Client Services Satisfaction Specialist

Client Services Satisfaction Specialist

The Client Services Satisfaction Specialist (CSSS) personally and professionally supports the vision and mission of the law firm. The CSSS is responsible to ensure all client matters proceed through the appropriate law firm process timely and coordinates all client meetings and confirmation while ensuring the highest standard of service to clients. The most important responsibility of this position is to ensure client scheduling is done to effectively satisfy client needs and firm cash flow requirements. The primary responsibility of this position is to manage and coordinate all client interactions to make certain both prospective and existing clients experience exceeds expectations, improves their satisfaction and loyalty, to maintain law firm reputation in community. The CSSS works independently and collaborates with the law firm's lawyers and marketing and finance to foster a team spirit in cooperation with the firm management. All law firm employees must always maintain confidentiality with regard to clients, firm interest, and employees. The CSSS may perform other duties as necessary to keep the production and administrative functions of the law firm operating smoothly and efficiently.

Duties and Responsibilities

• Ensure customer experience meets or exceeds client expectation
• Perform all customer service and clerical duties including "front desk" and all incoming calls
• Schedule all office appointments for staff and confirmation calls for appointments
• Ensure client needs and law firm cash flow needs are meet
• Update calendar to reflect cash flow in client management software
• Update all client matters to reflect client services task
• Ensuring all client calls/emails are handled timely
• Identify source of all new firm contacts (ICF's)
• Communication with attorney as needed regarding all client needs and/or questions
• Coordinate client financial and tax professionals' requests for meetings or sharing information during law firm processes
• Enter meeting notes and all next actions from attorney meetings into firm management system
• Follow-up workshop e-mail registration through the website
• Receive all incoming calls to law firm and ensure routed to appropriate personnel or resolve when possible
• Greet clients and maintain needs during onsite visit (water/coffee etc)
• Real time data entry and scanning of documents to client matters
• All firm standard correspondence and dictation/word processing by attorneys or staff
• Organization and stocking of waiting area and conference rooms
• Create manual files as well as e-files
• Copy, file, scan and maintenance of client files
• Client survey results data entry
• Prepare rooms for daily client meetings
• Obtain client payments to be processed by accounting
• Draft check requests and deposits/disbursements for the client matters
• Maintenance billing when required
• Project identification strategy, management and completion for department needs
• Client event planning and management (maintenance and other)
• Mailing sorting/deliveries/ order office supplies
• Ensure correspondence is mailed in a timely manner
• Actively participate in staff calls and team meetings
• Complete projects or tasks as requested by Supervisor within the time frame allotted
• Attend training events and other events as needed
• Adhere to firm established core values
• The firm reserves the right to add or change duties at any time

Qualifications Required

Academic:

• Associate Degree or a High School Diploma with 2 to 3 years Member/Client Services experience.

Skills/Knowledge & Ability:

• Above average administrative/clerical/technical skills, and the ability to operate necessary office equipment and software;
  • Computer, Telephone, Fax, Scanner, Copier, Postage Meter
  • Microsoft Office Suite (Excel, Outlook, Word, Publisher, Power Point)
• Type proficiently and accurately at a minimum of 35 to 40 words per minute.
• Knowledge, skills and ability to perform functions and develop administrative procedures and systems to manage all task at hand such as;
  • documenting information
  • word processing (dictation, correspondence, memos, etc... )
  • data entry and verification
  • managing files
  • project management
  • designing forms, training and/or marketing materials
  • drafting legal documents
  • compile data and preparing financial reports
  • mail merge/mass mailings
• Skilled at formatting and communicating effectively in writing as appropriate for the needs of the audience.
• Ability to understand the written word, sentences and paragraphs in work related documents.
• Highly developed time management, organizational and prioritization skills with the ability to multi task with clarity; facilitating several projects at the same time with the ability to monitor and assess one's own self.
• Skilled at getting information by observing, receiving and/or researching to obtain information from relevant sources.
• Knowledgeable and able to evaluate information to determine compliance with standards.
• Able to remember information such as words, numbers and procedures.
• Professional level communication, interpersonal and relationship building skills. Able to listen (give full attention to what other people are saying), be empathetic and influence other people in written or verbal forms. Creatively presenting and disseminating information and concepts in an effective manner.
• Remain current with ever changing technology.
• Demonstrate aptitude for working in sensitive environments requiring a high degree of confidentiality.
• Able to identify developmental needs of others and coach, mentor or otherwise help others to improve their knowledge or skills.