Client Care Specialist

Job Description

Job Description

At Mason Law & Planning Group, LLC, we hold ourselves to an exceptionally high standard. Our clients trust us with important matters involving their families, businesses, and financial futures, and we believe that trust should be reflected in every aspect of the client experience.

We are seeking a polished, highly professional, dedicated, and detail-oriented individual who thrives in a fast-paced environment. This is a highly varied role requiring someone who can multitask, prioritize competing demands, adapt quickly, and maintain exceptional accuracy under pressure.

We are looking for a true jack-of-all-trades with an ownership mentality —someone who is eager to learn, takes initiative, follows through, and is willing to step in wherever needed.

Our culture reflects the Hungry, Humble, Smart philosophy: hungry to learn and contribute, humble enough to receive direct feedback and use it to improve, work as a team, and smart in how you communicate, prioritize, exercise judgment, and solve problems.

Position Summary

The Client Care Specialist provides client-facing, administrative, and operational support to attorneys, paralegals, and the firm as a whole.

This is a fast-paced, high-detail position where priorities can change quickly, and multiple responsibilities may require attention at the same time. The successful candidate must be able to work efficiently without sacrificing accuracy, maintain professionalism during busy periods, and take ownership of responsibilities from start to finish.

Essential Responsibilities

• Provide administrative assistance to the legal staff in our law office.
• Welcome anyone and everyone who comes into the office or calls with a friendly and inviting personality.
• Track, organize, scan, and file various documents electronically and in physical folders. Upload documents to the database, update records, enter data, and perform other various administrative tasks as assigned with extreme attention to detail.
• Manage schedules, including coordinating appointments, meetings, and business travel.
• Field leads and help ensure that potential clients meet with the attorneys for initial consultations.
• Attend after-hours education seminar events and provide day-of support (set-up, registration, clean-up, etc.).
• Assist with post-event summaries, attendee follow-up, and acquisition of potential clients.
• Field calls from current clients with questions or concerns, help when possible, and direct them to the appropriate legal staff for advice when needed.
• Maintain the public areas of the office (front desk, signing rooms, and conference rooms), ensuring they remain clean and tidy. Duties include, but are not limited to, trash collection, wiping down surfaces, and supply organization.
• Contribute to the team effort by accomplishing related tasks as needed.
• Assess the urgency of situations and determine appropriate actions, monitor status of pending items, provide follow-up, and keep management informed by communicating a wide variety of information.
• Maintain and utilize legal and data management systems. Work with confidential records.

What We Value

Professionalism – You understand that every interaction represents the firm and consistently demonstrate polish, discretion, sound judgment, and respect.

Attention to Detail – You notice what others miss, double-check your work, and understand that accuracy is essential in a legal environment.

Adaptability & Multitasking – You thrive when things are moving quickly, can manage interruptions and competing priorities, and can shift gears without losing track of responsibilities.

Ownership – You follow through, communicate proactively, and take responsibility for seeing your work through to completion.

Hungry, Humble, Smart – You are eager to learn, receptive to feedback, collaborative, thoughtful, and motivated to continually improve.

Team Mindset – You believe in a “see a need, fill a need” approach and understand that everyone contributes to the success of the firm and its clients.

Other Duties

In a small, high-performing law firm, everyone is expected to pitch in when needed. Team members may be asked to support responsibilities outside their primary duties to meet the needs of the firm and its clients.

Travel Requirements

Occasional local travel within the greater Colorado Springs area may be required for educational seminars, community events, and other professional engagements.

Equal Opportunity Employer

Mason Law & Planning Group, LLC is committed to providing a workplace free from unlawful discrimination and harassment and complies with applicable federal and Colorado laws regarding equal employment opportunity and nondiscrimination.

Requirements

• 3+ years of administrative experience in a mentally fast-paced, high-demand environment.
• 1+ year of client care or client-facing experience in a professional setting.
• High school diploma or equivalent.
• Experience working in a highly structured, process-driven environment where accuracy, organization, and adherence to established procedures are essential.
• Demonstrated ability to multitask, prioritize competing demands, manage frequent interruptions, and maintain exceptional attention to detail in a fast-paced environment.
• Strong professional communication skills and the ability to represent an organization with polish, discretion, and professionalism.
• Demonstrated ability to learn new systems, adapt to changing priorities, and take ownership of responsibilities.

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• On-site gym
• Paid time off
• 401k with matching