As our Client Concierge, you will be the key point of contact for our clientskeeping them informed, engaged and confident as their matter progresses. You will proactively reach out at specific case stages, respond promptly to client inquiries (phone, email, SMS), update case-management and intake platforms, and keep detailed notes. You will support intake and ongoing case workflows, ensuring clients feel well cared-for and connected to the firm throughout their journey. Key ResponsibilitiesProactively reach out to clients at pre-identified case stages (e.g., intake, filing, discovery, settlement, closure) to provide status updates, next-step explanations and reassurance.Monitor incoming client communications (phone calls, emails, texts) and respond in a timely, professional and client-friendly manner; escalate to attorneys or case managers when needed.Work closely with intake and case-management platforms (e.g., Clio, RingCentral, other CRM/telephony tools) to record client interactions, update matter status, and ensure data integrity.Maintain detailed, organized notes of all client contacts and actions taken; ensure appropriate follow-up tasks are created and completed.Serve as a hub between clients, attorneys, paralegals and staff ensuring smooth communication and transitions.Identify and suggest process improvements to enhance client experience, reduce friction, and streamline communication workflows.Uphold the firms brand of responsiveness, empathy, precision and reliability in all client interactions.Adhere to confidentiality rules and professional standards applicable in a law-firm environment. Desired Skills and AttributesStrong proactive orientation: you dont wait for clients to askyou anticipate and reach out.High attention to detail, ensuring accurate documentation and follow-through.Excellent interpersonal and communication skills (phone, email, SMS/text) with a friendly, professional tone.Comfortable working in a fast-moving, multi-matter environment with variable workflow.Experience or facility with case-management or intake software; comfortable learning new tools and maintaining data integrity.Ability to switch between clients, matter types and communication modes seamlessly.Client-centric mindset: you genuinely care about smooth client experience, clear communication and building trust.Highly organized, able to track multiple matters, deadlines and client communications.Collaborative: you will work with attorneys, paralegals and staff across practice areasbut also able to work independently, take ownership of your part of the process.Prior law-firm experience or client-service background is a plus.
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