Client Experience Coordinator: Frictionless Scheduling

McCullough Law; Provo (UT); On-site; USD 45,000 - 65,000; Full time

Job summary

McCullough Law seeks a Client Services Coordinator to streamline intake and scheduling, serving as the nerve center between leads, clients, and the legal team.

The role manages calendars, coordinates across time zones, and maintains accurate CRM data while handling sensitive information with discretion. No prior legal or estate planning experience is required; candidates with medical office scheduling or healthcare administration backgrounds are a strong fit.

Qualifications

• Embodiment of our company credo.
• High velocity learning.
• High attention to detail: this role is unforgiving of errors.
• Prompt communication and flawless execution.
• Strong written communication: able to adapt templates to sound natural and specific.
• Ability to manage a high volume of inbound tasks across multiple channels (phone, email, text, in person) without dropping items.
• Comfortable learning and operating inside a CRM and practice management system.
• Sound judgment for triage: knowing what's urgent, what can wait, and when to elevate.
• Comfortable and able to handle extremely confidential and high stake personal and financial information.
• Experience managing calendars for multiple people simultaneously (not just one's own).
• Any background requiring structured intake conversations (sales, healthcare, financial services).

Responsibilities

• Strategize the calendar to maximize attorney, team member, and client time.
• Schedule client meetings across phone, email, text, and in-person.
• Coordinate with multiple internal and external parties to get clients what they need promptly.
• Perform regular calendar cleanup/audits to allow for time maximization.
• Understand time allotment, attendees, and preparation needed for several meeting types.
• Review and qualify inbound leads via calls, emails, and texts (reach out in 60 seconds or less).
• Conduct structured prospective client intake calls, gathering the necessary information to qualify the prospective client.
• Internally classify clients based on net worth, family dynamics, complexity, and planning needs.
• Prioritize and follow up with high-value leads on a defined cadence.
• Research and synthesize clients to inform prioritization.
• Respond to client emails within one business day; maintain shared inbox.
• Send meeting confirmations and calendar invites within set timeframes.
• Draft and tailor client correspondence using the firm voice.
• Send follow-up communication based on analysis of client and firm needs.
• Create and maintain accurate lead and matter records and notes.
• Fill out and manage forms, and route necessary information to parties.
• Maintain data tracking systems to aid Project Management decisions.
• Write concise meeting preparation notes for quick briefing.
• Follow naming conventions and documentation standards.
• Escalate to applicable team members when judgment calls fall outside scope.

Skills

High velocity learning

Attention to detail

Prompt communication

Written communication

Multichannel management

CRM software

Calendar management

Discretion with sensitive information

Triage and prioritization

Tools

CRM software

Job description

McCullough Law seeks a Client Services Coordinator to streamline intake and scheduling, serving as the nerve center between leads, clients, and the legal team.

The role manages calendars, coordinates across time zones, and maintains accurate CRM data while handling sensitive information with discretion. No prior legal or estate planning experience is required; candidates with medical office scheduling or healthcare administration backgrounds are a strong fit.