What are the responsibilities and job description for the Client Experience Coordinator position at Cocheco Elder Law Associates, PLLC?
Job Title: Client Experience Coordinator
FLSA Exempt Status: Non-Exempt
Reports to: Law Firm Leader
Job SummaryJoin our team at Cocheco Elder Law Associates, where we guide clients through estate planning, probate, trusts, and elder care matters. As the Client Intake Specialist, you will play a critical role in triaging potential prospective clients, managing all client intake, and ensuring seamless communication. This position serves as the first point of contact for the firm, making active listening, effective communication, and professionalism key to success. You will also act as a backup phone responder, ensuring no client request goes unanswered.Responsibilities
Please note: This position involves occasional light lifting (up to 50 lbs.) and a mix of standing, sitting, and movement throughout the workday.
FLSA Exempt Status: Non-Exempt
Reports to: Law Firm Leader
Job SummaryJoin our team at Cocheco Elder Law Associates, where we guide clients through estate planning, probate, trusts, and elder care matters. As the Client Intake Specialist, you will play a critical role in triaging potential prospective clients, managing all client intake, and ensuring seamless communication. This position serves as the first point of contact for the firm, making active listening, effective communication, and professionalism key to success. You will also act as a backup phone responder, ensuring no client request goes unanswered.Responsibilities
- Client Intake and Triage: Handle incoming inquiries from prospective clients, assess their needs, and scheduling initial consultations based on the level of planning needed.
- Scheduling initial consultations, reviews and additional client meetings.
- Effective Communication: Communicate clearly and professionally via phone and email, ensuring prompt and accurate responses to client inquiries.
- Active Listening: Listen attentively to clients’ concerns, demonstrate empathy, and ask clarifying questions to provide the best support.
- Backup Phone Responder: Serve as the backup for incoming phone calls, ensuring no calls are missed and that clients feel heard and valued.
- Technology Utilization: Use Microsoft Office Suite and law firm software to manage client information, schedule appointments, and maintain records accurately.
- Daily Operations Support: Assist with filing, scanning, and other administrative tasks, contributing to the smooth running of the office.
- Education: A high school diploma is required; professional certification or an associate degree is a plus.
- Experience: Prior professional experience in a client-facing or administrative role is preferred.
- Communication Skills: Demonstrated ability to communicate clearly, both verbally and in writing, with strong phone etiquette and professional email skills.
- Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and willingness to learn industry-specific law firm software.
- Listening Skills: Strong active listening abilities to understand and address client needs effectively.
- Team Player: Collaborative mindset with the ability to work independently and adapt in a fast-paced environment.
Please note: This position involves occasional light lifting (up to 50 lbs.) and a mix of standing, sitting, and movement throughout the workday.