Client Services Coordinator

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

The Client Services Coordinator is the backbone of the client experience. They are responsible for making the intake and scheduling process as low effort and frictionless as possible while maximizing attorney time and revenue-producing activities. This role is the nerve center between leads, clients, and the legal services team. The Client Services Coordinator is responsible for managing the calendar, high-volume scheduling, multi-party and multi-time zone coordination, qualifying and following up with leads, coordinating meetings, keeping internal and client facing systems (calendar, CRM, forms, correspondence) accurate and current, and extreme discretion with sensitive personal/financial information.

The guiding principle for this role is "Prioritize and Execute” the ability to triage a high volume of incoming tasks and know what matters most, right now and the days to come.

No prior legal or estate planning experience is required. Candidates with medical office scheduling, patient coordination, or healthcare administration backgrounds may be an especially strong fit.

Calendar & Scheduling Management

• 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 (removing filled holds, cross-checking calendars, correcting event details) to allow for time maximization
• Understand time allotment, attendees, and preparation needed for several meeting types

Lead Intake & Qualification

• 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 and set the team up for success
• Internally classify clients accurately 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 internally and externally to inform prioritization

Communication

• Respond to all client emails within one business day; keep the shared inbox clean and up to date allowing for same day response times
• 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 the necessary parties
• Maintain the necessary data tracking systems to assist Project Management in making informed decisions
• Write concise, standardized meeting preparation notes that let any team member walk into a complex meeting prepared in under 30 seconds
• Follow naming conventions, subject-line formats, and documentation standards exactly
• Escalate to applicable team members when judgment calls fall outside defined scope

Required 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)

Preferred Background

• Medical office scheduling, patient coordination, or healthcare administration: directly analogous: multi-provider calendar management, patient/client intake and qualification, working inside a specialized system of record, high call/message volume, confidentiality standards
• Executive assistant experience: managing someone else's calendar with precision, triaging inbound requests, drafting communications on someone else's behalf/voice, discretion with sensitive information, and comfort being the gatekeeper between a busy principal and everyone trying to reach them
• Schedule: Office hours are Monday through Friday, 8:25 am - 5:00 pm (MT)