Job Title: Client Concierge
Location: Virginia Beach, VA
Company: Melone Hatley, P.C. – Family Law Firm

Company Overview
Melone Hatley is a family law firm committed to excellence, with a presence in Virginia Beach, Reston, Richmond, Charlotte, NC, and Tampa, FL. Recognized as one of the fastest-growing 500 law firms in the U.S. and rated by Super Lawyers, we pride ourselves on being a top employer in the region. Our mission is to be the leading family and estate planning law firm, dedicated to helping individuals protect their families, finances, and futures. We uphold core values of transparency, honesty, and open communication, ensuring every client receives personalized attention throughout their journey with us.

Position Overview
The Client Concierge will establish itself as a professional and trusted advisor to both the client and the firm with strong domain knowledge and driving our overarching mission of providing superior client service. The concierge will be responsible for ensuring client satisfaction. They maintain expert knowledge of the industry, our products, and services as well as provide clients with insightful information with the goal to deliver an enhanced client experience and then be able to measure our improvement. The concierge will implement a prescribed contact and satisfaction measurement strategy with the new and existing clients via the phone and email and as a result, coordinate with the operations, professional, and legal teams to advocate for client needs and provide valuable information about their needs. They will perform outreach and measure the satisfaction of our existing clients as well.

Key Responsibilities:

• Own a role in New Client Onboarding through both telephone and email outreach.
• Manages own schedule to balance activities between onboarding, new clients, existing clients, closed matter GAS calls, and analytics around those four areas based on the Client Flow Algorithm.
• Maintain detailed client notes regarding all communications with prospective and existing clients within the database.
• Provide outstanding customer service to clients.
• Establish and maintain customer relationships.
• Supports clients during the onboarding process.
• Promote cross-departmental communication.
• Work as a collaborative team member with Marketing and Intake teams and processes.
• Provide high-level technical and product support to clients and team members.
• Develop and implement an internal client success program that aligns with the firm’s goals.
• Implement a client satisfaction survey that supports the measurement of an NPS (Net Promoter Score) score.
• Provide feedback on customer service policies and practices.
• Engage and report any unusual activity to the department manager.
• Expedite client issues and requests with urgency as they relate to a client matter or the client’s relationship with the firm.
• Communicating the position’s deliverables, objectives, and timelines to the Department Manager.
• Conducting internal research to analyze CLIO, and to understand customer trends and behaviors by collecting, summarizing, and analyzing data.
• Performing data entry duties regarding metrics, sales figures, and other key data as it relates to the role.
• Support the Operations Team and Executives as needed.

Skills and Qualifications:

• Impeccable customer service skills.
• Independent, self-starter who thrives on immersion in a rapidly evolving environment.
• Excellent problem-solving and analytical skills.
• Knowledge of best practices in customer service and retention.
• Proactive, can-do attitude, great follow-through, and resourcefulness with an attention to detail.
• Experience with guiding people through a process around a major obstacle in their lives.
• Maintain credible knowledge in the Family Law domain.
• Proficient with applicable software applications.
• Strong written and verbal communication skills.
• Strong aptitude for technical software products.
• Well-versed in client retention strategies.
• Organization skills.
• Analytical data interpretation and visualization skills.
• Excellent time management skills.
• Prioritization and collaborative skills.
• General computer knowledge and presentation software.
• Two years college/university, preferred.

Benefits:

• 401(k) Matching
• Health Insurance
• Dental, Vision, and Life Insurance
• Paid Time Off and Holiday Pay

Schedule:

• Full-time position (8-hour shift)
• On-site attendance required

Melone Hatley, PC is an equal opportunity employer.