Client Services Manager

Gevurtz Menashe PC•Portland, OR

11d

About The Position

Gevurtz Menashe is a dedicated law firm offering family law and estate planning services in Oregon, Washington, and Idaho. For over 40 years, we have built a practice that is centered around our core belief that quality care for our clients produces the best outcomes when paired with our expertise in the law. At Gevurtz Menashe, we work as a team to support our clients, are fully engaged with one another and have high expectations of ourselves and each other in a fully collaborative and committed environment. Summary: Our mission is to set the gold standard of service, satisfaction and outcomes for all clients. From the first impression call, throughout the course of the case, to closing the matter, the Client Services Manager plays an important role in ensuring that all GM clients receive consistent top-level service from everyone in the firm. Core Objectives: Client Experience: Shape potential client’s initial impression of the firm by delivering a welcoming and reassuring first interaction and ensure smooth gathering of critical details. Intake: Gather accurate information, perform conflict checks, and then schedule a consultation or assign scheduling to the Paralegal team. Reporting & Statistics Data Preparation: Manage Lead flow, CRM data integrity, in consultation with the Director of Operations. Client Communication & Feedback: Work in conjunction with the Director of Operations on the build out and evolution of our client communication and feedback tool to include project management of the process and collection and reporting of data. Typical Tasks: What follows is a sample list of responsibilities in this role. This list is not intended to be exclusive but will identify some typical day-to-day tasks and projects.

Requirements

Bachelor’s degree is preferred but not required.
Minimum of 2 years’ experience in a professional service or sales environment.
Professional, warm and courteous manner in person, on the phone and over email.
Ability to exercise a high level of confidentiality, discretion, judgment and professionalism.
Able to build and foster relationships both externally and internally.
Strong interpersonal, organizational, analytical, decision-making, and problem-solving skills are required with adaptability and the ability to change plans as needed.
Must be detail-oriented, able to think critically and set high standards for accuracy in a high-volume environment.
Excellent communication, and interpersonal skills.
Must have demonstrated experience with Microsoft Office Suite, including Word, Excel, Outlook, Teams, SharePoint, and Power Point with ability and desire to learn.
Dedicated, committed team player with ability to work independently as well
Ability to think quickly in a fast-paced environment.
Ability to assess a potential client’s sense of urgency, maintain a sense of calm and control, but make a potential client feel as though they are the only person who matters.
Ability to handle potential clients who are demanding, stressed and fearful.
Ability to assess personalities quickly and match a potential client with a suitable attorney.

Responsibilities

Speak with potential clients by telephone to assist them with completing an intake form.
Accurately record all information provided.
Run a conflict check and report any findings.
When the Intake Coordinator team is unavailable, build Leads in the practice management system’s CRM.
Create a supportive and motivating environment for the remote Intake Coordinator team.
Maintain communication throughout the day to address questions and atypical situations.
Provide mentorship and guidance to encourage continued focus on the role of client service within the firm and the continued evolution and growth of the team
Maintain referral and client statistics data: Tag and categorize Leads.
Review Lead data to ensure it is accurate and produce periodic reports to the Director of Operations.
Assess and distribute potential client inquiries to Paralegals: Create, deliver, and maintain attorney availability surveys.
Review intake resources to determine consultation scheduling assignments.
Maintain follow-up services and projects for all referral sources and new clients: Create reports on referral sources and deliver them to Attorneys.
Prepare potential client survey data.