You MUST submit a resume AND cover letter to be considered. Applications without a cover letter, explaining why you are a fit for the position, will not be reviewed.

CLIENT SERVICE/INTAKE COORDINATOR

Full-time | Remote to start | Northern Virginia / future hybrid flexibility About Mathews Law Mathews Law, PLLC is a boutique estate planning and estate administration firm serving clients in Virginia and Maryland. We provide a warm, highly responsive, and educational client experience.

Our work is personal:

clients often come to us while making important decisions for themselves and the people they love. The opportunity We are hiring a full-time (35 hours/week) Client Service Coordinator to serve as a welcoming, dependable first point of contact for prospective and current clients. This person will spend a significant part of each day on the phone, promptly follow up with leads and clients, clearly explain the benefits of our process, and help people take the next appropriate step with confidence. The right person is warm without being passive, persuasive without being pushy, organized under pressure, and genuinely energized by helping people. Estate planning experience is not required; strong sales or high-level customer service experience is. What you will do

• Answer and return a high volume of calls with warmth, professionalism, and urgency.
• Respond to new inquiries, learn what prospective clients need, explain the firm's services and client experience, and help qualified prospects schedule the appropriate next step.
• Conduct consistent, thoughtful follow-up by phone, email, and text so prospective clients do not fall through the cracks.
• Make welcome, reminder, check-in, and follow-up calls to current clients throughout the estate planning process.
• Communicate service value clearly, respond confidently to common questions, and help prospective clients overcome reasonable hesitation
• Maintain accurate and timely notes, contact information, tasks, and statuses in the firm's CRM and other systems.
• Coordinate calendars and appointments and work closely with attorneys, paralegals, and remote team members to keep the client journey moving.
• Identify urgent, sensitive, or unusual concerns and promptly escalate them to the appropriate team member.
• Protect confidential information and consistently follow firm procedures.
• Contribute to a positive, accountable team culture and help improve client-service processes as the firm grows.
• Perform other projects as assigned. What we are looking for
• At least two years of successful experience in sales, client intake, hospitality, healthcare coordination, or another high-touch customer service role.
• Exceptional phone presence, active listening skills, empathy, and clear verbal and written communication.
• Comfort spending a substantial portion of the workday making and receiving calls.
• A demonstrated ability to follow up consistently, build trust, and guide people toward a decision or next step.
• Strong organization, attention to detail, and the ability to manage competing priorities in a fast-paced environment.
• Confidence learning and using cloud-based systems, video meetings, email, shared documents, and a CRM.
• Sound judgment, discretion, reliability, and respect for client confidentiality.
• A collaborative working style and the ability to communicate effectively with colleagues who work remotely.
• A quiet, professional home workspace with dependable high-speed internet.
• Ability to commute to the Vienna/Fairfax area if the position transitions to a hybrid schedule in the future. Helpful, but not required
• Experience in a law firm, professional-services firm, or other confidential client environment.
• Experience with consultative sales, lead follow-up, appointment setting, or client conversion.
• Familiarity with Lawmatics or a comparable CRM, Google Workspace, Zoom, and business phone systems. How success will be measured
• Prospective and current clients receive timely, warm, and accurate communication.
• Follow-up tasks are completed consistently and records are accurate.
• Qualified prospects understand the firm's value and are effectively guided to the appropriate next step.
• Appointments are scheduled accurately, handoffs are smooth, and avoidable client-service issues are minimized.
• The coordinator is a reliable, flexible, and solutions-oriented teammate.

Schedule and work arrangement This is a full-time, 35-hour-per-week position during the firm's regular business hours. The role will begin as a remote position. Because it may become hybrid in the future, candidates must be able and willing to work from the firm's Northern Virginia offices when required. Any future schedule expectations will be communicated in advance. Compensation and benefits

Compensation:

$22-29/hour, depending on relevant experience and demonstrated skill. Paid and flexible time off. 401k with company match. Amazing team and growth opportunities. How to apply In addition to your resume, you MUST submit a cover letter explaining why the right candidate for the role. Candidates who do not submit a cover letter will not be considered. Equal opportunity Mathews Law, PLLC is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.

Pay:

$22.00 - $29.00 per hour Expected hours: 35.0 per week

Benefits:

401(k) matching Paid time off

Work Location:

Hybrid remote in Vienna, VA 22180