Customer Service Representative

Client Service Specialist

Are you the kind of person who can instantly put others at ease, creating a sense of trust and professionalism from the very first conversation? Do you have a talent for navigating emotionally charged conversations balancing empathy and clarity while confidently guiding people toward the right next steps? Can you manage a high volume of incoming leads without letting a single one slip through the cracks, all while keeping your communication thoughtful and client-centered? Is your approach to client service rooted in a genuine desire to help, combined with the focus and initiative to follow through on every detail? Final question: When faced with a challenge, do you get excited or run away?

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At LS Carlson Law, a dynamic, multi-state law firm headquartered in Aliso Viejo, California, we are dedicated to delivering strategic dominance in legal representation. Focusing on HOA disputes, business litigation, and real estate conflicts, our battle-tested attorneys operate with a singular objective to win. We prioritize efficiency and innovative strategies, challenging the archaic approaches of traditional law firms. Our commitment to client service is unwavering, ensuring that each client receives personalized and effective legal solutions.

Our team is composed of highly skilled professionals who collaborate closely with clients to isolate specific end goals and engineer aggressive, efficient attack plans. We pride ourselves on our ability to adapt and evolve, constantly seeking new heights in legal excellence. Our culture is rooted in respect, collaboration, and a relentless pursuit of success, both for our clients and our team members.

At LS Carlson Law, the Client Service Specialist plays a mission-critical role in shaping how clients experience the firm from the very first interaction. You won't just be managing leads or booking appointments you'll be crafting moments of clarity and reassurance during what is often one of a client's most stressful days. You'll be responsible for creating a smooth, empathetic, and efficient experience from intake to consultation, leveraging both emotional intelligence and operational precision. As a key voice of the firm, you will translate our reputation for legal excellence into human connection and trust, ensuring that every client feels heard, understood, and supported. This is more than a front-facing role it's an opportunity to make meaningful first impressions, reinforce our commitment to client-centered advocacy, and set the tone for a client experience that reflects the strategic, modern, and values-driven identity of LS Carlson Law.

What you'll do:

• Call Management: Serve as the firm's first point of contact, answering inquiries, gathering preliminary details, and setting a tone of professionalism and care. Create a welcoming and empathetic experience that makes every potential client feel heard and supported.
• Lead Qualification: Qualify or disqualify leads by gathering key information, and determining alignment with the firm's services.
• Lead Pipeline Management: Take full ownership of clearing the lead pipeline by promptly handling inquiries from all sources and ensuring no lead is left unattended. Follow up consistently, track progress, and move each lead forward with accuracy and urgency.
• Client Engagement & Support: Maintain consistent communication and build trust with potential clients by answering questions, providing updates, and guiding them through the early stages of the process. Gather additional documentation as needed to ensure smooth and informed follow-through.
• Consult Coordination: Schedule consultations by consulting attorney and client availability across calendars. Proactively resolve scheduling conflicts, ensuring both parties are aligned on appointment expectations.
• AI-Assisted Information Compilation: Collect and organize documents submitted by potential clients, using AI tools to synthesize timelines, key details, and supporting materials into a clear, structured overview. Help ensure attorneys are equipped with a concise snapshot to support an efficient and informed consultation.
• Team Collaboration: Work closely with your fellow Client Services team members and other departments to coordinate lead handling, maintain alignment on responsibilities, and ensure a smooth, consistent intake experience for every potential client.
• Fast-Paced Workflow Execution: Thrive in a fast-paced, dynamic environment with the ability to manage back-to-back calls and shifting priorities during periods of high volume, all while maintaining a high level of professionalism and attention to detail.

What we're looking for:

• Experience: At least 23 years in a client-facing role such as legal intake, hospitality, healthcare, sales, or a similarly fast-paced, service-driven environment. Experience in a law firm setting is a plus.
• Client Conversation Management: Ability to navigate conversations with clients undergoing stressful situations with empathy and composure. You lead interactions with confidence genuinely listening and caring, yet expertly guiding each conversation with clarity and purpose.
• Communication Skills: Exceptional verbal and written communication abilities, with a talent for making clients feel heard, respected, and guided regardless of outcome.
• Initiative and Follow-Through: Proactive, diligent, and detail-oriented, with a strong sense of ownership over your work. You care about getting things right, take initiative without waiting to be asked, and ensure nothing slips through the cracks.
• Empathy and Compassion: A genuine desire to help individuals, treating each person with dignity and respect, regardless of case viability.
• Organizational Skills: Strong attention to detail with the ability to manage multiple tasks and priorities effectively.
• AI Proficiency: Demonstrated knowledge of AI tools with a track record of using them effectively to streamline tasks, synthesize information, and support client communication or internal processes.
• Software Proficiency: Proficiency in Microsoft Office (Word, Excel, Outlook) to manage client records, correspondence, and documentation efficiently. Experience using a CRM is highly advantageous, although not required.

Why you should work here:

• Strong Firm Culture: Join a thoughtful and united team led by an attentive firm owner and colleagues who are deeply invested in both individual and firm-wide success.
• Cross-Department Collaboration: Work alongside supportive teammates from different departments who are eager to help, mentor, and collaborate as you grow in your role.
• Growth and Evolution: Be part of a firm that is constantly evolving, embracing change, and establishing itself as a bold force in the legal industry.
• Creativity in Action: Thrive in an environment that encourages innovation and actively puts creative ideas into motion.
• Personal and Professional Development: Enjoy access to mentorship, team-building events, and intentional growth opportunities designed to help you flourish both personally and professionally.

Compensation:

• The compensation for this position is up to $28.00 per hour, commensurate with experience and qualifications.

Additional perks:

• 401(k): Plan for your future with access to a retirement savings plan.
• Health Insurance: Enjoy comprehensive medical benefits to support your well-being.
• Dental Insurance: Dental coverage available through the Firm's group plan to keep your smile healthy.
• Vision Insurance: Vision coverage available through the Firm's group plan to help you maintain clear focus.
• Life Insurance: Group life insurance is available as an optional add-on for additional peace of mind.
• Paid Time Off: Take the time you need with a generous PTO policy.

We're all about working hard and staying humble. In the spirit of humble bragging, here are some of our awards and accolades:

• IMPACT 2022 Law Firm of the Year
• IMPACT 2023 Best Place to Work
• Nextdoor 2023 Neighborhood Fave
• Lawyers of Distinction 2023 Excellence in Civil Litigation
• OC Business Journal 2023 Excellence in Entrepreneurship Nominee
• Featured in Inc. Magazine, South County Magazine, Riviera Magazine, Orange County Business Journal, American Bar Association Business Law Section, and more!

Videos and Media:

• HOA Branding Video
• Client Experience
• HOA Dispute Consultation