Client Experience Coordinator

The Parents Estate Planning Law Firm is an estate planning law firm in Acton, MA focused on the needs of young families and empty nesters. We are looking for a warm, enthusiastic, and reliable Client Experience Coordinator to join our fun and collaborative team. We are seeking someone who is excited to be part of a growing firm, where their voice is heard, and their input and ideas are welcomed.

Are you a highly organized, personable, and detail-focused individual who loves helping people and keeping things running smoothly? Our growing firm is looking for a Client Experience Coordinator to ensure that every client interaction—from the very first contact with us —is handled with care, warmth, and professionalism. If this sounds like you, we're excited to meet you!

In this role, you’ll support clients as they begin the important step of protecting their children and planning for their future. You’ll field phone calls, schedule appointments, guide clients through next steps, answer questions with empathy and professionalism, and take steps to ensure every family we speak to feels welcomed, supported, and cared for from their very first interaction. You'll also help to plan, promote, and manage logistics at various educational workshops and webinars that we host for our clients.

This role requires an regular onsite presence in our Acton, MA office.

This role is a great fit if you:

• Enjoy helping families and making people feel comfortable and at ease.
• Are organized, detail-oriented, reliable, and great at multitasking.
• Find satisfaction in facilitating a smooth, positive experience for others - both coworkers and clients.
• Crave variety in your daily work and like to stay busy!

Responsibilities

Client Intake Support:

• Field calls and other inquiries from potential new clients, educating them on our services. Gather and record relevant intake information with empathy and professionalism and schedule consultations with attorneys.
• Ensure potential new clients are consistently treated with professionalism, while being nurturing and welcoming. Estate planning can be scary and intimidating for some people - provide guidance and assurance every step of the way.
• Enter potential new client information into databases/trackers for follow-up. Follow up with clients both pre and post-consultation. Collaborate closely with the Marketing team to keep tracking reports updated.
• Provide backup support for our intake specialist during vacations/time off.

Client Relationship Management:

• Track and manage client milestones in our CRM system; birthdays, anniversaries.
• Contact current clients for regular check-ins and satisfaction surveys after planning is complete. Escalate any concerns immediately.

Event Coordination & Attendance:

• Assist with planning, promoting, and attending firm-hosted educational workshops (in person), and assist with the backend management of webinars; supporting and coordinating follow up actions from events.
• Manage event logistics and on-site coordination with vendors and attendees.
• Attend 1-2 events per month; answer questions and schedule appointments at the end of events. Some

Administrative Support:

• Provide general administrative and office support.
• Provide backup support to our Client Concierge during her vacations.

Qualifications

• Bachelors degree.
• 1-2+ years of experience in a professional office setting, ideally client service, sales, and/or administrative experience. Professional services experience (law, banking/investment, real estate, consulting) preferred.
• Exceptional interpersonal and communication skills.
• Willingness and enthusiasm to go above and beyond to provide 'white-glove' service to clients.
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously. A positive mindset and a solutions-oriented approach are highly valued.
• Comfortable using CRM and scheduling systems (experience with HubSpot a plus!). Microsoft Office is required. Prior experience with legal software is a plus!

About the company

The Parents Estate Planning Law Firm, PC is a fast-growing Estate Planning law firm located in Acton, MA. Our work is focused on the unique estate planning needs of young families, families who have children with special needs, as well as empty nesters. We provide exceptional client service and high-quality legal services in the areas of wills, trusts, estates, and asset protection. We discuss sensitive topics that will help clients create a better future for their families. Our role is to eliminate any feelings of stress and hesitation and provide clients with genuine peace of mind. We are a close-knit team of 9 who work toward a common mission.

Our Mission:

To help parents create a legal plan so that their children always know they are loved, cared for, and protected, no matter what.