Client Experience Coordinator

Client Experience Coordinator Pappas Gibson LLC — Columbus, Ohio (Hybrid) Full-Time | $48,000–$55,000

About us

Pappas Gibson LLC is a Columbus-based estate planning law firm focused exclusively on helping Ohioans protect what matters most. We don't do a little bit of everything — we do one thing, and we do it well. Our team is small, our work is meaningful, and we're growing deliberately.

We're building a service model that delivers attorney-supervised estate plans faster and more accessibly than traditional law firms — and we're looking for the person who makes sure every client and every referral partner feels taken care of from first contact to finished plan.

The role

This is not a paralegal position. You won't be drafting documents or providing legal advice. What you will be doing is making sure that nothing falls through the cracks.

You are the connective tissue of the client experience. You own the follow-through that turns an inquiry into a scheduled consultation, a completed questionnaire into a booked appointment, and a delivered plan into a confirmed signature. When a client goes quiet, you follow up. When a referring advisor sends someone our way, you make sure they hear back. When a matter stalls between steps, you're the one who notices.

If you get genuine satisfaction from closing loops, keeping things moving, and making people feel like they're in good hands — this role was built for you.

What you'll own

• All client intake coordination — calls, emails, and online questionnaire submissions routed to the right attorney and path
• The follow-up protocol: every prospect who makes contact receives at least two personal follow-up attempts before a matter is closed as unresponsive
• Scheduling across all three service paths, including consultation appointments and plan review meetings
• Engagement letter distribution and payment follow-up
• Client portal management and document delivery
• The advisor acknowledgment loop: every referring financial advisor hears back when their client schedules and again when their plan is delivered
• Post-delivery follow-up sequence: checking in at Day 3 and Day 30 to confirm clients have executed their documents
• Existing client outreach coordination for annual plan reviews
• Matter tracking in Clio — every open matter has a visible next action and nothing stalls without someone noticing

What we're looking for

• 2 years of experience in a client-facing coordination, administrative, or operations role — law firm experience is a plus but not required
• Exceptional follow-through — you don't let things sit, you don't assume someone else handled it, and you notice when something is overdue
• Warm, clear communicator — in writing and on the phone, you make people feel taken care of without being performatively cheerful about it
• Organized and systems-minded — you like having a process, you notice when the process isn't working, and you say something about it
• Comfortable with ambiguity in a growing firm — we have good bones and we're building the rest, which means some things won't be perfectly defined on Day 1
• Proficiency with or ability to quickly learn Clio (our practice management platform), standard scheduling tools, and Microsoft Office

What this role is not

We want to be honest with you: this is a coordination and client experience role, not a stepping stone to practicing law. If your goal is to become a paralegal or attend law school, this probably isn't the right fit. If your goal is to be the person who makes a high-quality professional services firm run smoothly and feel excellent to every client who comes through — we'd love to talk.

What we offer

• $48,000–$55,000 salary depending on experience
• Hybrid schedule — some in-office time at our Columbus location, some remote
• A small team where your work is visible and your contributions matter
• A firm that is growing intentionally, not chaotically — you'll have real ownership of your role from Day 1

To apply

• Send your resume and a brief note — not a formal cover letter, just a paragraph or two — telling us about a time you owned a follow-through process or kept something from falling through the cracks. Applications without a note will not be reviewed.