Client Intake Coordinator

Our client is looking for a Client Relations Coordinator to serve as the primary point of contact for prospective, current, and former clients throughout their relationship with the firm. They are a boutique, fully virtual law firm focused on commercial and residential real estate transactions, providing high-touch legal support to businesses, investors, property owners, lenders, and other sophisticated clients. This position combines live phone reception, legal client intake, lead and pipeline management, client relationship coordination, and post-engagement follow-up. The ideal candidate is warm, polished, highly organized, and confident communicating with clients by phone while managing multiple follow-ups and administrative priorities. A major focus of the position is ensuring every incoming call is answered promptly by a real person, properly screened, and handled whenever possible without unnecessarily transferring callers to an attorney. The Client Relations Coordinator will also ensure that every prospective client is captured and followed up with, current clients remain informed and supported, and former clients continue to have a positive relationship with the firm. Responsibilities Answer incoming calls live during business hours and serve as the first point of contact for prospective clients, existing clients, vendors, and referral partners. Screen and triage incoming calls by asking appropriate follow-up questions to understand the caller's needs before determining the next step. Resolve routine requests directly whenever possible, including scheduling questions, general administrative inquiries, and permitted status updates. Escalate matters involving legal advice, fee discussions, engagement terms, complaints, disputes, or other issues outside the role's authority to the appropriate attorney. Monitor general email and voicemail channels for after-hours and overflow communications and route messages appropriately. Manage the full prospective client intake process, including collecting preliminary matter information and supporting conflict checks. Schedule initial consultations and coordinate attorney calendars for new client matters. Prepare and distribute engagement documents, intake forms, welcome materials, and other onboarding communications. Follow up consistently with prospective clients who have not yet converted to keep opportunities moving through the pipeline. Maintain accurate and current information in the firm's lead tracking system. Record referral sources, lead status, next actions, and follow-up dates. Identify stalled or aging opportunities and flag them for appropriate follow-up. Prepare recurring reports related to lead volume, conversion rates, referral sources, and pending follow-ups. Conduct scheduled client check-ins throughout active engagements to assess satisfaction and identify concerns early. Coordinate with attorneys and paralegals to remain informed about matter status and ensure client outreach is timely and relevant. Immediately escalate complaints, dissatisfaction, or sensitive client concerns to the supervising attorney. Maintain structured post-engagement communication with former clients according to established follow-up schedules. Periodically reconnect with past clients to maintain relationships and support potential repeat business or referrals. Track post-engagement follow-up activity and identify relationships that may require additional attention. Request Google reviews and testimonials from satisfied clients at appropriate stages of the relationship. Track review requests, completed reviews, and outstanding follow-ups. Monitor the firm's Google Business profile and flag new positive or negative reviews. Coordinate meeting and conference room bookings when necessary. Handle confidential client and firm information with a high degree of discretion. Identify opportunities to use AI and technology to improve intake, client communication, tracking, and administrative efficiency. Requirements Previous experience in a client-facing position. Excellent spoken and written English. Strong phone presence with professional, polished phone etiquette. Ability to confidently answer, screen, and manage a high volume of client-facing calls. Strong organizational skills and attention to detail. Ability to maintain accurate lead, client, and follow-up records. Strong follow-through and ability to manage recurring client touchpoints without missing deadlines. High level of discretion when handling confidential or sensitive information. Ability to distinguish administrative matters from issues that must be escalated to an attorney. Proficiency with Microsoft 365 and standard office technology. Comfortable learning and using CRM, lead tracking, or matter management systems. Comfortable using AI and technology tools to improve workflows. High-speed and secure internet connection. Reliable phone and headset setup. Dedicated and professional home workspace during business hours. Qualifications High school diploma required. Associate's or Bachelor's degree preferred. Experience within a law firm, professional services organization, client success team, or similar high-touch client environment is highly valuable. Previous experience with CRM systems, lead trackers, or legal matter management platforms is preferred. Experience with client intake, lead follow-up, appointment scheduling, or pipeline management is highly desirable. Warm and service-oriented communication style. Proactive approach to identifying client needs and following through on commitments. Comfortable working independently in a fully virtual environment. Benefits Full-time opportunity. 100% remote work. Monday through Friday schedule. Working hours of 9:00 a.m. to 6:00 p.m EST., including a one-hour daily break. Opportunity to work closely with the firm's leadership and legal professionals.