Customer Service Representative

Jarvis Law Office PC•St. Clairsville, OH

8d•Hybrid

About The Position

At Jarvis Law, we are seeking a Client Experience Coordinator to join our growing team. If you are passionate about helping seniors and families navigate estate planning and elder law with confidence and peace of mind, we want to hear from you. Jarvis Law is a leading elder law and estate planning firm with offices in Dublin, Lancaster, and St. Clairsville, Ohio. This role is a hybrid position working out of our St. Clairsville office. Ideally, the candidate will reside in West Virginia. Our mission is to provide unparalleled legal services that allow families to live securely, age with dignity, and protect what matters most. We achieve this by building trust, providing clarity, and delivering excellence. In this key role, you will be responsible for answering questions, directing calls to the correct team members, and supporting our busy team members in various ways. At Jarvis Law Office, PC, we are committed to providing exceptional legal services with a client-focused approach. As our Client Experience Coordinator, you will play a vital role in ensuring our clients and team members are supported.

Requirements

High school diploma or equivalent required.
Strong customer service experience and the ability to communicate professionally.
Ability to prioritize tasks, work efficiently, and support multiple roles.
Strong interpersonal skills, emotional intelligence and attention to detail.
Proficiency in MS Office and the ability to learn new software quickly.
Commitment to handling sensitive client information with discretion and professionalism.
Prior experience managing multiple line phones is desired.
Prior customer service experience.

Nice To Haves

Ideally, the candidate will reside in West Virginia.

Responsibilities

Assists with document management, including scanning and accurately saving client documentation to client files for all offices.
Helps to maintain, organize, and update client files within company guidelines.
Answering incoming calls professionally.
Supports various special projects and initiatives as directed.
Prioritizes conflicting needs and handles matters expeditiously and proactively.
Follows through on projects to successful and timely completion.
Maintains and updates client information in the client management system.
Help ensure the client’s case is proceeding accordingly and promptly.
Make notes of all calls & correspondence within the client matter.
Obtain answers to client questions and convey them back to the client.
Be the gatekeeper to our team members who are in in-person client meetings.
Follow up with internal staff to ensure clients have received a response regarding their questions.
Ensure all clients who leave a voicemail receive a call back within 24 hours.
Conduct follow-up calls with clients upon completion of services to confirm that all contracted services were delivered accurately and in a timely manner.
Audit client files and action items – connect with clients on important outstanding items needed to continue to move their services to the next step.
Make routine calls to clients who are listed as services completed, asking questions to ensure that they do not need to schedule a follow-up meeting due to life event changes.
Conduct gratuity calls – just to check in and see how our clients are doing.
Assist in sending out Intentional Acts of Kindness (IAK) items.