Client Intake & Experience Coordinator (WeCare Concierge) in Denver, Colorado at Harris Law Firm PLLP

What makes The Harris Law Firm voted The Best Law Firm and Best Lawyers by Best Lawyers® every year since 2019 and the 2023-2026 BEST PLACES TO WORK - LAW FIRMS!?

The Harris Law Firm is more than a place to practice law, it’s a place to grow, to belong, and to make meaningful impact. With a mission of providing superior legal representation and outstanding service for our clients while maintaining a high level of respect and appreciation for our team, and strategic and deliberate care for our community and beyond, The Harris Law Firm’s culture truly is unrivaled. Our WeCare® initiative encourages our employees to take care of our clients, our community, and ourselves. Being active in Denver's business and charitable communities, we have a strong and historic ethic of pro bono service. Although our well-established and highly acclaimed family law boutique is one of the largest in our practice area in the region, we pride ourselves on being a collaborative, congenial environment. We focus on our clients' welfare and dignity, and we have a goal of settling our cases and protecting children. In our team-like atmosphere, you are sure to find a culture of collegiality, mutual support, and encouragement.

We offer a comprehensive benefits package designed to support your health, financial well-being, and professional growth, including:

• Health insurance and a 401(k) with an employer match.
• Company-paid short-term disability, long-term disability, and accidental death and dismemberment (AD&D) coverage.
• Company-paid parental leave.
• RTD EcoPass.
• Regular training and professional development opportunities.
• 80 hours of paid time off earned during your first 12 months, increasing to 120 hours in your second year.
• A $20 monthly wellness stipend through Thrive Pass to help you take care of yourself.

The Harris Law Firm is an equal opportunity employer.

You will help clients feel supported from the very first call. Are you someone who builds trust easily, follows through, and enjoys helping people navigate important decisions? The Harris Law Firm is seeking a WeCare Concierge to serve as a consistent point of contact who guides prospective and retained clients through their experience with The Harris Law Firm, from initial inquiry through case closure. They build relationships, coordinate handoffs, follow up on outstanding items, and help resolve service concerns. Working closely with attorneys, paralegals, and leadership, the WeCare Concierge helps each client feel informed, supported, and connected throughout their matter.

What does our WeCare Concierge do?

Intake and Retention:

• Persistently monitor and respond to all Potential New Client Information relevant inquiries (email, internet, phone and referrals); Follow up with all Potential New Client Information (PNC) voicemail, chat or email inquiries in a timely manner
• Review and assign new business inquiries under established intake procedures; gather relevant information, identify service needs, and document client concerns and communication preferences.
• Give each call undivided attention, establish trust through empathy and compassion, and guide the conversation with confidence
• Maintain availability; provide consistent service throughout business hours.
• Schedule consultations with the appropriate attorney and complete the initial consultation process.
• Explain approved information about firm services and retention steps, use effective, client-centered sales techniques to address concerns and convert appropriate prospective clients into retained clients, and coordinate post-consultation follow-up, engagement documents, and other retention requirements.
• Use Sales Force to enter all Potential New Client Information
• Manage referral data and processes, including documenting referral sources and coordinating required follow-up under firm procedures.
• Partner with fellow WeCare Concierges to provide timely, consistent client support, including shared coverage and assistance across client assignments as needed.
• May assist with client onboarding and general case orientation, in coordination with the legal team and other departments, including engagement agreements, client portals, communication expectations, billing contacts, document submission, and immediate next steps. Responsibilities may be shared based on established workflows and must follow firm-approved materials and attorney guidance, without predicting outcomes or providing legal advice.
• Confirm retention items are complete, coordinate missing information, and identify needs or concerns that require legal team or leadership attention.

Active Case Guidance and Coordination

• Maintain an assigned portfolio of client relationships and conduct proactive check-ins at established intervals and key case milestones, with sensitivity to each client’s circumstances and preferences.
• Relay legal team–approved updates, connect clients with the appropriate team for legal, billing, or other questions, and follow up to ensure their needs are addressed.
• Document client contacts, commitments, outstanding items, concerns, and handoffs in the firm’s systems so team members have a reliable record of the client experience.
• Recognize communication gaps, dissatisfaction, confusion, or potential service concerns early; provide approved process support and escalate promptly according to procedure.
• Coordinate administrative and client-service closure activities once authorized by the legal team, ensuring clients understand remaining administrative steps and whom to contact for future assistance.
• Coordinate with Client Financial Services on final billing and any applicable retainer refunds; track outstanding client-service questions and follow through to resolution. Conduct a closing client service check-in, gather feedback, and coordinate satisfaction surveys or review requests in accordance with firm procedures.
• Other Job responsibilities as assigned
  
  

• 2 or more years of customer service or sales experience; inbound sales experience preferred
• 1+ years of experience in law firm preferred
• Experience coordinating client services or managing client relationships preferred
• Resourceful, proactive and committed to resolving client concerns
• Strong attention to detail
• Proficiency in Microsoft Office and database entry; Salesforce experience preferred.

Knowledge/Skills:

• Exceptional communication skills
• Excellent interpersonal and customer service skills
• Excellent verbal and written communication skills
• Strong empathy skills for clients in challenging life circumstances
• Ability to manage multiple client relationships, organize follow-up tasks, maintain accurate records, and coordinate effectively across departments.
• Ability to work independently, multitask, solve service issues resourcefully, follow established procedures, and maintain accountability for client communication and assigned tasks.

PHYSICAL DEMANDS

Prolonged periods sitting at a desk and working on a computer

WORKING CONDITIONS AND ENVIRONMENT

While performing the duties of this job the employee is regularly exposed to a typical business office environment. The ability to share workspace, travel by car or train, dress in proper business attire, attend meetings and meet deadlines are all requirements of this position.

Compensation

• Base salary: $65,000 annually.
• Bonus opportunity: Up to $7,000 annually based on team performance.
• Total annual earning potential: Up to $72,000.