Customer Service Specialist & Appointment Scheduler

Job Overview

JOB DETAILS

REQUIREMENTS

• Excellent communication skills — clear, warm, and confident on the phone and in writing.
• Empathetic listener with a calm, caring, and professional demeanor when speaking with people in stressful situations.
• Strong customer service background with proven experience helping clients, patients, or customers navigate decisions.
• Sales or call center experience preferred — especially in roles requiring consultative conversations or scheduling appointments.
• Self-starter with a “figure-it-out” mindset — takes ownership, solves problems independently, and learns quickly.
• Reliable and organized, able to manage multiple calls and follow-ups while maintaining accuracy in notes and scheduling.
• Comfortable using technology, including CRM or client management systems, and able to learn new software quickly.
• Strong attention to detail and commitment to following procedures, especially when processing payments or client data.
• Team player who contributes to a positive, collaborative, and supportive work culture.
• High integrity and discretion when handling confidential information.
• High school diploma required; some college or professional training in customer service, communications, or related fields preferred.

RESPONSIBILITIES

• Respond promptly and professionally to incoming calls, texts, and emails from people seeking legal help.
• Guide prospective clients through the process of scheduling a legal consultation, helping them feel confident about taking the next step.
• Use firm-provided scripts and training to qualify callers, ensuring they meet our criteria as a person and a problem we can help.
• Collect key information and take clear notes about the caller’s situation to assist the attorney during their consultation.
• Process consultation payments accurately and ensure all scheduling and client data are entered correctly.
• Make outbound follow-up calls to people who have previously reached out but have not yet scheduled or hired the firm.
• Sell the value and benefits of speaking with a lawyer — not by pressure, but through empathy, clarity, and confidence.
• Deliver an exceptional client experience by listening with compassion, solving problems quickly, and maintaining a positive, professional tone in every interaction.
• Collaborate with teammates to improve systems, share insights, and help the firm grow through great service and communication.
• Demonstrate a “figure-it-out” mindset — take ownership, think ahead, and proactively solve problems without waiting to be told what to do.
• Show up every day with energy, optimism, and a strong work ethic, committed to helping people in need and representing the firm with excellence.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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