Customer Service Specialist

CLIENT SERVICE SPECIALIST

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Department: Operations

Reports to: Director of Operations

FSLA Status: Exempt

Hours Per Week: Full time, 36-40

Work Days: Monday – Friday, 9:00am – 5:00pm

Compensation: $15.00 - $17.00/hour, periodic reviews, paid holidays, generous paid-time off policy, 401(k), benefits eligibility (health insurance, dental and vision insurance, supplemental insurance, group life insurance, long-term disability insurance).

We are a Lansing-area law firm dedicated to helping clients. Our firm encourages initiative in problem solving, continuous learning, collaborative effort, curiosity, generosity, and adaptability. Our team members are valued, treated with respect, and empowered to grow.

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Our new team member must excel in providing exceptional customer service and a successful candidate will enjoy communicating with clients in-person, by telephone, and in writing. 

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The Client Services Coordinator must be able to work independently to schedule client meetings, manage attorney calendars, ensure the timely progression of client matters through law firm processes, and keep client information accurate and up to date. 

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In addition, the CSS will provide administrative support, including filing, scanning, managing law firm correspondence, and using software to assist with invoicing and file management.

Qualifications:

• High School Diploma or GED
• Client or customer service background preferred
• Personable and welcoming nature
• Excellent written and verbal communication
• Computer skills including ability to type at least 40wpm, proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams, etc.) and Adobe Acrobat, comfortability with learning new programs and utilization of internet tools
• Able to manage and schedule for multiple calendars
• Proficient in operating and troubleshooting basic office equipment (i.e. copier, fax machine, computer, phone, smart screen, tv)
• Detailed, organized, and thorough document management
• Willingness to become a Notary Public
• Attention to detail and consistent follow up
• Ability to perform in high volume work environment, requiring excellent time management and muti-tasking skills

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Duties and Responsibilities

• Timely and regular attendance
• Maintain the front of office, conference rooms, and waiting room as clean, tidy, and welcoming spaces
• Greet all visitors and callers with a hospitality level of service
• Manage the phones including answering phones, screening calls, taking messages, following up on messages
• Administrative support including communicating with clients, preparing client files, photocopying and scanning, and making travel arrangements
• Understanding client limitations and thinking outside the box to assist
• Open, sort, and distribute mail
• Schedule meetings and conference rooms; sometimes requiring coordinating catering, preparing room set up, and ensuring audio-visual equipment needs are met
• Maintain confidentiality with regards to clients, firm interests, and employees
• Assist clients, lawyers, staff, and visitors with requests for special arrangements or services, including; transportation, restaurant, travel, and lodging
• Onboard new clients, track new client metrics, generate weekly report
• Managing accounts and ensure client information is up-to-date 
• Monitor customer feedback and create reports on customer service metrics 
• Respond to all requests in an accurate and timely manner
• Assist firm staff with sundry duties at desk as needed
• Spearhead our Maintenance Plan Program for client support and retention
• Proactively provide feedback to management on any issues that affect office, support needs, or conference rooms
• Participate in or manage special projects as necessary
• Participate in meetings as required
• Perform other duties as assigned

To apply: Please email your resume to connect@family-elder-law.com with “Client Service Specialist” in the subject line. You are welcome but not required to include a cover letter.