Client Experience Coordinator

Cocheco Elder Law • Dover, NH

89d

About The Position

Join our team at Cocheco Elder Law Associates, where we guide clients through estate planning, probate, trusts, and elder care matters. As the Client Intake Specialist, you will play a critical role in triaging potential prospective clients, managing all client intake, and ensuring seamless communication. This position serves as the first point of contact for the firm, making active listening, effective communication, and professionalism key to success. You will also act as a backup phone responder, ensuring no client request goes unanswered.

Requirements

• A high school diploma is required; professional certification or an associate degree is a plus.
• Prior professional experience in a client-facing or administrative role is preferred.
• Demonstrated ability to communicate clearly, both verbally and in writing, with strong phone etiquette and professional email skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and willingness to learn industry-specific law firm software.
• Strong active listening abilities to understand and address client needs effectively.
• Collaborative mindset with the ability to work independently and adapt in a fast-paced environment.

Responsibilities

• Handle incoming inquiries from prospective clients, assess their needs, and schedule initial consultations based on the level of planning needed.
• Schedule initial consultations, reviews and additional client meetings.
• Communicate clearly and professionally via phone and email, ensuring prompt and accurate responses to client inquiries.
• Listen attentively to clients’ concerns, demonstrate empathy, and ask clarifying questions to provide the best support.
• Serve as the backup for incoming phone calls, ensuring no calls are missed and that clients feel heard and valued.
• Use Microsoft Office Suite and law firm software to manage client information, schedule appointments, and maintain records accurately.
• Assist with filing, scanning, and other administrative tasks, contributing to the smooth running of the office.

What This Job Offers

• Education Level: High school or GED