Client Services Manager Job Description

Legal Answer Edge, LLC

Reports to CEO



Rare opportunity to become vital member of growing call center with the opportunity for significant advancement as company grows and expands.


We work with attorneys across the country to handle intake and retainer sign-ups for their potential clients and lead opportunities.




Regarding current client needs

·         Primary Client Services Contact for most accounts

·         Responsible for organization, communication, and completion of client requests

·         Responsible for maintaining summary of client needs

·         With the help of CEO, responsible for completing each need by due date and enlisting help when needed

·         Quality Assurance responsibilities to assist operations and ensure highest quality product for clients

·         Monthly check-ins and semi-annual surveys with clients

·         Rotate on-call responsibilities for urgent production client issues

·         Retainer queue tracking, reporting and overall follow-up responsibility

·         Learning about systems and CRMs our clients use to better communicate with them regarding their integration needs with call center

·         Work to have a basic understanding of CRMs and case management software used by clients

·         Working with call center supervisors and management to make sure individual needed client follow-ups are handled and completed


Regarding new client needs

·         Build Accounts as needed. Accounts will be built by CEO or Client Services Manager and will be determined during on-boarding process if new client

·         Learn about and report on upcoming conferences, webinars, other sales opportunities to expand our brand with new clients or reinforce our brand with current clients

·         Work with CEO to maintain company CRM

·         Work with CEO to brainstorm new revenue streams / sales opportunities with existing clients

·         Maintaining professional, helpful relationships with vendors and helping CEO look for channel partner opportunities


Document management

·         Setup and test documents created in our document management system

·         Work with CEO and operations to maintain potential client follow-up systems / retainer queue


Software QA

·         Working with CEO to test new versions and updates to software

·         Weekly software status reporting with CEO (primarily regarding updates, testing, and production issues)

·         Maintaining software test environment for operations and training of agents


Skills Needed

·         Highly detail-oriented

·         Excellent organizational skills

·         Solid analytical skills to create scripting logic needed for clients

·         Great written skills and understanding of conversation flow for script writing

·         Excellent communication skills to speak with attorneys and other staff members of law firms

·         Excellent excel, word and Office 365 skills

·         Working knowledge of legal case management software

·         Ability to work with others and ability to complete projects with deadlines