Customer Service Agent (Law Firm)

Job Title: Customer Service Agent (Law Firm) Location: Remote / In-Office / Hybrid (specify) Employment Type: Full-Time / Part-Time / Contract About the Firm We are a growing law firm that provides legal services in areas including [practice areas—e.g., tax law, estate planning, debt resolution, business law]. We pride ourselves on professionalism, responsiveness, and clear communication with our clients. Position Overview The Customer Service Agent is the first point of contact for prospective and existing clients. This role focuses on providing excellent client service, managing inbound communications, scheduling appointments, and ensuring clients receive timely updates and accurate information while maintaining confidentiality and professionalism. Key Responsibilities Answer incoming phone calls, emails, and messages in a professional and courteous manner Serve as the first point of contact for new client inquiries Schedule consultations and follow-up appointments for attorneys and staff Provide clients with general information about firm services and next steps (no legal advice) Collect and verify client contact information and intake details Update client records in the firm’s case management or CRM system Route client questions and concerns to the appropriate attorney or team member Follow up with clients regarding document requests, deadlines, and appointment reminders Maintain client confidentiality and comply with firm policies and ethical standards Assist with administrative tasks related to client communication as needed Qualifications Prior customer service, administrative, or call-center experience (law firm or professional services preferred) Strong verbal and written communication skills Professional phone demeanor and excellent interpersonal skills Ability to handle sensitive information with discretion and confidentiality Strong organizational skills and attention to detail Comfortable working with CRM systems, scheduling tools, and email platforms Ability to multitask and manage a high volume of client interactions Preferred Skills Experience working in a law firm, legal office, or professional services environment Familiarity with legal intake procedures Bilingual (a plus, not required) Work Environment Fast-paced, client-focused environment High emphasis on professionalism, accuracy, and responsiveness Compensation & Benefits Competitive hourly rate or salary (based on experience) Paid training Opportunities for growth within the firm