Coordinator Concierge Service

Full-time
Description What makes The Harris Law Firm voted The Best Law Firm and Best Lawyers by Best Lawyers® every year since 2019 and the 2023-2026 BEST PLACES TO WORK - LAW FIRMS!?
The Harris Law Firm is more than a place to work. Our mission is to provide superior legal representation and outstanding client service while showing respect and appreciation for our team and thoughtful care for our community.
With established roots in family law and an expanding range of legal services, we help clients navigate important decisions across multiple areas of their lives. Our WeCare® initiative encourages us to care for our clients, our community, and ourselves. Through involvement in Denver’s business and charitable communities and a longstanding commitment to pro bono service, we put those values into action. Here, you’ll find colleagues who support one another, celebrate growth, and recognize the difference every role makes in the client experience.
We offer a comprehensive benefits package designed to support your health, financial well-being, and professional growth, including:
Health insurance and a 401(k) with an employer match.
Company-paid short-term disability, long-term disability, and accidental death and dismemberment (AD&D) coverage.
Regular training and professional development opportunities.
A $20 monthly wellness stipend through Thrive Pass to help you take care of yourself.
The Harris Law Firm is an equal opportunity employer.
You will help clients feel supported from the very first call. Are you someone who builds trust easily, follows through, and enjoys helping people navigate important decisions? The Harris Law Firm is seeking a WeCare Concierge to serve as a consistent point of contact who guides prospective and retained clients through their experience with The Harris Law Firm, from initial inquiry through case closure. They build relationships, coordinate handoffs, follow up on outstanding items, and help resolve service concerns. Working closely with attorneys, paralegals, and leadership, the WeCare Concierge helps each client feel informed, supported, and connected throughout their matter.
Persistently monitor and respond to all Potential New Client Information relevant inquiries (email, internet, phone and referrals); Follow up with all Potential New Client Information (PNC) voicemail, chat or email inquiries in a timely manner
gather relevant information, identify service needs, and document client concerns and communication preferences.
provide consistent service throughout business hours.
Explain approved information about firm services and retention steps, use effective, client-centered sales techniques to address concerns and convert appropriate prospective clients into retained clients, and coordinate post-consultation follow-up, engagement documents, and other retention requirements.
Use Sales Force to enter all Potential New Client Information
Manage referral data and processes, including documenting referral sources and coordinating required follow-up under firm procedures.
Partner with fellow WeCare Concierges to provide timely, consistent client support, including shared coverage and assistance across client assignments as needed.
May assist with client onboarding and general case orientation, in coordination with the legal team and other departments, including engagement agreements, client portals, communication expectations, billing contacts, document submission, and immediate next steps. Responsibilities may be shared based on established workflows and must follow firm-approved materials and attorney guidance, without predicting outcomes or providing legal advice.
Confirm retention items are complete, coordinate missing information, and identify needs or concerns that require legal team or leadership attention.
Relay legal team-approved updates, connect clients with the appropriate team for legal, billing, or other questions, and follow up to ensure their needs are addressed.
Document client contacts, commitments, outstanding items, concerns, and handoffs in the firm’s systems so team members have a reliable record of the client experience.
Recognize communication gaps, dissatisfaction, confusion, or potential service concerns early; provide approved process support and elevate promptly according to procedure.
Coordinate administrative and client-service closure activities once authorized by the legal team, ensuring clients understand remaining administrative steps and whom to contact for future assistance.
Coordinate with Client Financial Services on final billing and any applicable retainer refunds; track outstanding client-service questions and follow through to resolution. Conduct a closing client service check-in, gather feedback, and coordinate satisfaction surveys or review requests in accordance with firm procedures.
Requirements Education and Experience 2 or more years of customer service or sales experience; 1+ years of experience in law firm preferred
Experience coordinating client services or managing client relationships preferred
Proficiency in Microsoft Office and database entry; Salesforce experience preferred.
Excellent interpersonal and customer service skills
Ability to work independently, multitask, solve service issues resourcefully, follow established procedures, and maintain accountability for client communication and assigned tasks.
PHYSICAL DEMANDS Prolonged periods sitting at a desk and working on a computer
WORKING CONDITIONS AND ENVIRONMENT While performing the duties of this job the employee is regularly exposed to a typical business office environment. The ability to share workspace, travel by car or train, dress in proper business attire, attend meetings and meet deadlines are all requirements of this position.
Bonus opportunity: Up to $7,000 annually based on team performance.
Salary Description $65,000 + Bonus opportunity

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