Jean Baptiste & Associates

We are seeking a professional, organized, and client-focused Client Services Representative to join our legal services team. This position serves as one of the primary points of contact between the firm and its clients and prospective clients.

The successful candidate will communicate with clients professionally, respond to inquiries, coordinate appointments, assist with the client intake process, maintain accurate records, and ensure that clients receive timely and courteous support throughout their interaction with the firm.

This is a non-attorney position. The Client Services Representative will not provide legal advice or independently interpret legal matters.

Key Responsibilities

- Serve as a primary point of contact for clients and prospective clients.

- Respond to client inquiries by phone, email, and other approved communication channels.

- Conduct initial client intake and collect relevant information accurately.

- Enter and maintain client information in the firm's case-management or CRM system.

- Schedule consultations, appointments, meetings, and follow-up calls.

- Follow up with prospective clients regarding consultations, documentation, and next steps.

- Provide clients with general information about the firm's services and administrative processes.

- Route legal questions and substantive case matters to the appropriate attorney or legal professional.

- Maintain accurate and organized electronic client files and records.

- Monitor client requests and ensure that inquiries are addressed or appropriately escalated.

- Communicate case-related administrative updates to clients as authorized by the firm.

- Coordinate with attorneys, paralegals, legal assistants, and other members of the firm.

- Assist with document collection and ensure required information is received from clients.

- Maintain confidentiality and handle sensitive client information appropriately.

- Follow firm policies, procedures, and client communication standards.

- Provide a professional and positive client experience at every point of contact.

- Perform other administrative and client-support duties as assigned.

Daily Activities May Include

- Answering incoming client calls and responding to emails.

- Speaking with prospective clients about their general needs and determining the appropriate intake process.

- Collecting contact information and preliminary case information.

- Scheduling attorney consultations.

- Following up with clients who have not submitted required documents.

- Updating client records and case-management systems.

- Sending approved forms, instructions, and administrative communications.

- Escalating urgent or legal questions to the appropriate attorney or team member.

- Checking outstanding client requests and ensuring timely follow-up.

Qualifications

Required

- High school diploma or equivalent.

- 1–3 years of experience in customer service, client services, intake, administration, legal services, healthcare, insurance, or a similar client-facing environment.

- Excellent verbal and written communication skills.

- Strong organizational and time-management abilities.

- Professional telephone and email communication skills.

- Strong attention to detail.

- Ability to handle confidential information responsibly.

- Comfortable working independently in a remote environment.

- Reliable internet connection and appropriate equipment for remote work.

- Proficiency with common computer applications, email, calendars, and document-management systems.