Client Experience Coordinator

Overview

The Client Experience Coordinator is the first point of contact for ACW LAW
, ensuring that every client and visitor feels welcomed, supported, and cared for. This role combines professional reception duties with meaningful client service responsibilities, creating a smooth and impactful experience at every interaction. The Coordinator manages the front desk, phone systems, and office common areas, while also handling scheduling, intake, and document management. By assisting with firm announcements, event preparation, and client touchpoints, the role helps foster both internal connection and external client satisfaction.

The Coordinator partners closely with legal assistants to maintain calendar accuracy and supports attorneys with meeting logistics, deposition preparation, and client communication. By complying with ACW LAW
’s policies and reflecting our values of integrity, optimism, wisdom, initiative, and responsiveness, the Client Experience Coordinator ensures consistency, professionalism, and care in every detail of client interaction.

• Client Communication & First Impressions – Welcome and greet clients and visitors in person and over the phone, ensuring they feel supported and cared for.
• Client Communication & First Impressions – Answer, screen, and direct calls (including cold calls) with professionalism.
• Client Communication & First Impressions – Oversee the main phone system (Allo Voice landline), including outgoing/incoming message management and call routing.
• Client Communication & First Impressions – Conduct client intake and ensure a smooth onboarding process.
• Client Communication & First Impressions – Offer refreshments and create a welcoming environment for clients and visitors.
• Scheduling & Case Coordination – Schedule and confirm appointments for clients, depositions, and attorney meetings.
• Scheduling & Case Coordination – Coordinate with legal assistants to maintain calendar accuracy and case scheduling.
• Scheduling & Case Coordination – Set up conference rooms for depositions and meetings, ensuring technology and materials are prepared in advance.
• Administrative & Client Service Support – Manage deliveries, incoming/outgoing mail, and signed documents.
• Administrative & Client Service Support – Provide administrative support for client service tasks, including document handling and follow-up.
• Administrative & Client Service Support – Assist with firm-wide announcements, event preparation, and birthday/employee recognition.
• Administrative & Client Service Support – Provide backup support for light administrative or marketing tasks (swag prep, reviews, client surveys).
• Administrative & Client Service Support – Maintain front desk appearance and ensure office common areas (including breakroom) are welcoming and orderly.
• Administrative & Client Service Support – Support implementation of firm policies and procedures in daily operations.

• Professional presence with excellent interpersonal and communication skills.
• Strong customer service mindset — warm, empathetic, and client-centered.
• Organized and detail-oriented, with the ability to manage multiple tasks and priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic comfort with Zoom/Teams.
• Experience with case management software (Centerbase preferred) and Adobe Acrobat Pro a plus.
• Ability to learn new technology and processes quickly.
• Demonstrates confidentiality, discretion, and integrity in all client interactions.
• Previous experience in client-facing roles (law office, medical office, hospitality, or customer service) preferred.

• Integrity – trustworthy and professional in every interaction.
• Optimism – creates a welcoming, supportive environment for clients.
• Wisdom – uses sound judgment in managing client interactions and office priorities.
• Initiative – anticipates needs and takes proactive steps to improve the client experience.
• Responsiveness – provides timely, clear communication to clients and team members.