Client Intake & Experience Coordinator (WeCare Concierge)

Harris Law Firm PLLP

Denver (CO)

On-site

USD 59,000 - 72,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

401(k) with employer match

Company-paid short-term disability

Company-paid long-term disability

AD&D coverage

Company-paid parental leave

RTD EcoPass

Regular training and development

80 hours paid time off in first year

120 hours paid time off in second year

Thrive Pass wellness stipend

Job summary

The Harris Law Firm is seeking a dedicated WeCare Concierge to manage intake, coordinate client services, and maintain proactive client relationships. You will guide potential clients through initial steps, coordinate with attorneys and billing, and ensure a seamless client experience across departments.

Role requires strong communication, empathy for clients in challenging life circumstances, and the ability to multitask in a fast-paced office. Denver-based position with competitive benefits.

Qualifications

2+ years of customer service or sales experience; inbound sales preferred.
1+ years experience in a law firm preferred.
Experience coordinating client services or managing client relationships preferred.
Strong attention to detail and proactive problem solving.
Proficiency in Microsoft Office; Salesforce experience preferred.

Responsibilities

Intake and Retention: monitor inquiries, follow up promptly, gather information, and document preferences.
Guidance: maintain client relationships and coordinate with the legal team as needed.
Administration: enter data in systems, coordinate referrals, and ensure smooth onboarding.
Client communications: respond empathetically and schedule consultations with attorneys.
Closure: coordinate final steps and retention efforts; assist with post-consultation follow-up.

Skills

Customer service

Inbound sales

Law firm experience

Salesforce

MS Office

Communication skills

Tools

Salesforce

MS Excel

Job description

Description

What makes The Harris Law Firm voted The Best Law Firm and Best Lawyers by Best Lawyers® every year since 2019 and the 2023-2026 BEST PLACES TO WORK - LAW FIRMS!?

The Harris Law Firm is more than a place to work. It’s a place to grow, belong, and make a meaningful impact. Our mission is to provide superior legal representation and outstanding client service while showing respect and appreciation for our team and thoughtful care for our community.

With established roots in family law and an expanding range of legal services, we help clients navigate important decisions across multiple areas of their lives. As we grow, we remain committed to protecting our clients’ welfare and dignity and providing a collaborative, welcoming environment for our team.

Our WeCare® initiative encourages us to care for our clients, our community, and ourselves. Through involvement in Denver’s business and charitable communities and a longstanding commitment to pro bono service, we put those values into action. Here, you’ll find colleagues who support one another, celebrate growth, and recognize the difference every role makes in the client experience.

We offer a comprehensive benefits package designed to support your health, financial well-being, and professional growth, including:

Health insurance and a 401(k) with an employer match.
Company-paid short-term disability, long-term disability, and accidental death and dismemberment (AD&D) coverage.
Company-paid parental leave.
RTD EcoPass.
Regular training and professional development opportunities.
80 hours of paid time off earned during your first 12 months, increasing to 120 hours in your second year.
A $20 monthly wellness stipend through Thrive Pass to help you take care of yourself.

The Harris Law Firm is an equal opportunity employer.

What does our WeCare Concierge do?

Intake and Retention:

Persistently monitor and respond to all Potential New Client Information relevant inquiries (email, internet, phone and referrals); Follow up with all Potential New Client Information (PNC) voicemail, chat or email inquiries in a timely manner
Review and assign new business inquiries under established intake procedures; gather relevant information, identify service needs, and document client concerns and communication preferences.
Give each call undivided attention, establish trust through empathy and compassion, and guide the conversation with confidence
Maintain availability; provide consistent service throughout business hours.
Schedule consultations with the appropriate attorney and complete the initial consultation process.
Explain approved information about firm services and retention steps, use effective, client-centered sales techniques to address concerns and convert appropriate prospective clients into retained clients, and coordinate post-consultation follow-up, engagement documents, and other retention requirements.
Use Sales Force to enter all Potential New Client Information
Manage referral data and processes, including documenting referral sources and coordinating required follow-up under firm procedures.
Partner with fellow WeCare Concierges to provide timely, consistent client support, including shared coverage and assistance across client assignments as needed.
May assist with client onboarding and general case orientation, in coordination with the legal team and other departments, including engagement agreements, client portals, communication expectations, billing contacts, document submission, and immediate next steps. Responsibilities may be shared based on established workflows and must follow firm-approved materials and attorney guidance, without predicting outcomes or providing legal advice.
Confirm retention items are complete, coordinate missing information, and identify needs or concerns that require legal team or leadership attention.

Active Case Guidance and Coordination

Maintain an assigned portfolio of client relationships and conduct proactive check-ins at established intervals and key case milestones, with sensitivity to each client’s circumstances and preferences.
Relay legal team–approved updates, connect clients with the appropriate team for legal, billing, or other questions, and follow up to ensure their needs are addressed.
Document client contacts, commitments, outstanding items, concerns, and handoffs in the firm’s systems so team members have a reliable record of the client experience.
Recognize communication gaps, dissatisfaction, confusion, or potential service concerns early; provide approved process support and elevate promptly according to procedure.
Coordinate administrative and client-service closure activities once authorized by the legal team, ensuring clients understand remaining administrative steps and whom to contact for future assistance.
Coordinate with Client Financial Services on final billing and any applicable retainer refunds; track outstanding client-service questions and follow through to resolution. Conduct a closing client service check-in, gather feedback, and coordinate satisfaction surveys or review requests in accordance with firm procedures.
Other Job responsibilities as assigned

Requirements

Education and Experience

2 or more years of customer service or sales experience; inbound sales experience preferred
1+ years of experience in law firm preferred
Experience coordinating client services or managing client relationships preferred
Resourceful, proactive and committed to resolving client concerns
Strong attention to detail
Proficiency in Microsoft Office and database entry; Salesforce experience preferred.

Knowledge/Skills:

Exceptional communication skills
Excellent interpersonal and customer service skills
Excellent verbal and written communication skills
Strong empathy skills for clients in challenging life circumstances
Ability to manage multiple client relationships, organize follow-up tasks, maintain accurate records, and coordinate effectively across departments.
Ability to work independently, multitask, solve service issues resourcefully, follow established procedures, and maintain accountability for client communication and assigned tasks.

PHYSICAL DEMANDS

Prolonged periods sitting at a desk and working on a computer

WORKING CONDITIONS AND ENVIRONMENT

While performing the duties of this job the employee is regularly exposed to a typical business office environment. The ability to share workspace, travel by car or train, dress in proper business attire, attend meetings and meet deadlines are all requirements of this position.

Compensation