Client Engagement Specialist

Client Engagement Specialist

Are you the kind of person who lights up on the phone, thrives on helping people, and loves the thrill of turning interest into action? Rutkowski Law Firm is looking for a Client Engagement Specialist to be the warm, confident first voice our potential clients hear. In this role, you'll guide families through their first interaction with us booking meaningful appointments that lead to peace of mind and lasting legal protection. If you're energetic, organized, and passionate about people, we want to hear from you.

Responsibilities

• Respond promptly and warmly to all new client inquiries by phone, web, or referral within 1 hour during business hours
• Qualify potential clients using clear, empathetic conversation flows and firm-provided intake criteria
• Confidently schedule 20+ appointments per week with qualified leads for our legal team
• Re-engage unbooked leads through follow-up calls, emails, and texts, with a goal of scheduling at least 2 additional appointments per week from reactivations
• Document all client interactions accurately and consistently in our CRM
• Collaborate with the sales and legal teams to ensure a smooth, professional client experience from first contact to first meeting
• Track and report lead engagement metrics and identify trends or gaps that impact the booking rate
• Contribute to a team culture grounded in empathy, responsiveness, accountability, and continuous improvement

Qualifications

Required:

• 13 years of experience in client service, inside sales, appointment setting, or a similar front-line role
• Exceptional verbal communication skills confident, clear, and empathetic on the phone
• Strong organizational skills with the ability to manage multiple conversations and follow-ups simultaneously
• Comfortable using CRM systems, phone platforms, and online scheduling tools
• Proven ability to meet and exceed individual performance goals (e.g., booking targets, response time SLAs)
• Reliable, self-motivated, and eager to contribute to a fast-moving team
• High emotional intelligence and the ability to handle sensitive client situations with warmth and professionalism
• Coachable with a growth mindset open to feedback, training, and continuous improvement

Preferred:

• Experience working in a law firm, medical office, or other professional service business
• Familiarity with estate planning, elder law, or working with senior clients and their families
• Prior training in sales, intake, or consultative communication frameworks
• Experience in a high-volume call or lead-response environment
• Michigan-based (or Eastern/Central time zone), even if working remotely

Compensation $45,000 - $75,000 yearly About The Rutkowski Law Firm

We are a fast-growing, client-focused estate planning and elder law firm serving families across Michigan, and what truly sets us apart is how we treat people.

Our mission is to give families peace of mind by making complex legal planning clear, personal, and actionable. We combine top-tier legal expertise with a Disney-level client experience warm, approachable, and always centered on what's best for the client.

We operate on the Entrepreneurial Operating System (EOS) and are guided by a strong set of core values:

• Teamwork Makes the Dream Work
• Dynamic Chameleon with a Growth Mindset
• Owner Mentality
• Family-Focused
• Disney Experience
• Don't Act Like an Attorney

We are a collaborative, values-driven, and growth-minded team that believes the legal industry canand shouldbe done differently.

If you're someone who takes ownership, cares deeply about client experience, and wants to be part of a firm that is raising the standard of service in estate planning, you'll thrive here.