Concierge Service Representative

6 days ago


Virginia Beach, Virginia, United States Melone Law PC Full time

**Melone Hatley, PC Overview:**

We are a fast-growing family law firm with a presence in multiple locations, including Virginia Beach, Reston, Richmond, Charlotte, NC, and Tampa, FL. Our mission is to provide superior client service and be the leading family and estate planning law firm in the region.

**Job Description:**

The Client Concierge will be responsible for:

  • Owning the new client onboarding process through telephone and email outreach
  • Managing their schedule to balance activities between onboarding, new clients, existing clients, closed matter GAS calls, and analytics
  • Maintaining detailed client notes within the database
  • Providing outstanding customer service to clients
  • Establishing and maintaining customer relationships

**Responsibilities Include:**

  1. Managing the onboarding process for new clients
  2. Coordinating with operations, professional, and legal teams to advocate for client needs and provide valuable information about their needs
  3. Providing insightful information to clients to enhance their experience
  4. Measuring client satisfaction and implementing strategies to improve it
  5. Supporting clients during the onboarding process
  6. Working collaboratively with the marketing and intake teams to ensure seamless integration
  7. Providing high-level technical and product support to clients and team members
  8. Developing and implementing an internal client success program aligned with the firm's goals
  9. Implementing a client satisfaction survey to measure NPS scores
  10. Engaging with the department manager to discuss unusual activity and provide feedback
  11. Supporting the operations team and executives as needed

**Requirements:**

  • Impeccable customer service skills.
  • Excellent problem-solving and analytical skills.
  • Knowledge of best practices in customer service and retention.
  • Proactive, can-do attitude, great follow-through, and resourcefulness with an attention to detail.
  • Experience with guiding people through a process around a major obstacle in their lives.
  • Maintain credible knowledge in the Family Law domain.
  • Proficient with applicable software applications.
  • Strong written and verbal communication skills.
  • Strong aptitude for technical software products.
  • Well-versed in client retention strategies.
  • Organization skills.
  • Analytical data interpretation and visualization skills.
  • Excellent time management skills.
  • Prioritization and collaborative skills.
  • General computer knowledge and presentation software.
  • Two years college/university, preferred.

**Benefits:**

  • Competitive salary: $55,000 - $65,000 per year
  • 401(k) matching
  • Health insurance
  • Dental, vision, and life insurance
  • Paid time off and holiday pay


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