Client Services Coordinator (Extensive Experience REQUIRED)

Our law firm is focused on estate planning, probate and trust administration. We seek a highly organized, professional, and expert communicator to join our team as a Client Services Coordinator. As the first point of phone contact for new and existing clients, this role is crucial in shaping the client experience. The ideal candidate will have exceptional phone communication skills (must be beyond reading scripts), ensuring that every caller feels heard, valued, and understood. The purpose of answering calls is to engage willing prospective clients in a conversion. It’s that conversation that builds rapport with future clients, helping to put them at ease for their appointment and be willing to wait for time on our calendar. The Client Services Coordinator plays a key role in scheduling appointments, managing client expectations, and the appointment calendar.

Our law firm services clients dealing with emotional and complex issues. This job requires someone who can listen with empathy, ask the right questions, and provide clear, confident responses, all with people who may have just lost a loved one. Whether qualifying a potential client, explaining next steps, or coordinating a callback, the person in this role ensures that every interaction is handled with professionalism, warmth, and efficiency.

Key Deliverables:
• Answer Phones during business hours Monday thru Friday (8 am-5 pm PST/PDT).
• Qualify the estate planning prospects if they are a good fit for our firm.
• Determine if the caller has simple questions they can answer or arrange for a callback from the office.
• Gather necessary information for probate and trust administration, and new client calls so someone from the office can follow up.
• Manage calendars efficiently when scheduling meetings and appointments (prospect & clients).
• After scheduling estate planning consultations, send emails and videos.
• Develop and implement an appointment confirmation process.
• Input data into the client database (Action Step), create file notes, and progress tracking.
• Keep client database (Action Step) updated and accurate with new and corrected information (Name, Address, Phone, & Email)
• Review data integrity. Assist with segregating different groups in our database: estate planning clients, prospects, financial services clients, and financial services prospects.
• Employ data-driven insights to enhance lead progression, ensuring no opportunity falls through the cracks.
• Handle confidential information with discretion and professionalism.
• SOP creation and maintenance to ensure that processes are put in place and implemented.
• Perform general administrative tasks and other administrative duties as your role evolves.

Requirements:
• Exceptional verbal and written communication skills. Must be able to speak with confidence, clarity, and empathy while on the phone.
• Prior experience in executive support, administrative or customer service roles in a Law Firm is a huge PLUS but not a requirement.
• Exceptional organizational skills, and ability to manage multiple tasks and priorities simultaneously.
• Proficient in client database systems (Action Step) and tools for document production.
• Strong organizational and multitasking abilities with keen attention to detail.
• Tech-savvy with a high degree of proficiency in Microsoft Office Suite.
• Innate problem-solving abilities, with a proactive attitude toward finding creative solutions for clients' needs.
• Excels in collaboration, takes initiative, and consistently delivers reliable, proactive results.
• Upholds honesty, trust, and ethics in all actions to build strong relationships and maintain a positive reputation.
• Self-motivated and driven, passionate about staying ahead of industry trends and continuously improving sales techniques.
• Embraces challenges and continuous learning to develop skills, achieve goals, and foster personal and professional growth.
• Strong problem-solving skills and a proactive approach to client service.
• Ability to work independently with minimal supervision while maintaining a high level of productivity.
• Laptop or desktop that is at least I5, or I5 equivalent and above.
• Strong internet connection with backup internet available.

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