Client Services Specialist

LS Carlson Law is a law firm serving clients nationwide from our southern California headquarters to our satellite office in Florida and we are looking for an exceptional Client Services Specialist to add to our growing California team asap!

At LS Carlson Law, the Client Service Specialist plays a mission-critical role in shaping how clients experience the firm from the very first interaction. You won’t just be managing leads or booking appointments — you’ll be crafting moments of clarity and reassurance during what is often one of a client’s most stressful days. You’ll be responsible for creating a smooth, empathetic, and efficient experience from intake to consultation, leveraging both emotional intelligence and operational precision. As a key voice of the firm, you will translate our reputation for legal excellence into human connection and trust, ensuring that every client feels heard, understood, and supported. This is more than a front-facing role — it’s an opportunity to make meaningful first impressions, reinforce our commitment to client-centered advocacy, and set the tone for a client experience that reflects the strategic, modern, and values-driven identity of LS Carlson Law.

Our team is made up of exceptional legal minds and support staff who thrive in our professional working environment. Our success is driven by collaboration, teamwork, and respect. Additionally, the firm remains steadfast in its commitment to our team in providing the necessary resources, tools, and mentorship opportunities to foster professional and intellectual growth.

Last but definitely not least, please note that LS Carlson Law is not your typical law firm. We are constantly striving to reach new heights and never settle for second best. By joining our team, you will need to be exceptional at what you do and continually seek growth on a personal and professional level. If you are looking for a job that’s tedious and uninteresting, you should look elsewhere, but if you are looking to take your career to the next level in a fast-paced, challenging environment, you’ve found the right place. We are determined to achieve greatness in all we do and look forward to expanding our team of disciplined, hard working professionals who feel the same way.

If that’s not enough, please see the below additional reasons why you should work here!

• You will become part of an incredibly thought out and united firm culture spearheaded by an attentive firm owner and teammates who are dedicated to ensuring our team and the firm’s success.
• You will work with teammates across different departments who are happy to help and/or mentor as you grow in your position with our office.
• You will experience working for a firm that is constantly evolving and becoming a force to be reckoned with in the legal industry.
• You will become part of an environment that fosters creativity and makes moves to put those creative ideas into motion.
• You will grow personally and professionally. Every measure is taken to ensure our team members flourish. From one-on-one mentoring opportunities to foster professional growth to employee events to increase camaraderie, we actively work toward the growth of our team.

Job Details

Responsibilities:

• Call Management: Serve as the firm’s first point of contact, answering inquiries, gathering preliminary details, and setting a tone of professionalism and care. Create a welcoming and empathetic experience that makes every potential client feel heard and supported.
• Lead Qualification: Qualify or disqualify leads by gathering key information, and determining alignment with the firm’s services.
• Lead Pipeline Management: Take full ownership of clearing the lead pipeline by promptly handling inquiries from all sources and ensuring no lead is left unattended. Follow up consistently, track progress, and move each lead forward with accuracy and urgency.
• Client Engagement & Support: Maintain consistent communication and build trust with potential clients by answering questions, providing updates, and guiding them through the early stages of the process. Gather additional documentation as needed to ensure smooth and informed follow-through.
• Consult Coordination: Schedule consultations by consulting attorney and client availability across calendars. Proactively resolve scheduling conflicts, ensuring both parties are aligned on appointment expectations.
• Team Collaboration: Work closely with your fellow Client Services team members and other departments to coordinate lead handling, maintain alignment on responsibilities, and ensure a smooth, consistent intake experience for every potential client.
• Fast-Paced Workflow Execution: Thrive in a fast-paced, dynamic environment with the ability to manage back-to-back calls and shifting priorities during periods of high volume, all while maintaining a high level of professionalism and attention to detail.

Who We're Looking For:

Someone who is:

• Driven by goals;
• Personable;
• Adaptable;
• Detail-oriented;
• Organized;
• Able to multitask;
• Skilled with exceptional telephone etiquette;
• Experienced working in client-facing environments;
• Knowledgeable regarding conflict resolution techniques; and
• Willing to work in a fun, but hard-working, environment.

Skills and Qualifications:

• Experience: At least 2–3 years in a client-facing role such as legal intake, hospitality, healthcare, or a similarly fast-paced, service-driven environment. Experience in a law firm setting is a plus.
• Client Conversation Management: Ability to navigate conversations with clients undergoing stressful situations with empathy and composure. You lead interactions with confidence — genuinely listening and caring, yet expertly guiding each conversation with clarity and purpose.
• Communication Skills: Exceptional verbal and written communication abilities, with a talent for making clients feel heard, respected, and guided — regardless of outcome.
• Initiative and Follow-Through: Proactive, diligent, and detail-oriented, with a strong sense of ownership over your work. You care about getting things right, take initiative without waiting to be asked, and ensure nothing slips through the cracks.
• Empathy and Compassion: A genuine desire to help individuals, treating each person with dignity and respect, regardless of case viability.
• Organizational Skills: Strong attention to detail with the ability to manage multiple tasks and priorities effectively.
• AI Proficiency: Demonstrated knowledge of AI tools with a track record of using them effectively to streamline tasks, synthesize information, and support client communication or internal processes.
• Software Proficiency: Proficiency in Microsoft Office (Word, Excel, Outlook) to manage client records, correspondence, and documentation efficiently. Experience using a CRM is highly advantageous, although not required.

Perks:

• Professional development and growth opportunities;
• Excellent mentoring with direct access to upper management;
• Competitive compensation;
• Robust vacation policy and holiday schedule;
• Collaborative and professional team environment; and
• Firm events and outings.

Awards and Accolades:

• IMPACT 2022 Law Firm of the Year;
• IMPACT 2023 Best Place to Work;
• Nextdoor 2023 Neighborhood Fave;
• Lawyers of Distinction 2023 Excellence in Civil Litigation;
• OC Business Journal 2023 Excellence in Entrepreneurship Nominee;
• Featured in Inc. Magazine, South County Magazine, Riviera Magazine, Orange County Business Journal, American Bar Association Business Law Section, and more!

Videos and Media:

• HOA Branding Video: https://www.youtube.com/watch?v=s1sjQnl7GbY
• Client Experience: https://www.youtube.com/watch?v=8CPCdcFjxT4
• HOA Dispute Consultation: https://www.youtube.com/watch?v=F3VQXlA9apk
• Business Litigation Overview: https://www.youtube.com/watch?v=LxHLl2Jhmts

Job Type: Full-time

Pay: Up to $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Relocate:

• Aliso Viejo, CA 92656: Relocate before starting work (Required)

Work Location: In person