Role and Responsibilities

This job description is only a summary of the typical position functions and responsibilities.  The responsibilities, tasks, and duties of the position holder might differ from those outlined in this job description. Other duties may be assigned.

General overview of position: As a Client Support Specialist, you will be asked to meet and exceed client experience and quality standards, while maintaining consistent levels of communication with internal team members. This role will support Case Managers and Attorneys in completion of administrative tasks associated with client files, while increasing internal operational efficiencies.

Essential Job Functions: (other duties may be assigned):

• Uphold and maintain the Firm Values of Integrity, Quality, Respect, Service and Fun
• Administrative support for Legal Team –
  • preparing outgoing correspondence
  • assist with scanning of client files and completing close outs
  • sort and manage incoming mail
• Act as support for legal team members when working remotely; this could include printing, faxing and scheduling
• Identify changes in business needs and proactively make suggestions for shifting support
• Participate on special Teams as requested by the Leadership Team
• Participating in special events including seminars and other networking/business generation events
• With direction and guidance from the Leadership Team, actively participate in the attainment of both Firm & personal goals
• Maintain a neat and organized workspace
• Partner with/Support Receptionist
  • Work together with Receptionist to place, take inventory and put away supply orders
  • Act as Reception back-fill to cover breaks and vacations
    • Answering multi-line telephone and connecting client to the appropriate team member
    • Taking and delivering messages when necessary and appropriate
    • Updating call and visitor log continuously
    • Manage incoming mail and prepare outgoing mail
    • Appointment reminders
    • Maintain front lobby area and conference rooms

Qualifications and Education Requirements

High School Diploma required. Prior experience working in customer service with a dedicated focus on the importance of the client experience. Prior experience in office administration work is a plus. Demonstrated ability to work with all levels of the Firm.

Knowledge, Skills and Abilities:

• Ability to show empathy in relating with clients and co-workers
• Knowledge of modern office equipment (printer, copier, fax, scanner)
• Ability to work with and learn to use Firm Case Management Software, Zola Suite
• Ability to remain organized and prioritize incoming projects and deadlines
• Support process management to maintain efficiency and accuracy while meeting Firm standards for client experience
• Knowledge of and efficient computer skills: Microsoft Office- Word, Excel, Power Point
• Excellent verbal and written communication skills with strong attention to detail
• Experience with professional business writing
• Problem-solving skills
• Ability to deliver timely work
• Strong work ethic
• Sound judgment and ability to act independently when necessary
• Ability to handle multiple tasks and projects simultaneously over period of time
• Ability to work cooperatively with diverse departments and individuals both internally and externally to the law firm
• Professional, positive demeanor with ability to demonstrate tact and diplomacy
• Strong interpersonal skills
• Presentation skills
• Ability to travel and transport self to other locations
• Ability to take initiative, be resourceful and proactive

Work Environment (includes physical requirements):

Office environment; some travel required to other office and external firm locations. Approximately 5% travel overnight and/or out of town.  Some weekends required.  Some bending required; sits for extended periods of time.

This job description reflects management’s assessment of the functions and requirements of the job.  It is a general guideline, and not intended to be an exhaustive list of all job elements or requirements.  It does not restrict management’s right to reassign or change responsibilities at any time.