Client Services Specialist

Client Services Specialist

The Client Services Specialist serves as the initial point of contact for individuals seeking legal representation. This role involves handling inbound inquiries and making outbound follow-up calls to prospective clients who have expressed interest in legal services.

The Client Services Specialist is responsible for gathering critical case details, assessing the viability of potential claims, and determining with guidance from the Intake Manager and Intake Attorney whether to proceed with onboarding the client. This position is essential to establishing a strong first impression and ensuring qualified cases are effectively moved through the intake process.

This position is critical to the success of the firm because it impacts all new client engagements.

Responsibilities:

• Manage high volume of inbound and outbound calls in a timely manner.
• Provide a five-star experience for our clients through professionalism, clear and consistent communication, confidence and empathy.
• Provide outstanding customer service, by following and fully supporting the Chaffin Luhana intake process.
• Collaborate effectively and efficiently with other team members and departments as necessary for client inquiry and/or problem resolution.
• Communicate clearly, effectively, consistently and confidently with potential clients to address their needs and build strong client relationships.
• Ability to consistently apply superior decision-making techniques pertaining to inquiries from prospective clients.
• Demonstrate energy and focus while managing multiple tasks during client calls, providing empathetic support and clearly guiding prospective clients through the next steps of the personal injury legal process. Be team-oriented and goal driven, be coachable, flexible and accountable.

Qualifications:

• High School diploma or equivalent work experience.
• Excellent organizational skills and attention to detail to maintain accurate and comprehensive records.
• Superior verbal and written communication skills.
• Professional demeanor with a strong emphasis on providing outstanding customer service.
• Ability to maintain confidentiality
• Exemplifies Chaffin Luhana LLP's Core Values of Doing Good by Doing Right : Results Driven, Excellence Without Paralysis, Compassionate and Authentic, In It Together, and Innovative Growth.
• Adheres to all government and industry regulations, including settlement disbursements and the protection of regulated sensitive data.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
• Problem-solving mindset, with the ability to identify process improvements and implement solutions.
• Maintain confidentiality of all Confidential Information of clients and of the company.
• Excellent analytical skills, with a keen eye for detail and a commitment to accuracy.
• Excellent interpersonal skills, organizational skills, and time management skills.
• Ability to handle frequent pressures, time deadlines, and multi-task.

Benefits:

Financial Benefits:

• 401k Contributions: The firm offers a discretionary match up to 5%. This includes a 100% match on the first 3% of contributions and a 50% match on the next 2%, based on annual compensation.
• Charitable Donations: The Chaffin Luhana Foundation makes an annual donation to a charity of each team member's choice.

Healthcare Benefits:

• Medical Insurance: $600 toward monthly health premiums for team members or their families. Team members pay just $1.
• Dental Insurance: Full coverage, with only a $1 monthly contribution from the team member.
• Vision Insurance: Full coverage, with only a $1 monthly contribution from the team member.
• Health Reimbursement Account (HRA): Team members receive a $1,000 contribution from the firm in their HRA account if enrolled in the PPO health plan.
• Family / Dependent Care (DCR): Team members can contribute up to $7,500 pre-tax for dependent care.
• Flex Spending Account (FSA): Team members can contribute up to $1,000 pre-tax for medical expenses.

Commuter Benefits:

• Tax-free Transit Commute (TRN): Team members can contribute up to $340 per month pre-tax toward transit tickets.
• Discounted Parking (PKG): Team members can contribute up to $340 per month pre-tax toward parking.

Time Off to Recharge & Renew:

• Paid Time Off (PTO): 15 PTO days per year, increasing to 20 days after 3 years with the firm.
• Sick Days: 3 paid sick days per year.
• Celebrate the Holidays: Office is closed for 10 public holidays.
• Office Closure: Office is typically closed between Christmas and New Year's Day.

Culture & Development of Team:

• Casual Dress: Enjoy our business casual dress code.
• Enhance Your Skills: Up to $500 annually for continued education or training.
• Learn How You're Wired: Take a Kolbe Assessment to learn your instinctive method of operation.
• Time Management: Time management luncheons with senior leadership to elevate team and organizational success.
• Free Workouts: Free access to GreenTree SportsPlex for Pittsburgh office.

Recognition at the Firm:

• Value Team Members: Bonusly points for peer-to-peer recognition, redeemable for gift cards, trips, dinners, and more.
• Eat, Drink & Be Merry: Free team lunches and happy hours.
• Annual Bonus: Year-end discretionary bonus.
• Firm Outing: Annual firm outing for all team members to meet up and have fun.

Note: This job description is not an exclusive or exhaustive list of all job functions an employee in this position may be asked to perform. Duties, responsibilities, and requirements can be added, changed, or reduced by management to meet the business needs of the company.

Chaffin Luhana LLP does not discriminate based on race, color, sex, religion, national origin, disability, or any other reason prohibited by law in provision of employment opportunities.

Location: Pittsburgh

Salary Range: $40,000 - $45,000