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Job description
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.
♦ 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
The position reports directly to Managing Attorney in addition to hundreds of clients while still managing potential new clients, quality control of work product, scheduling meetings, handling Zoom events, gathering data from clients to complete various documents, and the list goes on and on and on. You will be interacting with people daily so charm and tact are essential.
Job Type: Full-time
Pay: $17.39 - $19.02 per hour
Expected hours: 40 per week
Benefits:
Compensation package:
Schedule:
Experience:
Ability to Commute:
Ability to Relocate:
Work Location: In person
Full Time
$60k-79k (estimate)
03/04/2024
06/29/2024