Client Care Liaison

Rossen Law Firm • Fort Lauderdale, FL

1d • Hybrid

About The Position

We're seeking an exceptional Client Care Liaison to join our dynamic criminal defense law firm based in Fort Lauderdale, Florida. Our team of passionate professionals is devoted to providing the highest-quality defense for the South Florida community. This role is the critical bridge between our prospective clients, our sales team, and our legal department. You'll be one of the first voices callers hear when they're having the worst day of their lives, and you'll also be the steady, reassuring hand that walks new clients through onboarding after they hire the firm. You'll gather the information our attorneys need to build early defense strategies, collect documents and evidence, and ensure every signed client is fully transitioned to our legal team within 48 hours.

Requirements

• 1–3 years of experience in a law firm setting (Legal Assistant, Intake Specialist, or Paralegal) is highly preferred
• Proven track record in high-level customer service
• Exceptional English speaking and written communication skills
• Fluency in Spanish is a strong plus
• Extreme attention to detail
• Hyper-organized, with the ability to manage multiple clients and relentlessly follow up on missing documents
• Deep understanding of (or ability to quickly learn) attorney-client privilege and the importance of absolute confidentiality
• Proficiency with CRM or case management software and Microsoft Office / Google Workspace
• Ability to de-escalate stressed or emotional callers with patience and empathy
• Self-starter who takes initiative and accepts constructive feedback like a professional

Responsibilities

• Greeting clients and visitors, both by telephone and in person, and scheduling appointments in a friendly and professional manner
• Answering inbound inquiries (phone, web leads, emails) promptly, with compassion and outstanding customer service
• Processing client intake paperwork in our case management system and triaging initial screenings as needed
• Serving as the primary point of contact immediately after a client signs their contract, delivering a warm handoff from sales to legal
• Proactively tracking down and collecting all necessary onboarding documents, evidence, and preliminary case files from the client
• Guiding new clients through the basics of legal paperwork, ensuring everything is signed, returned, and filed accurately
• Organizing and compiling the complete client information so it is 100% ready for the assigned attorney and legal team
• Ensuring every signed client is handed off to the legal team within 48 hours of retaining the firm
• Stepping in to support legal calls for basic client updates when a Case Manager is unavailable
• Participating in weekly department meetings and maintaining KPIs, data, and metrics
• Assisting in the collection of payments from clients as needed

Benefits

• Health insurance
• 3% company contribution to a retirement plan with eligibility
• Paid time off
• Paid holidays
• Work from Home Day
• The opportunity to work with a dedicated team of criminal defense professionals who genuinely love what they do

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees