Client Experience Lead — On-Site

Rampulla & Newstad LLP; New York (NY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid lunch

PTO: 2 weeks

Job summary

Rampulla & Newstad LLP, located in Staten Island, NY, seeks a Client Services Coordinator to be the welcoming face and steady voice for clients during important life events. You will manage a high volume of calls, enroll clients in workshops, and maintain organized records to support estate planning and elder law services.

This on-site role rewards empathy, strong communication, and reliability. You’ll collaborate with attorneys and staff to deliver a warm, efficient client experience and

Qualifications

• Excellent client-facing communication and empathy in sensitive situations.
• Strong multitasking and attention to detail in a high-volume setting.
• Proficiency with Microsoft 365, Teams, Zoom, and Actionstep; openness to AI workflows.
• Punctual, dependable, and eager to grow within the firm.

Responsibilities

• Serve as the first point of contact managing a high volume of inbound calls, greeting clients and visitors, providing exceptional client service, gathering information accurately, and ensuring inquiries are efficiently routed to the appropriate team members.
• Gather and accurately enter prospective client information into Actionstep, assess client needs, maintain organized client records, and ensure timely and accurate updates to client files and case management systems.
• Explain the value of the firm's educational workshops and services, encourage attendance, manage registrations, follow up with prospective clients, and guide clients through the next steps in the estate planning process.
• Schedule and coordinate consultations, design meetings, signing appointments, and workshops while maintaining accurate calendars, confirming appointments, and supporting firm scheduling needs.
• Welcome clients, prepare conference rooms, assist with meeting logistics, ensure a professional office environment, and create a warm, white-glove client experience throughout each visit.
• Prepare engagement agreements and client folders, process incoming documentation and payments, scan and organize records, maintain client files, and assist with other administrative tasks that support efficient daily operations.
• Communicate with attorneys and team members regarding client needs, provide timely updates, coordinate follow-up activities, and assist with firm projects, meetings, and operational initiatives as needed.
• Maintain accurate client communications, ensure timely responses to calls and emails, support firm workflows, embrace new technologies and AI-enabled processes, and contribute to continuous improvements that enhance both the client experience and operational efficiency.

Skills

Client-facing

Organizational skills

Tech proficiency

Reliability

Empathy

Communication

Tools

Microsoft 365

Teams

Zoom

Actionstep

AI tools

Job description

Rampulla & Newstad LLP, located in Staten Island, NY, seeks a Client Services Coordinator to be the welcoming face and steady voice for clients during important life events. You will manage a high volume of calls, enroll clients in workshops, and maintain organized records to support estate planning and elder law services.

This on-site role rewards empathy, strong communication, and reliability. You’ll collaborate with attorneys and staff to deliver a warm, efficient client experience and