Client Relations & Legal Support Specialist – U.S. Law Firm Experience Preferred

Client Relations & Legal Support Specialist
U.S. law firm experience preferred
North Georgia Family Lawyers and Legal Defense, LLC is seeking a professional, organized, and client-focused Client Relations & Legal Support Specialist to join our growing team.
We are a U.S.-based law firm handling family law, property litigation, and related legal matters. Our clients often contact us during difficult and emotional periods in their lives. We want every client to feel heard, informed, supported, and confident that their legal team is paying attention to their matter.
This is not primarily a sales position.
The primary purpose of this role is to help manage the client experience by responding to clients, monitoring communications, providing appropriate status updates, assisting the legal team, and making sure client concerns do not fall through the cracks.
There will be some light intake, client outreach, and service-related conversations, but we are looking first for someone who is excellent at client communication, organization, follow-through, and problem solving.
What you will do
Client communication and support
Monitor incoming client messages throughout the business day.
Review MyCase messages and identify clients who need a response.
Return client telephone calls promptly and professionally.
Provide appropriate non-legal case status updates to clients.
Make sure client questions are routed to the correct attorney, paralegal, or Legal Assistant.
Help clients understand what information or documents the legal team is waiting for.
Follow up with clients regarding outstanding documents, forms, appointments, or other action items.
Help ensure clients are prepared for scheduled meetings.
Document client communications and important information accurately in MyCase.
Identify urgent client concerns and escalate them to the appropriate team member.
Help prevent clients from feeling that they do not know what is happening with their case.
Client relationship management
You will help serve as a connection between the client and the legal team.
This includes:
Checking on clients when appropriate.
Identifying unresolved client concerns.
Making sure promised responses occur.
Helping manage client expectations.
Listening carefully when a client is frustrated or confused.
Remaining calm and professional during difficult conversations.
Helping resolve service concerns before they become larger problems.
Communicating internally when a client needs additional attention.
Supporting a consistent and professional client experience from beginning to end.
You will not provide legal advice.
Questions requiring legal judgment or legal advice must be routed to the appropriate attorney.
Billing and account outreach
Part of this position involves professional client communication regarding billing.
Responsibilities may include:
Contacting clients regarding outstanding invoices.
Reminding clients about balances that need attention.
Helping clients understand how to make payments.
Directing clients to MyCase payment options.
Documenting billing outreach.
Communicating client payment questions or concerns to the appropriate team member.
Helping the firm maintain consistent communication with clients whose accounts require attention.
These conversations should be professional, respectful, customer-focused, and direct.
You are not expected to perform accounting or bookkeeping unless specifically assigned and trained.
Light legal assistant support
This position may also assist the legal team with basic administrative and legal-support responsibilities, including:
Updating client information in MyCase.
Maintaining accurate client records.
Scheduling meetings and telephone calls.
Assisting with attorney and client calendars.
Uploading and organizing documents.
Sending routine client correspondence.
Helping collect documents requested by attorneys or paralegals.
Assisting with basic case-management tasks.
Monitoring assigned workflows and tasks.
Helping confirm upcoming client meetings or hearings.
Performing other administrative support as needed.
Intake and prospective client support
This position may occasionally assist with new-client intake when needed.
Responsibilities may include:
Answering inquiries from prospective clients.
Collecting basic information.
Following the firm's intake process.
Entering accurate intake notes.
Helping qualified prospective clients schedule consultations.
Confirming consultation information.
Reconnecting with prospective clients who previously contacted the firm.
This is not a high-pressure sales role.
The goal is to understand the person's needs, explain the firm's process clearly, and help the potential client determine the appropriate next step.
Some light sales or service-conversion conversations may occur, but client care and accurate communication come first.
What high performance looks like
A high-performing person in this role:
Checks client messages without having to be reminded.
Returns calls when promised.
Makes sure clients receive answers.
Documents communications accurately.
Notices when a client has been waiting too long for a response.
Escalates urgent concerns quickly.
Keeps tasks organized.
Follows through until an issue is resolved.
Communicates clearly with attorneys, paralegals, and clients.
Can manage multiple conversations without losing important details.
Does not leave unfinished client issues sitting without an owner.
Understands that excellent client service requires both empathy and accountability.
You may be a strong fit if
You genuinely enjoy helping people.
You communicate clearly and professionally.
You are comfortable speaking with clients by telephone.
You are patient with people who may be emotional, frustrated, or confused.
You are an excellent listener.
You are highly organized.
You follow instructions carefully.
You can manage several priorities at the same time.
You take good notes.
You pay close attention to details.
You follow through on commitments.
You are comfortable discussing invoices and payment obligations professionally.
You can be empathetic while still being direct.
You know when a question needs to be escalated.
You understand the importance of confidentiality.
You take ownership of your work rather than waiting to be reminded.
Preferred experience
Previous experience with a United States law firm is strongly preferred.
Preference will be given to candidates with experience in:
U.S. law firms
Family law firms
Litigation practices
Client relations or client services
Legal intake
Legal assistant work
Law firm reception or case management
Billing or accounts-receivable outreach
MyCase
Clio or other U.S. legal case-management systems
Candidates who have experience working with a Georgia law firm are especially encouraged to apply.
Technology
Experience with the following is helpful:
MyCase
Clio
Microsoft Outlook
Microsoft Word
Microsoft Excel
Google Workspace
Adobe Acrobat
Zoom
VoIP/phone systems
CRM or case-management software
You should be comfortable learning new technology and working in several systems during the day.
Communication requirements
This is a client-facing position.
Candidates must have:
Excellent spoken English.
Excellent written English.
Professional telephone communication.
Strong listening skills.
Ability to communicate clearly without using unnecessary legal terminology.
Ability to explain simple processes in language clients can easily understand.
Spanish fluency is a plus but is not required.
Work schedule
This position requires consistent availability during U.S. Eastern Time business hours.
Because clients and attorneys depend on this role for timely communication, attendance, responsiveness, and availability during scheduled working hours are important.
How to apply
Please submit:
Your current resume.
A short description of your experience working with clients.
Any U.S. law firm experience you have.
The U.S. states in which you have supported law firms.
Whether you have worked for a Georgia law firm.
Your experience with MyCase, Clio, or other legal case-management software.
Your experience communicating with clients about invoices or outstanding balances.
Your experience handling upset or emotional clients.
Your availability to work U.S. Eastern Time business hours.
Your expected monthly compensation.
A short voice recording introducing yourself and explaining why you would be a good fit for this role.
Please also answer the following question:
A client calls upset because they sent a message yesterday and have not received a response. The attorney is currently unavailable. What would you do?
We are looking for someone who can become a dependable point of contact for our clients while supporting the legal team behind the scenes.
If you have strong law firm experience, excellent communication skills, good judgment, and a history of taking ownership of client concerns, we would like to hear from you.