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Career Opportunity at Tracy Jong Law Firm – Client Concierge

Come grow your career with us!  Tracy Jong Law Firm is currently looking for a dynamic individual to fill the following position:

Client Concierge

(skilled in business development/sales and customer service)

We are a suburban boutique law firm with a strong entrepreneurial focus, seeking a confident, organized, self-motivated customer service professional to build our dream team and help us spread our message even further to entrepreneurs who could benefit from our services. Our practice focuses on inventions, branding and business matters for clients in the restaurant, bar, winery and microbrewery industries. We are in the business of finding solutions to the problems and challenges our clients encounter. Every day brings something new and we use our talents to creatively implement a practical and affordable legal strategy to get the job done.

Our firm is reinventing itself and raising the bar for outstanding service to our clientele. We are building a new team with a fresh, enthusiastic and positive outlook and perspective. We are looking for candidates to fill some important positions on our new dream team. We have very few seats on our team and we only want talent that can develop into a rock star performer at his or her job. We would like to identify talent that is dedicated to growing with us and helping us build the systems, procedures and foundation from the ground floor. We want to focus our efforts in the first year on developing our client portfolio with businesses that manufacture and sell alcoholic beverages and food products in New York State.

About You: You have a flare for marketing and customer service. You were born to help others. You know all of the customers and treat them like friends. With years of experience in customer service, you know how to handle difficult people and situations with finesse. You know how to close a deal when a customer can’t decide whether to move forward. You understand that clients judge us by how we treat them and make them feel and this is a key to our success. Each contact is an opportunity to make them glad they hired us. You take pride in delivering your best so every customer comes back again and again. Customers look forward to speaking and meeting with you, and believe you genuinely care about helping them. You understand that quality is not an accident, it is the result of carefully managed systems. When someone comes to you to get something done, they know it will not only be done on time, but done right.  As someone who always aims for excellence, you thoroughly enjoy managing processes that already exist, with a constant focus on improvement. You love systems and identifying discrepancies while developing a sequential procedure that is flawless and rock solid. You thrive on being in control of procedures and planning all steps from A to Z in an established system. You seek to understand all of the moving parts of a process and how they fit together from conception to implementation. You take complete ownership of the system and are responsible for the resulting outcomes. You are skilled at identifying glitches and then fixing them. You thrive on establishing plans, timelines and new ideas with a goal to complete the project at hand with excellence.

You’re completely comfortable with coordinating multiple tasks and managing deadlines. You communicate well with other team members and consider yourself a “go-to guy or gal” when it comes to their needs in regard to challenges or issues.  You’re self-motivated with clear goals, eager to take action, jump right in and do whatever it takes to see a project completed fully with all details covered and in order. Your sunny disposition and ability to collaborate well with others only enhances our team-spirit atmosphere.

If you’re looking for a long-term commitment with a company whose mission is to serve others and improve businesses, then we want to talk to you!

About the Position: We are looking for a rock star client concierge who has the proven ability and passion to:

  • Develop a customer centric program for client communications and meetings, continue to optimize and streamline our customer/client experience – help every client feel like they are getting VIP treatment
  • Liason between professionals and clients to streamline our processes for regularly communicating with clients about status of case, exchanging/signing documents, and maintaining positive relationships
  • Enhance our online presence and engage our clients and potential clients with email marketing and social media
  • Help the firm develop genuine relationships with clients and strategic partners from the front lines
  • Create technical systems and processes that support the day-to-day administrative operations of the business
  • Enhance customer retention and referrals through superior customer service, which in turn will allow us to provide better services and a stronger user experience for the clients we serve
  • Continue to focus on improvement and excellence, with the ability and desire to problem-solve, troubleshoot roadblocks and provide ongoing support when needed

Your Essential Skills and Characteristics:  Our core philosophy, when it comes to hiring new team members, is that skills can be taught, but attitude and integrity cannot. We only hire people that are 100% team players and love working in a collaborative environment with a fun and energetic team. Any sign of “entitlement” and “not my problem” just does not fly with us. If you possess the following essential skills and characteristics, chances are you’ll fit well into our organization:

