Wilson & Kester, P.l.c.

The Client Care Coordinator serves as the first point of contact for incoming calls from potential new clients inquiring about legal services. First impressions are everything!  The role requires a compassionate individual who wants to help families during challenging circumstances.  

You will perform conflict hecks, actively listen to obtain information and determine whether the firm can resolve the potential client's legal matter, and guide potential client on next steps.  Attention to detail and the ability to notate critical information accurately are necessary.  

Essential Functions  

• Respond to client inquiries  

• Perform conflict checks using specialized conflict checking software 

• Verify opposing party information and identify potential conflicts  

• Obtain contact information, county of residence, and nature of legal matter  

• Maintain strict confidentiality and comply with legal industry requirements  

• Screen calls to ensure cases fall within firm scope  

• Conduct comprehensive intake interviews with empathy and professionalism   

• Gather detailed information about family law matters and assess client readiness  

• Identify urgent matters requiring immediate attention  

• CRM Management & Documentation  

• Enter potential new client information accurately into CRM system  

• Maintain detailed records of all client interactions and communications 

• Document conversation details in CRM.  

• Consultation Coordination  

• Schedule consultations between potential clients and Client Engagement Specialist  

• Prepare detailed intake summaries for seamless handoffs  

• Schedule consultations based on specialist availability   

• Follow up on missed appointments to reschedule  

• Client Communication and Follow-Up  

• Reach out to clients who have advanced to assigned stages within the CRM  

• Follow-up with potential new client who have become inactive to re-establish communication and assess their needs  

• Proactively manage the Client Engagement Specialist’s calendar  

Key Performance Indicators  

• Initial Response Time: Reach out to Lead within 2 hours of initial contact  

• Follow-Up Timeliness: Complete follow-up action items in CRM within a specified timeframe

• PNC to Schedule Rate: 90% of qualified leads are scheduled for an Initial Case Assessment

• ICA Appointment Attendance Rate: 100% target  

Competencies  

• Active listening – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.  

• Speaking – Talking to others to convey information effectively.  

• Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.  

• Service Orientation – Actively looking for ways to help people.  

• Ability to operate standard office equipment and keyboards.  

• Lifting and carrying small parcels and packages.  

• Standing, walking, and sitting. 

• 2 years customer service or professional services sales experience with phone-based client interactions.

• Advanced Microsoft Office proficiency including Excel, Microsoft Word, etc.  

• Strong data entry and computer skills with attention to detail  

• Professional phone presence with eloquent, empathetic communication  

• Emotional resilience and professional composure - ability to provide compassionate support while maintaining healthy professional boundaries during emotionally charged conversations  

  Preferred:   

• Legal industry or family law experience  

• Customer Relations Management system experience