Client Services Coordinator

3 weeks ago

WinstonSalem, United States Salem Law | Estates & Elder Law Full time

 

The Client Services Coordinator (CSC) personally and professionally supports the vision and mission of the law firm. The CSC is responsible to ensure all client matters proceed through the appropriate law firm process timely and coordinates and confirms all client meetings while ensuring the highest standard of service to clients. Overall, the CSC is responsible for providing high level coordination and administrative support while providing the highest standard of service to clients.

 

The primary responsibility of this position is to get prospective clients into workshops or initial meetings for attorneys to be able to be retained. The CSC manages to ensure client scheduling is done effectively to satisfy client needs and firm cash flow requirements. The primary responsibility of this position is to manage and coordinate all client interactions to make certain both prospective and existing clients experience exceeds expectations, improves their satisfaction and loyalty, to maintain law firm reputation in community.

 

The CSC works independently and collaborates with the law firm owner and staff to foster a team spirit in cooperation with the firm management. All law firm employees must always maintain confidentiality with regard to clients, firm interest, and employees. The CSC may perform other duties as necessary to keep the production and administrative functions of the firm operating smoothly and efficiently.


Responsibilities

   Ensure customer experience meets or exceeds client expectations

   Perform all customer service and clerical duties including “front desk” and all incoming calls

   Schedule all office appointments for staff and confirmation calls for appointments

   Ensure client needs and law firm cash flow needs are meet

   Update calendar to reflect cash flow in client management software

   Update all client matters to reflect client services task

   Ensuring all client calls/emails are handled timely

   Identify source of all new firm contacts (ICF’s)

   Communication with attorney as needed regarding all client needs and/or questions

   Enter meeting notes and all next actions from attorney meetings into firm management system

   Follow-up workshop e-mail registration through the website

   Receive all incoming calls to law firm and ensure routed to appropriate personnel or resolve when possible

   Greet clients and maintain needs during onsite visit (water/coffee etc)

   Real time data entry and scanning of documents to client matters

   All firm standard correspondence and dictation/word processing by attorneys or staff

   Organization and stocking of waiting area and conference rooms

   Create manual files as well as e-files

   Copy, file, scan and maintenance of client files

   Client survey results data entry

   Prepare rooms for daily client meetings

   Obtain client payments to be processed by accounting

   Draft check requests and deposits/disbursements for the client matters

   Maintenance billing when required

   Project identification strategy, management and completion for department needs

   Mailing sorting/deliveries

   Ensure correspondence is mailed in a timely manner

   Actively participate in staff calls and team meetings

   Complete projects or tasks as requested by Supervisor within the time frame allotted

   Attend training events and other events as needed

   Adhere to firm established core values

   The firm reserves the right to add or change duties at any time

   Follow-up with all cancelled or no-show client appointments to ensure rescheduled timely

   Workshop preparation i.e. confirmation calls, Focuser and name tags

   Ensure quality customer service to clients, potential clients, and their families

   First contact for all new callers to firm and enroll into workshop or initial meeting

   Responsible for scheduling office appointments for staff and confirmation calls for workshops and initial meetings

   Convert workshop attendees to vision meetings and follow up in a timely manner

   Workshop e-mail registration through the website follow-up and confirmation

   Navigation through client management software and tools

   Ensure correspondence is mailed in a timely manner


Qualifications

   Excellent written and verbal communication skills

   Associate Degree or a High School Diploma with 2 to 3 years Member/Client Services experience

   Notary Public Certificate (preferred)

   Familiar with Actionstep, HotDocs, Microsoft Office Applications (bonus)

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