*Company Overview*
Melone Hatley is a family law firm located in the Mid-Atlantic with offices in Virginia Beach, Reston, Richmond and Charlotte, NC.
We are among the fastest 500 growing law firms in the US, Super Lawyer Rated, and regionally recognized as a the top employer.
Our mission is to be the preeminent family and estate planning law firm by _helping people protect their families, their finances, and their futures, _and is built around the core values of transparency, honesty, and communication with our clients.
Our team's goal is to create the best possible outcome for each and every individual we serve.
We focus on our client’s satisfaction; we strive to ensure each client is guided through the process and that no client ever has a question or concern that goes unanswered.
Attention to detail and client-centric care are among our highest priorities.
*Job Summary*
Melone Hatley is seeking a full-time client concierge to join their growing Family law team in *Richmond*.
The Client Concierge is responsible for building relationships with new and existing clients in a family law firm setting by acting as a client advocate.
The client concierge will be responsible for ensuring client satisfaction through regular contact with the client as well as the legal and operation teams.
_*Family law firm experience is required*_ to navigate the client through the process to ensure maximum satisfaction.
*Responsibilities:*
· Monday through Friday 8 AM – 5 PM in office role.
· Provide outstanding customer service to clients.
· Answering overflow calls and directing them to the correct departments and/or scheduling appointments.
· Making daily calls to clients for customer satisfaction (approximately 20 -30 calls per day).
* Establish and maintain customer relationships.
* Supports clients during the onboarding process.
* Promote cross-departmental communication.
* Participates in the Marketing and Intake teams processes.
* Develop and implement an internal client success program that aligns with the firm’s goals.
* Provide feedback to operations on customer service policies and practices.
* Reports any unusual activity to supervisors.
* Expedite client issues and requests with urgency as they relate to a client matter or the client’s relationship with the firm.
* Performing data entry duties regarding metrics, sales figures, tracking information, and other key data as it relates to the role.
*Qualifications:*
· *Maintains credible knowledge in the Family Law domain.
*
· Impeccable customer services skills with an aptitude to serve others.
· Possess a warm, friendly, and inviting demeanor.
· Well-versed in best practices around customer service and client retention.
· Strong written and verbal communication skills.
· Strong verbal and written communication skills.
· Analytical data interpretation and visualization skills.
· Excellent time management and organizational team collaboration skills.
· Technically adept in the use of Office 365, CRM, and legal production software.
· Two years college/university.
Job Type: Full-time
Pay: $45,000.
00 - $55,000.
00 per year
Benefits:
* 401(k) matching
* Health insurance
* Paid time off
Schedule:
* 8 hour shift
* Monday to Friday
Experience:
* Family law: 2 years (Required)
* Microsoft Office: 2 years (Required)
Ability to Commute:
* Richmond, VA 23230 (Required)
Ability to Relocate:
* Richmond, VA 23230: Relocate before starting work (Required)
Work Location: In person
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