Client Services Coordinator

Job Title: Client Services Coordinator
Type: Full-time, In-office
Location: Rhinelander, Wisconsin
Industry: Estate Planning & Elder Law

About Us

Hougum Law Firm, LLC is an estate-planning law firm dedicated to serving families and individuals across Wisconsin. Our mission is to help clients protect their legacies, simplify the complex, and provide peace of mind. We value professionalism, empathy, excellent client experience, and teamwork.

Position Overview

As our Client Services Coordinator, you will be a key member of our client-facing operations team. You’ll handle inbound and outbound calls, support client intake, assist in appointment scheduling, and ensure our clients feel supported, informed, and cared for throughout their experience. This is an onsite role in our Rhinelander, WI office.

Key Responsibilities

• Serve as a primary point of contact via phone, email, and in-office interactions: greet clients, handle incoming phone calls, respond to client inquiries, and transfer or escalate as needed.
• Manage client intake: conduct initial screenings, collect and input client data into our case management system, set up client files, prepare engagement materials.
• Schedule, confirm, and coordinate client appointments (in-office or virtual), including confirmations, reminders, calendar management, and follow-up rescheduling as needed.
• Maintain excellent client relations: provide timely, friendly, clear communication; anticipate client questions; ensure a smooth, welcoming experience.
• Work closely with attorneys, paralegals, and other support staff to ensure client matters move forward smoothly.
• Track workflow and client status: monitor file progression, update status in systems, identify bottlenecks, and assist in maintaining deadlines.
• Support client experience operations: handle high volume of inbound calls, maintain quality and professionalism, document call outcomes, and measure key metrics.
• Assist with various administrative tasks: data entry, document scanning, file maintenance, preparing correspondence, generating reports, and supporting special events or workshops when required.
• Adhere to firm policies and legal-industry best practices regarding confidentiality, professionalism, and regulatory compliance.

Required Qualifications

• Minimum of 1–2 years experience in a client services, call center, customer service, or legal-administrative role.
• Strong phone-based communication skills: ability to speak professionally, clearly, and patiently with clients.
• Excellent organizational skills, detail-oriented, able to manage multiple tasks and shifting priorities with minimal supervision.
• Proficient with Microsoft Office (Word, Excel, Outlook); ability and willingness to learn new software and case management tools.
• Comfortable and competent working in a hybrid environment: splitting time between office (Wausau) and remote work as required.
• Positive, empathetic, solution-oriented approach to client service—especially important in estate-planning contexts where clients may be dealing with sensitive or emotional issues.
• High level of professionalism, strong work ethic, and ability to represent the firm well.
• Ability to maintain confidentiality and exercise discretion in all client interactions.

Preferred Qualifications (but not required)

• Experience working in an estate-planning, elder-law, or legal-services firm.
• Call-center experience with measurable metrics (e.g., volume of calls handled, conversion, service levels).
• Familiarity with legal CRM or case-management software (e.g., Clio, Lawmatics, MyCase).
• Notary public certification or willingness to become one.
• Knowledge of wills, trusts, powers of attorney, probate/estate-administration basics.

Schedule & Work Arrangement

• Typical hours: Monday-Friday, standard business hours (e.g., 8:00 a.m.–5:00 p.m.); occasional flexibility required (e.g., client seminars, outreach events).
• Full-time position; hourly rate to be determined based on experience.

Benefits

• Competitive compensation.
• Paid time off, holiday pay.
• Health, dental, vision insurance options.
• Retirement plan (401(k) or equivalent) with employer-match.
• Opportunity for professional growth within a firm focused on service, excellence, and a positive culture.
• Engaging, team-oriented workplace where your role directly contributes to clients’ peace of mind and our firm’s mission.

Why You Should Apply

If you bring strong client-service instincts, enjoy working in a dynamic, semi-remote environment, and want to contribute to meaningful work helping families through estate planning, you will thrive here. You’ll be part of a supportive team that values your voice, encourages initiative, and lets you grow.