Customer Service Representative

Job Description

Join a Mission-Driven Team Dedicated to Serving Seniors and Families

Empathetic – Client-Focused – Servant Leader – Growth Mindset – Quality-Oriented – Team Player

At Jarvis Law, we are seeking a Client Experience Coordinator to join our growing team. If you are passionate about helping seniors and families navigate estate planning and elder law with confidence and peace of mind, we want to hear from you.

Who We Are

Jarvis Law is a leading elder law and estate planning firm with offices in Dublin, Lancaster, and St. Clairsville, Ohio. This position will be working out of our St. Clairsville office. Ideally, the candidate will reside in West Virginia.  

Our mission is to provide unparalleled legal services that allow families to live securely, age with dignity, and protect what matters most. We achieve this by:

• Building trust – Serving as compassionate advisors who treat clients like family.
• Providing clarity – Guiding families through complex legal matters with empathy and respect.
• Delivering excellence – Creating personalized, comprehensive legal plans with proactive communication.

In this key role, you will be responsible for answering questions, directing calls to the correct team members, and supporting our busy team members in various ways. The Client Experience Coordinator’s primary function is to support multiple departments, including Client Services, Legal Assistance, and Marketing teams. This role will work with assisting with scanning, the correct saving and naming of documents, notifying the correct team member that the documents have been received, making quality assurance calls, making gratitude calls, assisting the client care team with overflow support, and learning and supporting the client success team as a backup to client meetings. The Client Experience Coordinator may also assist the rest of the team by performing other general office tasks as needed. The Client Experience Coordinator needs to understand how the Jarvis process works to direct calls properly and efficiently.  

Why Join Us?

At Jarvis Law Office, PC, we are committed to providing exceptional legal services with a client-focused approach. As our Client Experience Coordinator, you will play a vital role in ensuring our clients and team members are supported.

Key Responsibilities:

Support: (50% of the time)

1. Actively supports the vision and mission of Jarvis Law Office, PC.
2. Assists with document management, including scanning and accurately saving client documentation to client files for all offices.
3. Helps to maintain, organize, and update client files within company guidelines. 
4. Answering incoming calls professionally:
   1. Screens calls for importance and urgency; 
   2. Provides basic information about the firm and its services; 
   3. Takes clear and complete messages;
   4. Directs calls to the appropriate team members. 

1. Assists in coordinating meetings and phone conferences, as needed. 
2. Supports various special projects and initiatives as directed.
3. Prioritizes conflicting needs and handles matters expeditiously and proactively.
4. Follows through on projects to successful and timely completion.
5. Maintains and updates client information in the client management system (ActionStep), including company events and new prospects. 
6. Help ensure the client’s case is proceeding accordingly and promptly, and that the client’s questions are answered.
7. Make notes of all calls & correspondence within the client matter.

1. Obtain answers to client questions and convey answers back to the client. 
2. Be the gatekeeper to our team members who are in in-person client meetings. 
3. Follow up with internal staff to ensure clients have received a response regarding their questions.
4. Help to maintain ActionStep calendars, ensuring that meetings are accounted for timely. 
5. Ensure all clients who leave a voicemail receive a call back within 24 hours.
6. Assist other staff and perform general office tasks as requested.

Quality Assurance: (30% of the time)

1. Conduct follow-up calls with clients upon completion of services to confirm that all contracted services were delivered accurately and in a timely manner. 
2. Audit client files and action items – connect with clients on important outstanding items needed to continue to move their services to the next step. 
3. Make routine calls to clients that are listed as services completed, asking questions to ensure that they do not need to schedule a follow-up meeting due to life event changes. 
4. Conduct gratuity calls – just to check in and see how our clients are doing. 
5. Assist in sending out Intentional Acts of Kindness (IAK) items. 

Client Success Team Support:(20% of the time)

1. Conduct Signing Meetings and Funding Meetings with clients, as needed.
2. Draft documents; draft follow-up and status letters; fill out change of ownership forms, etc.
3. Communicate with clients and other parties to provide updates and gather information. 
4. Communicate with clients and other parties to answer basic questions about the status of the case. 
5. Schedule case events and follow up in Actionstep. 
6. Monitor case progress, deadlines, and important timeframes/milestones. 
7. Help attorneys prepare and carry out funding plans. 
8. Manage, prepare, and organize client files, information, and responses. 

What We’re Looking For:

• High school diploma or equivalent required.
• Strong customer service experience and the ability to communicate professionally.
• Ability to prioritize tasks, work efficiently, and support multiple roles.
• Strong interpersonal skills, emotional intelligence, and attention to detail.
• Proficiency in MS Office and the ability to learn new software quickly.
• Commitment to handling sensitive client information with discretion and professionalism. 
• Prior experience managing multiple line phones is desired.
• Prior customer service experience.

Position Details:

• Location: St. Clairsville, Ohio
• Schedule: Full Time - 40 hours a week, standard office hours
• Dress Code: Business Professional 
• Benefits: Standard medical, dental, vision, 401K

If you are a proactive, detail-oriented professional looking to make a meaningful impact in a law office setting, we encourage you to apply! Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you are eager to make a difference in someone’s life and work for a company that is best in class, values your consistent effort, and offers growth opportunities.