About Waters Law
Waters Law is a boutique estate planning, estate administration, and elder law firm serving families throughout the Upper Cumberland. We guide clients through estate planning, probate, trust administration, long-term care planning, conservatorships, and other important legal matters.
Our clients often come to us during significant and emotional seasons of life. We serve them with professionalism, excellence, compassion, and respect. Every role in our firm directly affects the client experience, and that experience begins with the person who answers the phone and welcomes clients through our doors.
We are seeking a high-caliber Client Services Coordinator who understands that warmth, organization, and attention to detail build trust in meaningful ways.
Position Summary
The Client Services Coordinator serves as the welcoming face and voice of Waters Law and plays a vital role in the daily rhythm of our office.
This position is responsible for managing the front desk, answering and directing incoming calls, scheduling appointments, supporting attorney calendars, greeting clients and visitors, and helping maintain an organized, professional, and inviting office environment.
This team member ensures:
- Every client receives a warm, compassionate, and professional welcome
- Calls are answered promptly, courteously, and accurately
- Appointments are scheduled and confirmed correctly
- Attorneys and staff remain organized and on schedule
- Clients move smoothly through the office during appointments
- The reception area and common spaces remain clean, organized, and client-ready
- Opening and closing responsibilities are completed each day
This is not a passive front desk role. We are looking for someone who takes ownership of the client experience, notices important details, remains composed during busy periods, and takes pride in creating a welcoming and professional environment. The right person takes initiative, exercises maturity and discretion, and understands that organization, warmth, and attention to detail directly impact both client satisfaction and team success.
Core Responsibilities
Client Experience & Front Desk Leadership
- Serve as the first point of contact for all clients, prospective clients, vendors, and visitors
- Welcome clients and visitors with warmth, professionalism, and compassion
- Answer, screen, and route incoming telephone calls promptly and courteously
- Take accurate and detailed messages
- Gather preliminary information from prospective clients using established intake procedures
- Assist clients with checking in and checking out
- Offer refreshments and help clients feel comfortable while they wait
- Receive deliveries and direct visitors appropriately
- Maintain a calm, polished, and professional presence throughout the day
- Protect client confidentiality and exercise discretion in all communications
Scheduling and Calendar Coordination
- Schedule, confirm, reschedule, and cancel appointments
- Coordinate appointments across multiple attorneys and staff calendars
- Prioritize attorney calendars and help maximize scheduling efficiency while ensuring an exceptional client experience
- Help attorneys remain on schedule throughout the day
- Monitor appointment lengths and communicate delays appropriately
- Maintain accurate calendar information and appointment notes
- Monitor conference room reservations and prevent scheduling conflicts
- Communicate appointment requirements and instructions to clients
- Assist with reminder calls, emails, and other appointment-related communications
- Help manage client flow throughout the office
Conference Room and Appointment Preparation
- Prepare conference rooms before client meetings
- Ensure conference rooms are clean, organized, and properly stocked
- Place appointment materials in conference rooms as directed
- Reset conference rooms promptly after meetings
- Monitor common spaces throughout the day and address anything that needs attention
- Assist with basic preparation of client folders, forms, and appointment materials
Front Office Organization
- Maintain an orderly and organized reception desk
- Keep the lobby, entryway, reception area, conference rooms, kitchen, and restrooms neat and client-ready
- Restock refreshments, paper products, and front-office supplies
- Monitor supply levels and notify the appropriate team member when items need to be ordered
- Receive, sort, and distribute incoming mail, packages, and deliveries
- Assist with outgoing mail and document pickup as needed
- Scan, copy, print, and organize documents when requested
- Safeguard original client documents received at the front desk
Opening and Closing Responsibilities
- Open the office each morning and prepare it for clients and staff
- Turn on lights and equipment and ensure reception and common areas are ready for the day
- Check the lobby, conference rooms, kitchen, and restrooms for cleanliness and supplies
- Complete end-of-day closing procedures
- Ensure conference rooms and common areas are reset before leaving
- Secure confidential materials and follow established closing protocols
- Confirm that designated equipment, lights, doors, and office areas are properly addressed at closing
Team Support
- Communicate proactively with attorneys, paralegals, and staff regarding client arrivals, calls, messages, and scheduling matters
- Assist the Director of Operations with front-office needs and special projects
- Provide basic administrative support when front-desk responsibilities allow
- Take ownership of front-office operations by identifying problems, proposing solutions, and following tasks through to completion
- Participate in team meetings, training, and professional development
- Support coworkers during busy periods and contribute to a positive team environment
Perform other front-office duties reasonably related to the position.
Who Thrives in This Role
We are selective in our hiring process because this role sets the tone for our firm.
The ideal candidate:
- Genuinely enjoys helping people and making them feel welcome
- Has a warm, friendly, and professional communication style
- Presents a polished, professional appearance appropriate for a client-facing legal office
- Is highly organized and able to manage competing priorities
- Pays close attention to details and follows through consistently
- Can manage frequent interruptions while remaining calm and focused
- Communicates clearly and professionally by phone, email, and in person
- Takes pride in maintaining a clean, polished, and inviting workspace
- Notices what needs to be done and takes appropriate initiative
- Understands the importance of punctuality, dependability, and consistency
- Exercises maturity, discretion, and sound judgment
- Is emotionally intelligent and compassionate toward clients experiencing difficult circumstances
- Accepts feedback professionally and takes ownership of mistakes
- Is flexible and adaptable when schedules or priorities change
- Works well as part of a team
- Is eager to learn and committed to professional growth
- Is comfortable learning and using technology
- Is fully committed to maintaining strict client confidentiality
We are looking for someone seeking a long-term professional home—not simply a temporary position. This role is ideal for someone who takes pride in being the steady, dependable face of a growing law firm.
Experience & Skills
- One (1) to two (2) years of office, reception, scheduling, customer service, or related experience preferred
- Strong verbal and written communication skills
- Professional telephone etiquette
- Strong organizational and time-management skills
- Ability to multitask while maintaining accuracy and professionalism
- Proficiency with Microsoft Office and Google Workspace
- Comfort using scanners, copiers, printers, telephone systems, and audiovisual equipment
- Demonstrates confidence learning new technology and adapting quickly to firm systems and software
- High school diploma or GED equivalent required
- Reliable transportation and consistent attendance required
- Prior experience in a professional office, legal office, medical office, financial office, or other client-service setting is a plus
- Experience with Clio, Lawmatics, Slack, Trello, Zoom, or Elevate is a bonus but not required
Physical Requirements
- Ability to remain seated or standing for extended periods throughout the workday
- Ability to walk throughout the office and assist clients as needed
- Ability to lift or move office supplies and packages weighing up to approximately 25 pounds
- Ability to perform light office organization and setup throughout the day
How to Apply
Please submit your resume and a thoughtful cover letter to [email protected]
In addition to your resume and cover letter, please submit a 1–2 minute video introducing yourself and briefly explaining why you’re interested in this position.
In your cover letter, please explain:
- Why you believe your experience and qualities align with the responsibilities and standards described in this posting
- Why you are interested in working at Waters Law
- What you believe creates an exceptional experience for a client who calls or visits a professional office
Pay: $35,000.00 - $42,000.00 per year
Benefits:
Work Location: In person
