Client Engagement Specialist

Job Overview

Rutkowski Law Firm seeks a Client Engagement Specialist to serve as the warm, confident first voice for potential clients. The role involves guiding families through their initial interaction with us, scheduling appointments, and ensuring a smooth transition to our legal team.

• Respond promptly and warmly to all new client inquiries—by phone, web, or referral—within 1 hour during business hours.
• Qualify potential clients using clear, empathetic conversation flows and firm-provided intake criteria.
• Confidently schedule 20+ appointments per week with qualified leads for our legal team.
• Re‑engage unbooked leads through follow‑up calls, emails, and texts, aiming to schedule at least 2 additional appointments per week from reactivations.
• Document all client interactions accurately and consistently in our CRM.
• Collaborate with the sales and legal teams to ensure a smooth, professional experience from first contact to first meeting.
• Track and report lead engagement metrics and identify trends or gaps that impact the booking rate.
• Contribute to a team culture grounded in empathy, responsiveness, accountability, and continuous improvement.

• 1–3 years of experience in client service, inside sales, appointment setting, or a similar front‑line role.
• Exceptional verbal communication skills—confident, clear, and empathetic on the phone.
• Strong organizational skills with the ability to manage multiple conversations and follow‑ups simultaneously.
• Comfortable using CRM systems, phone platforms, and online scheduling tools.
• Proven ability to meet and exceed individual performance goals (e.g., booking targets, response time SLAs).
• Reliable, self‑motivated, and eager to contribute to a fast‑moving team.
• High emotional intelligence and the ability to handle sensitive client situations with warmth and professionalism.
• Coachable with a growth mindset—open to feedback, training, and continuous improvement.

• Experience working in a law firm, medical office, or other professional service business.
• Familiarity with estate planning, elder law, or working with senior clients and their families.
• Prior training in sales, intake, or consultative communication frameworks.
• Experience in a high‑volume call or lead‑response environment.
• Michigan‑based (or Eastern/Central time zone), even if working remotely.

$45,000 - $75,000 yearly