Client Engagement Specialist
The Rutkowski Law Firm•Rochester Hills, MI, US
Posted ago
Description

Are you the kind of person who lights up on the phone, thrives on helping people, and loves the thrill of turning interest into action? Rutkowski Law Firm is looking for a Client Engagement Specialist to be the warm, confident first voice our potential clients hear. In this role, you’ll guide families through their first interaction with us — booking meaningful appointments that lead to peace of mind and lasting legal protection. If you're energetic, organized, and passionate about people, we want to hear from you.

Responsibilities
  • Respond promptly and warmly to all new client inquiries — by phone, web, or referral — within 1 hour during business hours
  • Qualify potential clients using clear, empathetic conversation flows and firm-provided intake criteria
  • Confidently schedule 20+ appointments per week with qualified leads for our legal team
  • Re-engage unbooked leads through follow-up calls, emails, and texts, with a goal of scheduling at least 2 additional appointments per week from reactivations
  • Document all client interactions accurately and consistently in our CRM
  • Collaborate with the sales and legal teams to ensure a smooth, professional client experience from first contact to first meeting
  • Track and report lead engagement metrics and identify trends or gaps that impact the booking rate
  • Contribute to a team culture grounded in empathy, responsiveness, accountability, and continuous improvement
Qualifications

Required:

  • 1–3 years of experience in client service, inside sales, appointment setting, or a similar front-line role
  • Exceptional verbal communication skills — confident, clear, and empathetic on the phone
  • Strong organizational skills with the ability to manage multiple conversations and follow-ups simultaneously
  • Comfortable using CRM systems, phone platforms, and online scheduling tools
  • Proven ability to meet and exceed individual performance goals (e.g., booking targets, response time SLAs)
  • Reliable, self-motivated, and eager to contribute to a fast-moving team
  • High emotional intelligence and the ability to handle sensitive client situations with warmth and professionalism
  • Coachable with a growth mindset — open to feedback, training, and continuous improvement


Preferred:

  • Experience working in a law firm, medical office, or other professional service business
  • Familiarity with estate planning, elder law, or working with senior clients and their families
  • Prior training in sales, intake, or consultative communication frameworks
  • Experience in a high-volume call or lead-response environment
  • Michigan-based (or Eastern/Central time zone), even if working remotely
Compensation
$45,000 - $75,000 yearly
About The Rutkowski Law Firm

At Rutkowski Law Firm, we’re on a mission to help Michigan families protect what matters most. As a premier estate planning and elder law firm, we believe in delivering more than just legal documents — we deliver peace of mind through proactive planning, compassionate service, and a process that actually feels human.

We run our business on EOS (Entrepreneurial Operating System), which means we operate with clarity, accountability, and a focus on measurable results. Our culture is collaborative, fast-paced, and growth-minded — built on core values like Teamwork Makes the Dream Work, Owner Mentality, and Don’t Act Like an Attorney. We’re a close-knit team that takes our work seriously, but not ourselves — and we show up every day to create a “Disney-level” experience for our clients and each other.

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