Client Services Satisfaction Specialist

Cocheco Elder Law•Dover, NH

1d•$20 - $25

About The Position

The Client Services Satisfaction Specialist (CSSS) personally and professionally supports the vision and mission of the law firm. The CSSS is responsible to ensure all client matters proceed through the appropriate law firm process timely and coordinates all client meetings and confirmation while ensuring the highest standard of service to clients. The most important responsibility of this position is to ensure client scheduling is done to effectively satisfy client needs and firm cash flow requirements. The primary responsibility of this position is to manage and coordinate all client interactions to make certain both prospective and existing clients experience exceeds expectations, improves their satisfaction and loyalty, to maintain law firm reputation in community. The CSSS works independently and collaborates with the law firm's lawyers and marketing and finance to foster a team spirit in cooperation with the firm management. All law firm employees must always maintain confidentiality with regard to clients, firm interest, and employees. The CSSS may perform other duties as necessary to keep the production and administrative functions of the law firm operating smoothly and efficiently.

Requirements

Associate Degree or a High School Diploma with 2 to 3 years Member/Client Services experience.
Above average administrative/clerical/technical skills, and the ability to operate necessary office equipment and software
Computer, Telephone, Fax, Scanner, Copier, Postage Meter
Microsoft Office Suite (Excel, Outlook, Word, Publisher, Power Point)
Type proficiently and accurately at a minimum of 35 to 40 words per minute.
Documenting information
Word processing (dictation, correspondence, memos, etc ... )
Data entry and verification
Managing files
Project management
Designing forms, training and/or marketing materials
Drafting legal documents
Compile data and preparing financial reports
Mail merge/mass mailings
Skilled at formatting and communicating effectively in writing as appropriate for the needs of the audience.
Ability to understand the written word, sentences and paragraphs in work related documents.
Highly developed time management, organizational and prioritization skills with the ability to multi task with clarity; facilitating several projects at the same time with the ability to monitor and assess one's own self.
Skilled at getting information by observing, receiving and/or researching to obtain information from relevant sources.
Knowledgeable and able to evaluate information to determine compliance with standards.
Able to remember information such as words, numbers and procedures.
Professional level communication, interpersonal and relationship building skills.
Able to listen (give full attention to what other people are saying), be empathetic and influence other people in written or verbal forms.
Creatively presenting and disseminating information and concepts in an effective manner.
Remain current with ever changing technology.
Demonstrate aptitude for working in sensitive environments requiring a high degree of confidentiality.
Able to identify developmental needs of others and coach, mentor or otherwise help others to improve their knowledge or skills.

Responsibilities

Ensure customer experience meets or exceeds client expectation
Perform all customer service and clerical duties including "front desk" and all incoming calls
Schedule all office appointments for staff and confirmation calls for appointments
Ensure client needs and law firm cash flow needs are meet
Update calendar to reflect cash flow in client management software
Update all client matters to reflect client services task
Ensuring all client calls/emails are handled timely
Identify source of all new firm contacts (ICF's)
Communication with attorney as needed regarding all client needs and/or questions
Coordinate client financial and tax professionals' requests for meetings or sharing information during law firm processes
Enter meeting notes and all next actions from attorney meetings into firm management system
Follow-up workshop e-mail registration through the website
Receive all incoming calls to law firm and ensure routed to appropriate personnel or resolve when possible
Greet clients and maintain needs during onsite visit (water/coffee etc)
Real time data entry and scanning of documents to client matters
All firm standard correspondence and dictation/word processing by attorneys or staff
Organization and stocking of waiting area and conference rooms
Create manual files as well as e-files
Copy, file, scan and maintenance of client files
Client survey results data entry
Prepare rooms for daily client meetings
Obtain client payments to be processed by accounting
Draft check requests and deposits/disbursements for the client matters
Maintenance billing when required
Project identification strategy, management and completion for department needs
Client event planning and management (maintenance and other)
Mailing sorting/deliveries/ order office supplies
Ensure correspondence is mailed in a timely manner
Actively participate in staff calls and team meetings
Complete projects or tasks as requested by Supervisor within the time frame allotted
Attend training events and other events as needed
Adhere to firm established core values