Wilson Kester The Empowered Divorce Source (WKEDS) is an innovative family law firm built on truth, collaboration, and empowering clients through challenging transitions. We extend that same commitment to our team by supporting work–life balance, ongoing learning, and an environment where employees can bring their whole selves to work as we expand throughout Michigan.
As a forward thinking, growth oriented firm, WKEDS offers Client Care Coordinator candidates the opportunity to contribute meaningfully and grow within a mission driven organization.
Why Work at WKEDS?
Empowering Excellence
We empower individuals navigating divorce and family law matters with dignity and strength, and we empower our team in the same way. You will make a meaningful impact in the lives of Michigan families.
Professional Growth
Join a firm with a supportive and collaborative work environment. We focus on continuous learning, expanding skills, and developing the most innovative and empowering family law firm in the state.
Collaborative Culture
Work alongside enthusiastic colleagues dedicated to achieving the best possible results for our clients while maintaining a healthy work–life balance.
Position Overview:
The Client Care Coordinator serves as the first point of contact for incoming calls from potential new clients inquiring about legal services. First impressions are everything! The role requires a compassionate individual who wants to help families during challenging circumstances. You will perform conflict checks, actively listen to obtain information and determine whether the firm can resolve the potential client's legal matter, and guide potential clients on next steps. Attention to detail and the ability to notate critical information accurately are necessary.
Key Responsibilities
Initial Client Contact & Prequalification
- Respond to client inquiries
- Verify opposing party information and identify potential conflicts using critical thinking and client-checking software
- Obtain contact information, county of residence, and nature of legal matter
- Maintain strict confidentiality and comply with legal industry requirements
- Screen calls to ensure cases fall within firm scope
- Conduct comprehensive intake interviews with empathy and professionalism
- Gather detailed information about family law matters and assess client readiness
- Identify urgent matters requiring immediate attention
CRM Management & Documentation
- Enter potential new client information accurately into CRM system
- Maintain detailed records of all client interactions and communications
- Document conversation details in CRM.
Consultation Coordination
- Schedule consultations between potential clients and Client Empowerment Specialist
- Prepare detailed intake summaries for seamless handoffs
- Schedule consultations based on specialist availability
- Follow up on missed appointments to reschedule
Client Communication and Follow-Up
- Reach out to clients who have advanced to assigned stages within the CRM
- Follow-up with potential new clients who have become inactive to re-establish communication and assess their needs
- Confirm that each client has received the appropriate number of touchpoints and opportunities for engagement prior to being removed from the pipeline
Sales Support
- Work closely with Client Empowerment Specialist and Client Success Manager to identify and align on key priorities and action items
- Proactively manage the Client Engagement Specialist’s calendar
Qualifications
Required:
- 2 years customer service or professional services sales experience with phone-based client interactions
- Advanced Microsoft Office proficiency including Excel, Microsoft Word, etc.
- Strong data entry and computer skills with attention to detail
- Professional phone presence with eloquent, empathetic communication
- Emotional resilience and professional composure - ability to provide compassionate support while maintaining healthy professional boundaries during emotionally charged conversations
Preferred:
- Legal industry or family law experience
- Customer Relations Management system experience
- Multi-line phone system experience
What We Offer
- Comprehensive benefits package including medical, dental & vision insurance available to employees starting day 1 of employment
- Short Term Disability coverage
- 18 days PTO to start (pro-rated)
- Paid holidays
- 401(k) with 3% employer match (subject to eligibility requirements)
- Supportive work environment committed to work–life balance
- Convenient, free parking
- Opportunities for professional development and advancement
Schedule
- Full-time (or part-time, if applicable)
- Monday–Friday, 8am-5pm
- In-Person. Traverse City, MI
- Hybrid remote work options as approved by supervisor
Equal Employment Opportunity Statement
WKEDS is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have at least 2 years experience working in customer service?
- What makes you interested in this position and organization?
- Do you have prior experience working in the legal field?
- Do you have experience using CRM (customer relationship management) systems?
Work Location: In person
