Job Description
Join one of PSBJs 100 Best Workplaces for 2022 through 2025 to work in a collaborative, highly dynamic, and unique firm to ensure that client needs are served, and department goals are achieved. No agency inquiries, please. What We Offer: Work that makes a meaningful difference in the lives of others A supportive community of purpose-driven individuals Competitive compensation (base plus commission), PTO, and benefits State-of-the-art technology, resources, and support Opportunities to work 100% remote, on-site, or hybrid, depending upon preference What You Contribute: The Client Services Representative manages incoming inquiries, conducts initial lead qualification, schedules consultations and follows up with prospective clients to support retention and onboarding. This position ensures accurate entry and maintenance of client data across firm systems and acts as a liaison between clients, attorneys, and internal teams. Through clear communication, empathy, and strong attention to detail, the Client Services Representative helps ensure that every client feels heard, supported, and confident in their decision to work with the firm. Success in this role is measured by consistently meeting the essential objectives and responsibilities below. Key Areas of Responsibility: Meet KPIs. Specifically monthly consults and new clients, and associated activity metrics Duties include 75% phone time and 25% administrative tasks Conduct initial lead qualifications using established intake criteria and tools Schedule consultations with attorneys, ensuring alignment with availability and client needs Diligent follow up for high client conversion in alignment with caseload needs Ensure onboarding clients are knowledgeable about policies, procedures, and next steps Work with legal, legal operations, marketing and others to ensure correct fit for clients, attorneys and firm Collaborate with other departments to ensure consistent and efficient intake and onboarding experience Represent the MI brand by delivering excellence in communication, follow through, timeliness, professionalism, and empathy Respond promptly and professionally to incoming phone calls, emails, and web inquiries from prospective clients Collaborate with team members to constantly improve the efficiency, effectiveness and professionalism of the CSD department Work on a team to achieve monthly goals What you bring to the table: 2–3 years of experience in client intake or inside sales, preferably in a professional services or legal environment. Proficient in Microsoft Outlook, Word, Excel, and database or CRM systems; familiarity with Clio, and/or Salesforce is a plus. Exceptional written and verbal communication skills, with the ability to convey empathy and clarity. Strong attention to detail, organizational skills, and ability to manage multiple tasks simultaneously. Ability to remain calm and professional in high-pressure or emotionally sensitive situations. High level of discretion and commitment to maintaining confidentiality of client information. Reliable and consistent availability during core business hours (8:00 AM – 5:00 PM, PST) Core Competencies: Attention to Detail: Consistently produces accurate, high-quality work by thoroughly reviewing work product, identifying errors, and ensuring alignment with expectations and requirements. Time Management & Organization: Effectively prioritizes tasks, meets deadlines, and maintains structured workflows to manage competing demands without compromising quality. Learning Mindset: Actively seeks opportunities to learn and improve, demonstrates openness to feedback, and applies new knowledge to enhance performance. Decision-Making: Uses sound judgment to make timely, well-informed decisions based on available data, input from others, and an understanding of priorities. Accountability: Takes ownership of responsibilities, outcomes and deadlines; follows through on commitments and acknowledges and learns from setbacks. Communication: Consistently communicates clearly and professionally with colleagues and stakeholders. Listens actively, shares relevant information in a timely manner, and adapts communication style to the audience and context. Client Services Representative Total Rewards McKinley Irvin offers a competitive total rewards package with compensation commensurate with experience and generous benefits, including but not limited to: Choice of PPO/HDHP health plans Choice of