Legal Client Experience Coordinator

Job Description

Job Description

FULL TIME MON-THURS 9 AM-6 PM ON SITE (NOT REMOTE)

SMALL FIRM EXPERIENCE REQUIRED - NOT ENTRY LEVEL

VERY HIGH TECH - ALL MAC (NO PC)

Who You Are

• You are kind, friendly, enjoy working collaboratively, bring good energy into the room, and are good at perspective-taking.

• You possess the discretion, sound judgment, humble confidence, poise, and composed professional presence this role requires to create and uphold the firm’s positive professional reputation.

• You are service-minded and emotionally intelligent. You understand the impact of your tone, timing, and clarity of communications and treat each client communication as an opportunity to help people navigate unfamiliar, uncomfortable, and deeply personal legal matters. You are emotionally resilient and able to bounce back quickly from more challenging interactions.

• You are able to stay calm under pressure. You seek and respond positively to constructive feedback, staying open to opportunities for continued growth and improvement.

• You are a fast learner who isn't afraid to try new things.

• You are organized and able to independently prioritize and manage your own workload, including a wide variety of deadline-driven and project-related tasks related to your core responsibilities.

• You easily adjust course and adapt quickly to shifting deadlines and adjusted priorities.

• You naturally spot potential problems and quietly work to resolve them, guided by a combination of direction, experience, and our shared core values.

• You are a systems-minded, experienced professional. You think to yourself, “How can we do this better?” and aren’t afraid to suggest or try something new if it might help.

You Might Love This Role If:

• You are a more extroverted people-person with strong emotional intelligence who enjoys communicating with people in person, by phone, and in writing.

• You naturally and comfortably communicate with people from all different backgrounds and in all different emotional states with compassion, composure, and clarity, and without judgment.

• You know how to respectfully protect confidential information and reassure emotional or anxious clients.

• You’re looking to be a key member of a highly interdependent and supportive team that challenges you to grow your skills and confidence through increasing responsibility.

• You thrive on taking ownership of your role and, once trained, are able to quickly develop the confidence to do so independently.

• You are looking to experience the rewards of regular, direct client contact and a real responsibility within your role for helping people with the things in life that matter most of all to them.

• You are curious and resourceful, seeking out new information and using it to approach your job responsibilities, and enjoy the challenge of diving in curiously to learn, and you’re willing to push past the discomfort of trying something new with the potential of failing and having to acknowledge it and take accountability and work with a supportive team to help fix it and try again.

• You are comfortable respectfully and appropriately challenging ideas and suggesting improvements.

You Might NOT Love This Role If:

• Technology is not your strong suit and the thought of having to learn how to use a dozen or so different software programs routinely in the course of your core responsibilities makes you anxious.

• You are more introverted, easily drained by interpersonal interactions, or uncomfortable talking about money, serious health diagnoses, death, or with people who come from different backgrounds from your own.

• You are easily thrown by changes to your schedule, prefer a very consistent and predictable routine to your days, or a slower work pace.

• You struggle to collaborate with teammates whose work habits differ from your own.

• You prefer or require more frequent supervision and direction to stay productive without the pressure of ownership over the core responsibilities of your role.

$56,160 - $72,800 yearly

Job Title in our Office: Client Services Coordinator

What You’ll Do

You will serve as our boutique estate planning and probate law firm’s first, most highly visible, and consistent point of contact for clients, from the first call to the matter closing and beyond. You will earn and keep clients’ trust, creating a warm, positive, lasting impression.

You won’t just answer phones; you’ll manage relationships, triage complex client needs with grace, and ensure that all clients’ legal matters stay on track.

Your core job responsibilities will include:

• Conducting all initial lead intake and follow-up, performing initial case screenings, and deciding whether to schedule paid attorney consults for prospective new clients.

• Managing the firm’s calendar and scheduling logistics, using scheduling software and clear parameters for what to schedule, when to ensure a manageable production flow for all client work in progress, and a predictable revenue stream.

• Accurately entering and updating relevant client and matter information into our system.

• Assisting our team with tracking deadlines, providing regular matter status updates, and ensuring that we are delivering on the promises we make to clients.

• Actively participating in regular, collaborative team meetings to share observations and suggestions for improving our internal systems and clients’ experience.

• Promptly and professionally answering or returning all communications to our firm, by phone, text, email, or letter.

• Receiving all visitors to our office with warmth and poise.

• Maintaining high standards of discretion and protecting client confidentiality.

• Documenting and refining systems and processes within your core job responsibilities.

The Skills & Experience You Need to Succeed in This Role:

• Decisiveness under pressure, the confidence to hold a firm line, and the ability to making the call in real time without needing direction or reassurance first.

• Excellent written and verbal communication skills as the first impression and primary point for all incoming and outgoing firm communications.

• Highly proficient user of Mac computers, Microsoft Office Suite, Gmail, Adobe.

• Keen attention to detail, and strong follow-through with a high degree of accuracy.
  

Additional Skills & Experience That Will Help You Thrive Here

• Experience handling and safeguarding sensitive and confidential information with appropriate decorum and respect.

• Relevant experience working full-time, on-site, in a small to mid-sized professional services firm (legal, financial, insurance, or related).

• Baseline familiarity with core concepts and terminology related to wills, trusts, estates, and probate law.

• Relevant experience using a CRM software program.

Who We Are

DGVE law, LLC was founded in Hingham, MA, in 2008 and focuses exclusively on estate planning and probate. We help clients plan to leave a legacy instead of a mess, and we guide surviving loved ones after death. We deliver excellence, from the heart. We are a systems-oriented, people-first, collaborative team. We give credit where it's due and prefer to rise together, not above one another. We listen, even when it's uncomfortable, and push ourselves to keep improving. We have very high standards because we understand the gravity of our work and know clients and their families depend on us. We move fast and aim to get things right the first time. Mistakes in our work have consequences, so we hold each other to a demanding standard, and we don't apologize for it. We also joke and laugh often, even with clients when appropriate, bringing joy to our work and to one another. We find real satisfaction in helping clients and each other, and in continuing to learn and grow.