Client Engagement Specialist

Cornerstone Practice Management LLC; Annapolis (MD); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health/Dental insurance

PTO

401K

Breakfast/Lunch provided daily

Job summary

Frost Law in Annapolis is seeking a motivated intake professional to guide prospective clients from first contact to signed engagements. You will handle high-volume inbound and outbound calls, conduct intake conversations, and coordinate early-stage documentation in a fast-paced law firm environment.

Ideal candidates bring 2+ years in customer service, strong communication, and proficiency with Google Workspace, HubSpot, or Clio.

Qualifications

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

Responsibilities

• Engage leads quickly and personally. Serve as the first point of contact for prospective clients across all communication channels.
• Run consultative intake conversations. Conduct scheduled intake appointments and gather needed information.
• Assess fit and guide next steps. Evaluate viability and match callers with the best attorney.
• Follow up consistently and proactively. Own the follow-up process with timely outreach.
• Move prospects to signed engagements. Guide clients through engagement and signings.
• Coordinate signatures and approvals. Manage collection and distribution of approvals and executed agreements.
• Process initial retainers. Use electronic payment systems to collect retainers.
• Draft and verify documents. Prepare and verify legal and financial documents for accuracy.
• Run conflict checks. Follow conflict-check protocols before engagement.
• Keep meticulous records. Use CRM to track interactions and status.
• Keep learning. Participate in guided and self-directed training.

Skills

2+ years CS experience

Google Workspace

HubSpot

Clio

Excellent communication

Document drafting

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.
• Run conflict checks. Follow conflict check protocols before engagement.
• 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
• Document drafting skills
• 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).

Benefits

• Health/Dental insurance
• PTO
• 401K
• Breakfast/Lunch provided daily