter indicate the following: “LAST NAME, Position you are applying for, CSC -5447” in the subject line with your attached customized PDF cover letter and PDF Resume with a minimum five years solid intake/appointment/customer service experience.