Client Services Director

2 weeks ago

Honolulu, United States Hawaii Estate Law and Planning Full time
Job DescriptionJob Description

We are searching for a sharp, detail-oriented, organized, and polished professional to become an integral part of our team as our Client Services Director. This is a full-time job, and we are seeking a motivated and experienced professional who will help us manage our office and client needs This job is intellectually stimulating and involves clerical duties and client-focused work, supporting three attorneys in a busy estate planning and small business practice.

 

Our office is located in downtown Honolulu on Queen Street. We are open during typical business hours, 9:00 a.m. - 5:00 p.m Monday-Friday. The office closes on weekends and all state and federal holidays. We also recognize the need for flexibility in the workplace and while some work may be able to be done remotely, the majority of work is based in our office, as it involves working with hard copy files, secure cloud-based files, and staffing the office.

 

Responsibilities:

• Front Desk and Receptionist: Occupying the Front Desk involves greeting our clients as they come in for meetings with the attorneys, offering drinks and snacks as needed, making copies of ID's, and accepting deliveries. It is important to have a friendly and courteous demeanor. As the receptionist, you are the main filter between the clients and the attorneys. You will monitor incoming emails and answer calls, keep a daily log of calls for the attorneys and make sure the attorneys have follow-up calls scheduled, vet clients/potential clients by gathering information as to what they need, inform clients on services available and meeting types and schedule meeting without attorneys accordingly, give directions to the office and neighbor island addresses, and make reminder calls about upcoming appointments. You must be able to answer phones and respond to emails promptly, and communicate with clients in a professional, welcoming and friendly manner 100% of the time.

• CRM Management: We use a Client Relationship Management software (Lawmatics), to keep track of all clients and prospects. It's critical this system is well-maintained. All interactions with anyone will be logged into the system. The CSD's duty is to ensure all staff are entering notes after each meeting. The CSD will often create client profiles and "matters", update existing clients, schedule appointments, and log activity including outgoing calls, incoming calls, emails, and texts. The CSD is tasked with updating "matters" - assign categories, input value amounts, move clients through stages, etc. - and help ensure the client's "status" is properly documented.

• Meeting preparation and management: The CSD is often tasked with helping prepare/organize legal documents for the attorneys (in the form of assembling binders and folders). After the meetings, any documents that were signed/modified need to be scanned and uploaded into our database. The CSD is called into the meetings to serve as a legal witness from time to time. Lastly, any documents that were signed and scanned need to be emailed to the clients for their files.

• File Organization: You will maintain our filing system and organize hard copy and electronic records, such as letters, legal documents, case files, correspondence, invoices and memoranda according to the processes in place. The goal is to preserve, organize, and make accessible to our clients and attorneys the firm's records and manage paperwork effectively and confidentially.

• Office Organization: This entails coordinating mailouts, such as binders, legal documents, and other postage. You'll often walk to the nearby Post Office for delivery drop-off. You're also tasked with basic office upkeep, such as ensuring Menehune Water bottles are timely ordered and swapped, ensuring adequate stock of office supplies, disposing of waste like cardboard boxes, and shredding confidential documents.

 

Qualifications/Experience:

• Experience in a client-centered office preferred;

• Experience with clerical work preferred;

• Experience with working with a law firm, ideally in estate planning or real estate law preferred;

• Experience in customer service and serving clients;

• Comfortable talking on the phone and speaking with clients face-to-face;

• Strong understanding of confidentiality and/or experience working with confidential information;

• Independent worker who is able to identify what work is needed without much direct supervision and is able to balance a variety of responsibilities.

 

Skills Needed:

• Positive, outgoing, and friendly attitude.

• Excellent attention to detail.

• Strong ability to communicate clearly and effectively, both verbally and in writing, across a variety of audiences.

• Advanced computer skills and experience utilizing laptop technology, including MS Word, MS Excel, Gmail, Google Calendar, or other similar software.

• Strong ability to prioritize workload based on internal and external client needs and deadlines.

• Strong ability to work with internal and external constituents in a professional manner.

• Knowledge and experience with marketing CRM platforms or the ability to learn it.

Company DescriptionA boutique law firm focused on Estate Planning, Real Estate, and Corporate Law.Company DescriptionA boutique law firm focused on Estate Planning, Real Estate, and Corporate Law.

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