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Client Care Coordinator Intake

2 months ago

Dallas, United States Hargrave Family Law Full time

Do you look forward to going to work each day? Life's too short to start your day with dread. At our firm, you'll be a part of a team where firm culture is a top priority. We invest in each team member as well as in our firm as a whole. You will work with a team who works collaboratively and creatively, supporting each other's professional growth as we collectively support our clients. As a team, w\We help good people end broken marriages by practicing family law differently, helping clients end marriages in a manner consistent with their core values. Divorce can become a transitional period of remarkable growth and transformation when focused on the future rather than the past. We help them find a better way that empowers them to enter their next chapter with hope. Our Client Care Coordinators pair compassionate support with stellar data entry and communication skills. This position is crucial to establishing a rapport with potential new clients as well as collecting accurate information about their situation, all in al effort to determine how we can help. They also provide support to clients both during and after the pendency of their case. Being organized and detail-oriented will be critical to your success. If you’re a compassionate collaborator at heart who is a whiz at data entry, let us hear from you. We are seeking the perfect match for a superior, seasoned, compassionate Client Care team member with at least 2years prior experience in intake and CRM usage, preferably in a law firm, ideally in a family law firm. Responsibilities: • Accurately performs PNC (potential new clients) intake/screening, including data entry and evaluation of fit with our firm • Appropriately schedules PNCs for case evaluations with our Client Intake Specialist • Maintains up-to-date information in Firm CRM and CMS databases (currently Lawmatics, Clio and MailChimp) for potential, active and former clients; continuously audits same to verify accuracy • Serves as a point of contact for current and former clients; maintains regular communication with active and former clients, providing support and resources as appropriate • Assist with onboarding new clients, including a multi-step process to accurately assimilate them into our systems • Tracks and recognizes client birthdays, holidays, and other significant life events; coordinates with the Executive Director’s Executive Assistant when additional recognition efforts are needed • Solicits Google/AVVO reviews and Client testimonials from Clients at end of representation • Collects information for and maintains the Net Promotor Survey scores • Prepares weekly and monthly reports of various analytical data; prepares additional reporting as requested • Provides backup phone handling • Assists with additional reporting and tasks while working collaboratively with the Client Care team, Client Intake Specialist team, Director of Marketing & Sales, and the Executive Director Qualifications: • Has attention to detail; robust data entry, writing, grammar and proofing skills • Is highly organized and capable of monitoring the status and maintenance of assigned PNCs and Clients • Has a highly empathetic demeanor, easily and quickly builds authentic connections • Has strong interpersonal skills in working with Firm members, clients, attorneys, personnel, vendors, etc. • Must be able to effectively and collaboratively work under the direction of the Firm leadership, with other team members, and be willing to contribute by performing any task needed • Is professional at all times; positive and friendly attitude; professional appearance; appropriate communications (oral and written) within and outside the Firm • Exercises high levels of discretion, confidentiality, sensitivity and integrity • Follows directions, Firm policies and procedures Compensation: $50,000 plus monthly merit bonus opportunities

• Accurately performs PNC (potential new clients) intake/screening, including data entry and evaluation of fit with our firm • Appropriately schedules PNCs for case evaluations with our Client Intake Specialist • Maintains up-to-date information in Firm CRM and CMS databases (currently Lawmatics, Clio and MailChimp) for potential, active and former clients; continuously audits same to verify accuracy • Serves as a point of contact for current and former clients; maintains regular communication with active and former clients, providing support and resources as appropriate • Assist with onboarding new clients, including a multi-step process to accurately assimilate them into our systems • Tracks and recognizes client birthdays, holidays, and other significant life events; coordinates with the Executive Director’s Executive Assistant when additional recognition efforts are needed • Solicits Google/AVVO reviews and Client testimonials from Clients at end of representation • Collects information for and maintains the Net Promotor Survey scores • Prepares weekly and monthly reports of various analytical data; prepares additional reporting as requested • Provides backup phone handling • Assists with additional reporting and tasks while working collaboratively with the Client Care team, Client Intake Specialist team, Director of Marketing & Sales, and the Executive Director