Client Engagement Specialist

Frost Law; Annapolis (MD); On-site; USD 40,000 - 60,000; Full time

Job summary

Frost Law, a growing Annapolis-based law firm, seeks a motivated, relationship-driven intake professional. You will be the first voice, guiding prospective clients from initial inquiry to signed engagement, handling high-volume calls in a fast-paced environment, and owning each lead from first contact to retainer.

The role emphasizes client interaction, accuracy in document preparation, and CRM-driven record-keeping, with opportunities for growth within core business processes.

Qualifications

• Must have in-office work willingness and customer-facing experience.
• Experience handling high-volume inbound/outbound calls with a professional demeanor.
• Demonstrated empathy, strong communication, and organizational skills.
• Ability to adapt quickly to changing environments and priorities.
• Strong problem-solving abilities and ability to handle objections with tact.

Responsibilities

• Serve as the first voice of Frost Law for prospective clients across channels.
• Conduct intake conversations to understand client needs and goals.
• Assess fit and match callers with the appropriate attorney.
• Own and manage timely follow-ups via phone, email, and text.
• Guide clients through engagement process and collect initial retainer.
• Coordinate signatures and approvals to keep matters moving.
• Draft and verify documents for accuracy and compliance.
• Maintain meticulous CRM records of interactions and status.
• Participate in ongoing training on procedures and terminology.

Skills

High call volume

Empathy & professionalism

Interpersonal skills

Adaptability

Communication & organization

Tools

Google Workspace

HubSpot

Clio

Job description

Frost Law is a growing Annapolis-based law firm with more than 40 attorneys, nationally recognized for our work in tax, estate, bankruptcy, and business law.

We’re looking for a motivated, relationship-driven professional who enjoys turning a first conversation into a signed client. In this role, you’ll be the first voice of the firm, guiding prospective clients from initial inquiry through signed engagement. You’ll manage high-volume inbound and outbound calls in a fast-paced environment and take ownership of every lead from first contact to retainer. This is a great fit for someone who is committed to long-term growth and wants to build expertise in our core business processes.

Job Responsibilities

• Engage leads quickly and personally. Serve as the first point of contact for prospective clients across all communication channels, responding promptly and setting a warm, professional tone. No cold calling: every lead has contacted us or asked us to contact them.
• Run consultative intake conversations. Conduct scheduled intake appointments, ask thoughtful questions, and gather the information needed to understand each prospect’s situation and goals.
• Assess fit and guide next steps. Evaluate the potential viability of each matter based on the information gathered and our partner firm’s qualifications. Match callers with the attorney best suited to their needs.
• Follow up consistently and proactively. Own the follow-up process for every lead, with timely, respectful outreach by phone, email, and text so no prospect falls through the cracks.
• Move prospects to signed engagements. Guide clients through the engagement process, answer questions, address hesitations, and track outstanding agreements until they are signed.
• Coordinate signatures and approvals. Manage the collection and distribution of approvals and executed agreements, keeping documents moving so clients can get started without delay.
• Process initial retainers. Use electronic payment systems to collect initial retainer payments accurately and efficiently.
• Draft and verify documents. Prepare, review, and verify legal and financial documents for accuracy and compliance with regulatory standards.
• Keep meticulous records. Use our CRM to track every client interaction, lead status, and follow-up, and keep case details and documents accurate and organized.
• Keep learning. Participate in guided and self-directed training on procedures, terminology, and best practices for client interaction.

Required Skills

• Willingness to work in-office
• High call volume experience, both inbound and outbound
• Demonstrated empathy and professionalism in previous roles
• Ability to adapt to rapidly changing work environments
• Outstanding interpersonal, communication, organizational, and problem-solving skills including handling objections

Ideal Candidate

• 2+ years of customer service experience
• Comfort with a proactive, follow-up-driven pace and a sense of ownership over outcomes
• Experience with Google Workspace, HubSpot, or Clio is a plus

Work Location:

In-person, Annapolis, MD

Ability to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 11AM-7PM to 12PM-8PM depending on needed coverage in upcoming weeks during the week. It also will require occasional weekend shift (9 to 5PM).