Client Services Concierge

Build My Great Team•Southfield, MI

4d•Onsite

About The Position

The Law Offices of Joumana Kayrouz is seeking a Client Services Concierge to serve as the welcoming face and voice of the firm. This role is crucial for clients who are experiencing a stressful chapter due to injuries. The Concierge will ensure every interaction is professional, warm, and reassuring, from the initial contact through the entire case lifecycle. This position is ideal for an organized, calm individual with strong interpersonal skills, who will work closely with the owner as a client relationship manager. The role involves triaging client matters, de-escalating difficult situations, and ensuring clients feel informed and supported.

Requirements

High-level customer service experience, preferably in luxury hospitality (e.g., Ritz-Carlton, Four Seasons-caliber service), executive-level guest relations, or comparable high-touch client environments.
Warm, polished phone and in-person manner.
Strong organization skills and the ability to juggle calls, scheduling, and follow-ups without missing details.
Clear written and verbal communication skills.
Comfort working in a fast-paced, high-standards environment.
Reliability, punctuality, and discretion with confidential information.
Basic computer skills and willingness to learn the firm’s case management software.

Nice To Haves

Bilingual ability in Arabic or Spanish.
Personal injury or law firm experience.

Responsibilities

Greet clients and visitors, ensuring they feel welcome and comfortable.
Answer and professionally route incoming calls.
Handle new client inquiries with care, gather necessary information, and connect callers to the appropriate team member.
Provide clients with status updates, appointment reminders, and follow-up calls.
Schedule appointments, calls, and meetings for attorneys and staff.
Maintain accurate client contact details and case notes in the firm’s systems.
Coordinate with attorneys, paralegals, and case managers to ensure prompt answers to client questions.
Manage front-desk operations, including mail, deliveries, and overall office presentation.
Assist with intake paperwork and ensure new clients understand their next steps.
Handle sensitive client situations with discretion, patience, and compassion, including de-escalating upset or anxious clients.