Customer Service Representative

Law Office of Bryan Fagan; Houston (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

The Law Office of Bryan Fagan in Houston is seeking a Customer Service Representative to be the first point of contact for clients, delivering a welcoming and professional experience across phone, email, and in-person interactions.

The role supports attorneys, paralegals, and staff by coordinating case assignments, scheduling client interactions, and maintaining orderly, client-ready offices while upholding strict confidentiality.

Qualifications

• High school diploma or equivalent is required.
• 2+ years in client relations, administrative support, or office coordination.
• Excellent verbal and written communication skills are essential.
• Strong organizational and time-management abilities are important.
• Professional demeanor with a client-first mindset is required.

Responsibilities

• Serve as a primary contact for clients, handling inquiries with professionalism and courtesy.
• Answer incoming calls, screen and direct to appropriate team member, provide general information.
• Return client calls promptly to ensure follow-up and satisfaction.
• Respond to client emails promptly to maintain communication and confidence.
• Schedule consultations, meetings, and follow-ups between clients and attorneys.
• Assist clients during in-office visits, ensuring a welcoming environment.
• Maintain confidentiality in all client communications and documentation.
• Manage client tickets or service requests in HubSpot.
• Input new cases into Clio and update case assignment spreadsheets.

Skills

Excellent verbal and written comms

Organizational skills

Time-management

Client relations mindset

Multitasking

Professional demeanor

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree (Business/Communications or related)

Tools

Microsoft Office Suite

HubSpot CRM

CRM/Ticketing systems

Job description

Customer Service Representative

Department: Client Relations

Employment Type: Full Time

Location: Houston/Corporate

Reporting To: Mollie Levar

Description

The Client Relations Representative is the first point of contact for many clients and plays an essential role in creating a professional, welcoming, and efficient experience. This role requires client-facing responsibilities, administrative duties and reporting. The ideal candidate is proactive, highly organized, and committed to fostering strong relationships with clients, being highly communicative with our client via phone, email and chats. The performance metrics is measured by client communications outreach for problem solving and proactive metrics a

This position is central to supporting attorneys, paralegals, and office staff by coordinating case assignments, scheduling client interactions, managing communications, and ensuring the office environment remains clean, organized, and client-ready.

Key Responsibilities

Client Relations & Communication

• Serve as a primary point of contact for clients, handling inquiries with professionalism and courtesy.
• Answer incoming phone calls, screen and direct calls to the appropriate team member, and provide general information as needed.
• Return client phone calls in a timely and professional manner to ensure consistent follow-up and client satisfaction.
• Respond promptly and accurately to client emails to maintain strong communication and client confidence.
• Schedule consultations, meetings, and follow-ups between clients and attorneys, ensuring proper coordination of calendars.
• Assist clients during in-office visits, providing hospitality and ensuring a welcoming environment.
• Act as a witness for client document signings, ensuring professionalism and adherence to office procedures.
• Maintain confidentiality in all client communications and documentation.
• Respond to and manage client tickets or service requests submitted through HubSpot.

Case Management Support

• Input new cases into Clio and update the Case Assignment spreadsheet.
• Update the assigned Attorneys drive by transferring the clients folder into the team drive.
• Update the clients information in Hubspot with the assigned legal team

Office Operations & Facilities Support

• Oversee the cleanliness and sanitation of client-facing spaces, including conference rooms and reception areas.
• Ensure all breakrooms and conference rooms are fully stocked with supplies, refreshments, and necessary materials.
• Distribute and track office supplies to staff, ensuring adequate inventory is maintained.
• Maintain an organized, professional environment that reflects the firm’s values and commitment to service clients in excellence.

Administrative & Leadership Support

• Provide general administrative assistance to office leadership, including personal and business-related tasks, as directed.
• Support the coordination of meetings, training, and events.
• Assist with preparing documents, correspondence, and reports as needed.
• Act as a liaison between office leadership, staff, and clients to support efficient communication and workflow,

Other duties as Needed

• Duties may involve unplanned, situational work outside of the standard scope that the employee should be prepared to step in and provide support as new priorities or urgent needs arise.

Skills, Knowledge and Expertise

• High school diploma or equivalent.
• 2+ years of experience in client relations, administrative support, or office coordination.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities, with attention to detail.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel) and email communication systems.
• Ability to handle multiple priorities and adapt quickly to shifting needs.
• Professional demeanor with a client-first mindset.
• Reliable and dependable with a strong sense of accountability.
• Commitment to maintaining confidentiality and handling sensitive information appropriately.

Associate’s or Bachelor’s degree in Business Administration, Communications, or related field.

• Prior experience working in a law firm, legal services, or professional services environment.
• Familiarity with HubSpot or other CRM/ticketing systems.
• Bilingual (Spanish/English) or multilingual communication skills.
• Experience in managing office supplies, facilities, or hospitality services.
• Demonstrated ability to support leadership with administrative or personal tasks.
• Customer service training or certification.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• 40-hour work week
• Weekends as needed

Equal Opportunity Statement

We recognize that diverse experiences, perspectives and backgrounds enable us to be an even stronger company and workplace. Not only will you be welcome here, your unique thoughts and opinions will be encouraged, celebrated and deeply valued.