Customer Service Associate

Position Overview
We are a well established Estate Planning Law Firm seeking a professional and detail-oriented Customer Service Representative to serve as the first point of contact for our clients. The ideal candidate understands that every call represents an opportunity to build confidence, provide clarity, and strengthen long-term client relationships.

Key Responsibilities

• Answer and manage incoming calls with professionalism, empathy, and efficiency
• Make outgoing calls to follow up with clients, confirm appointments, and relay important information
• Schedule, reschedule, and confirm client appointments accurately
• Serve as a communication bridge between clients and attorneys, ensuring messages are clearly documented and delivered promptly
• Respond to general inquiries such as pricing, office location, services offered, and next steps in the estate planning process
• Maintain accurate call logs and client records in the firm’s systems
• Identify client needs and escalate complex or sensitive matters to the appropriate team member
• Uphold confidentiality and handle all client interactions with discretion and professionalism

Qualifications

• Previous customer service or call center experience preferred (legal or professional services environment a plus)
• Excellent verbal communication and active listening skills
• Excellent written communication skills
• Strong organizational and multitasking abilities
• Ability to handle sensitive conversations with empathy and discretion
• Basic computer proficiency and experience with scheduling or CRM systems

Compensation & Benefits

• Pay range: $21 – $23 per hour, based on experience
• 401(k) with 4% employer match
• Paid time off (PTO)
• Paid holidays
• Paid sick time
• On-the-job training and ongoing support

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Work Location: In person