Customer Service Representative

Position Summary

The Customer Service Representative is often the first voice a prospective client hears and a steady point of contact throughout a client's matter with The Cromeens Law Firm and Defensor de los Contratistas. This role handles intake calls, qualifies prospective clients, and guides current clients through onboarding, document sharing, and feedback surveys, always with empathy and patience for people who are often reaching out during stressful moments. The Customer Service Representative reports to the Customer Service Manager and works closely with attorneys, Liens & Collections, Accounting, and Marketing to deliver a consistent, high-quality client experience.

Key Responsibilities

Client Intake & Call Handling

• Answer and route incoming calls, directing current clients and vendors to the correct contact and all potential new clients (PNCs) to the appropriate intake process.
• Conduct client intake conversations using the firm's call templates for Liens & Collections, Post-Judgment Collections, Contract Creation, Contract Review, and Business Formation, gathering the information attorneys need to make the most of the consultation.
• Confirm each caller's name, email, and phone number, and repeat key details back to show active listening.
• Refer callers whose matters fall outside the firm's practice areas to appropriate outside resources (e.g., Houston Volunteer Lawyers, TexasLawHelp.org, Houston Lawyer Referral Service) and offer to follow up by email.
• Build rapport by sharing the firm's story and experience, tailoring the approach for TCLF and Defensor de los Contratistas callers.

Client Onboarding

• Send new clients a welcome email and the Clio Connect link so they can begin sharing documents.
• Set survey tasks (30/90/180-day for General Retainer and subscription clients; 30-day for flat fee clients) in Clio Manage.
• Coordinate Karalynn's handwritten welcome note for new clients.
• Assemble and mail TCLF Welcome Kits (welcome letter, fee agreement copies, attorney video reference, team contact sheet, legal glossary, Clio Connect guide, handwritten card) and send Defensor's digital welcome kit by email, logging each kit sent for tracking.
• Set up each client's Clio Connect portal once their signed documents, Clio Manage record, and matter folder structure are ready, sharing folders, confirming the client's email address, and adding relevant notes or instructions.

Client Relationship & Communication

• Proactively communicate with current clients throughout their matter, answering questions and ensuring a consistent experience from onboarding through completion.
• Listen for recurring concerns or complaints and relay client feedback to the Customer Service Manager.
• Coordinate client appreciation touches such as welcome gifts, appreciation lunches, and educational events, and help organize client or attorney hospitality events.

Pipeline & CRM

• Log all calls, emails, and tasks in Clio Grow so any team member can see when a client was last contacted and what was discussed.
• Follow the 3-Touchpoints Rule: contact each new lead three times (one call, two emails) before moving it to No Response and follow the same standard for pending fee agreements.
• Keep contact and matter records accurate and complete, including DDLC tagging for Spanish-speaking clients, before a fee agreement goes out.

Client Surveys

• Conduct phone surveys with clients at their scheduled intervals, using the firm's six standard questions and keeping the conversation natural rather than a rigid Q&A.
• Support email survey campaigns through SoGoSurvey and help keep survey response data current on the shared tracking spreadsheet.

Front Desk & Administrative Support

Sort mail, photocopy, and keep the printer stocked; maintain up-to-date client information through accurate data entry; assist with escalations and ad-hoc projects as needed; keep the reception area, conference rooms, kitchen, and bathrooms clean and stocked; and help coordinate employee birthdays, work anniversaries, and other internal culture events.

Social Media Engagement

• Monitor and respond to comments, messages, and reviews promptly.
• Foster meaningful interaction with clients, referral partners, and industry professionals.
• Identify opportunities to increase engagement and brand visibility.

Legal Team Coordination & Monthly Updates

• Being informed of monthly legal team update meetings and communications to stay informed on client matters, service trends, and outstanding client concerns.
• Provide customer service insights, client feedback, satisfaction trends, and recurring issues.
• Coordinate with the Legal Administrator to ensure clients receive timely communication regarding matter status, administrative requests, and follow-up items, when needed.

Company Events

• Plan and coordinate all internal firm events, including holiday parties, team-building activities, employee appreciation events, retreats, training events, and office celebrations.
• Manage event budgets, vendor contracts, venues, catering, and event logistics.
• Ensure a positive employee experience at all company events.

External Events

• Work closely with sales and marketing teams to maximize event participation and client engagement.
• Assist sales and marketing to coordinate client appreciation events, networking receptions, educational seminars, webinars, CLE presentations, and industry conferences.
• Assist with event materials, promotional items, signage, and presentation needs (when needed).
• Assist with event setup, execution, and post-event breakdown.

Qualifications

• Prior customer service, front-desk, or client-facing experience preferred; legal or professional services experience is a plus.
• Comfortable learning and working in a CRM and client portal system (Clio Grow, Clio Manage, and Clio Connect experience is a plus).
• Bilingual (English/Spanish) required, given the firm's Defensor de los Contratistas client base.
• Warm, clear communicator who can show empathy and patience with clients navigating stressful legal or financial situations.
• Strong attention to detail and follow-through, especially when logging client information and tracking follow-up tasks.
• Comfortable balancing phone-based client work with administrative and front-desk duties.
• High school diploma or equivalent required; some college coursework preferred.

Alignment with Firm Values

As with every role at The Cromeens Law Firm, the Customer Service Representative is expected to embody the firm's core values:

• Integrity - Character. Who you are inside and out, when no one is looking.
• Family - Openness to tough conversations, and trust that builds each other up.
• Excellence - Always striving to be the best and to improve.
• Will to Win - A strong will to win for clients, team members, and the company.
• Respect - Valuing every client and team member equally, regardless of title or education.
• Justice - Standing up for the “little guy.”

This job description reflects the general nature and level of work performed and is not intended to be a comprehensive list of all duties, responsibilities, and qualifications. Review with HR before publishing to confirm reporting line, FLSA classification, and compensation band.