Client service representative Jobs in Raleigh, NC

Client Service Manager – Family Law Firm

Help People Feel Confident About Their Next Step

When someone contacts a family law firm, they are rarely having an ordinary day.

They may be facing divorce, a custody concern, financial uncertainty, or a major change within their family. They have questions. They may feel overwhelmed. And before they ever meet the attorney who will represent them, they need someone who will listen.

We are seeking a Client Service Manager who can be that person.

This is a non-legal professional role for someone who combines compassion and empathy with initiative, organization, persistence, and a strong drive for results.

You will meet with prospective clients, listen to what brought them to the firm, help them understand what to expect when working with the team, answer questions about the firm's process, and guide them through the steps necessary to retain the firm.

Your goal isn't to pressure someone into making a decision.

It's to create an experience that gives them the clarity and confidence to make the right decision for themselves.

What You'll Do

As the Client Service Manager, you will often be one of the first meaningful connections a prospective client has with the firm.

You will:

• Meet with prospective clients to understand their circumstances, concerns, and priorities

• Practice active listening and ask thoughtful questions to better understand what the prospective client needs

• Clearly explain the firm's client experience, engagement process, next steps, and what they can expect from the team

• Help prospective clients understand the value of working with the firm without providing legal advice

• Provide reassurance and confidence during what may be an emotional or uncertain time

• Consistently follow up with prospective clients who have not yet made a decision

• Guide clients through the engagement and retention process

• Maintain detailed and accurate records of consultations, conversations, follow-up activities, and outcomes

• Manage a pipeline of prospective clients and ensure opportunities do not fall through the cracks

• Track consultation, follow-up, engagement, and retention metrics

• Meet established goals for client conversions and retained matters

• Collaborate with attorneys and team members to create a smooth transition from prospective client to active client

• Identify opportunities to continually improve the prospective client experience

You May Be a Great Fit If...

You are someone who naturally makes people feel heard.

You can sit across from someone experiencing one of the most difficult seasons of their life, listen carefully, and communicate with both compassion and confidence.

At the same time, you are results-driven.

You don't need someone reminding you to make the follow-up call. You keep track of conversations, commitments, and next steps because you understand that consistent follow-through matters.

You are comfortable having conversations about fees and asking someone whether they are ready to move forward. You can do this confidently without making the interaction feel transactional or pressured.

You understand the difference between being compassionate and being passive.

What We're Looking For

The ideal candidate will bring:

• Experience in client services, consultative sales, intake, account management, customer success, relationship management, or another client-facing role

• A demonstrated ability to build trust and rapport quickly

• Strong active-listening skills

• Genuine compassion and empathy

• A results-oriented mindset with the ability to work toward measurable goals

• Exceptional follow-up habits and attention to detail

• Strong verbal and written communication skills

• Confidence discussing services, fees, and next steps with prospective clients

• The ability to manage multiple prospective clients and priorities simultaneously

• Self-motivation and the ability to take ownership without constant direction

• Comfort using a CRM, case management system, or similar technology to track activity and outcomes

• Professionalism and discretion when handling highly personal and confidential information

• The ability to remain calm and reassuring when speaking with people experiencing emotional or stressful situations

Family law experience is helpful, but this is not a legal position. The ability to connect with people, earn trust, consistently follow through, and produce results is more important than knowing legal terminology.

Success in This Role

Success isn't measured only by how many conversations you have.

It is measured by what happens because of those conversations.

You will be expected to take ownership of your prospective client pipeline, maintain consistent follow-up, meet established retention goals, and continually look for ways to improve the client experience.

At the same time, how you achieve those results matters.

Every prospective client should leave a conversation feeling respected, heard, and better informed—even if they ultimately decide not to retain the firm.

Why This Role Matters

An attorney may ultimately represent the client, but the client's relationship with the firm begins much earlier.

It begins with trust.

The Client Service Manager plays an important role in creating that trust and helping prospective clients move from uncertainty to a clear next step.

If you are energized by meeting people, motivated by measurable results, relentless about follow-up, and believe that compassion and accountability can exist in the same conversation, we would like to meet you.

Your ability to listen may be what starts the relationship.
Your ability to follow through may be what earns their trust.

Apply today to start the conversation.