  • Perpetual positive, helpful, “can-do” attitude and enthusiasm
  • Thrives on meeting new people and new experiences
  • Open and nonjudgmental of others
  • Enjoys problem solving and learning new things
  • Passion for food and wine/beer
  • Reliable and dependable
  • Energetic/eager/proactive
  • Strong organizational skills
  • High attention to detail with laser focus on the task at hand
  • Extremely flexible and does not easily get flustered with multi-tasking
  • Ability to take direction well and work independently
  • Ability to thrive in entrepreneurial environment
  • Loves a focus on constant improvement
  • Lives for systems, procedures and processes that support a common goal
  • Coordinates needs of others and takes full ownership to make it happen
  • Creates plans, timelines and sets up sequential systems to be modeled in the future
  • Passion for excellence
  • Strong communication skills (written and verbal, including grammar, punctuation, spelling)
  • Strong computer skills and ability to self-learn new programs and applications
  • Can work effortlessly with diverse (working style, attitude, culture) group of team members and clients

Activities and Responsibilities:

  • Be our brand ambassador
  • Implement a customer centric program for client communications and meetings, continue to optimize and streamline our customer/client experience – help every client feel like they are getting VIP treatment
  • Primary telephone contact person for clients – one source to get everything done for them
  • Set up meetings and take initial information from clients in a pre-consult interview
  • Visit clients from time to time to bring or pick up documents and collect signatures
  • Be keenly aware of professional’s workflow and assist as necessary to keep things running smoothly
  • Liason between professionals and clients for regularly communicating with clients about status of case, exchanging/signing documents, and maintaining positive relationships
  • Continue to improve new client packet
  • Perform client satisfaction surveys and report results periodically
  • Track lead conversions and report periodically
  • Implement any program for company promotional items, holiday/birthday/sympathy cards
  • Coordinate company social events, seminars and speaking engagements
  • Enter information into firm CRM systems and record communications in case management systems
  • Enhance our online presence and engage our clients and potential clients with email marketing and social media, maintain and improve our online presence, including updates to our WordPress blog/website and newsletter
  • Ensures all client work is delivered  on time and without error by firm staff
  • Maintain and update online system and customer database using Infusionsoft
  • Execute email marketing campaigns and program promotion  launches using Infusionsoft
  • Support all web marketing and e-commerce activities
  • Provide technical support and troubleshooting for all areas of marketing, customer service and day-to-day operations

Essential Requirements/Technical Skills/Experience:

  • You have real world experience in a law environment
  • Working knowledge of liquor laws a plus
  • Experience with the restaurant and bar industry a plus
  • Experience with TTB a plus
  • You can enthusiastically and effectively promote your employer and colleagues to others
  • You can close a deal when potential clients are not sure wehther to hire the firm
  • You can exude pride in working on a first class legal team
  • You can make clients feel like they are getting the highest level of service and that we genuinely care about their business
  • You can clearly provide instructions
  • You can identify a client’s issue quickly so we can address it
  • The About You section could have been written as your biography; anyone you ask about you would describe you in a similar way with a positive, can-do, “how can I help you?” attitude
  • Willing and able to work in a small office environment where incoming tasks can be rather unpredictable and respond to the changes in an efficient and friendly manner
  • Familiar with office computing software, CRM software, and case management software and the ability to pick up new software applications with ease
  • Advanced use of Adobe Acrobat writer, Outlook, Word, WordPress, Excel, Publisher, PowerPoint, and other common desktop programs
  • Working Knowledge of LexisNexis or InfusionSoft a plus
  • Your communication skills must be “star quality,”  conversationally and in writing

What You Can Expect:

  • A fast paced but laid back work environment (you will never be bored!)
  • Diverse work experience to broaden your professional skills
  • A small organization where you are a critical team member and recognized for your contribution
  • Opportunity for professional development training (seminars, webinars, etc.)
  • Health insurance
  • Performance based compensation incentives (work hard and get paid more for your productivity)
  • Your own office
  • Directly working with clients and professional staff

If you do not like hard work and lack a sense of humor, our firm is not for you. Our firm processes and products involve heavy computer use in a wide variety of desktop and advanced applications and it is imperative that all staff be comfortable in this environment. If you know you can make a positive impression and can be trusted to contribute to the firm’s growth, we want to hear from you. Compensation for this position is on a pay for performance basis.

Equal opportunity employer.  Since communication skills are so important to this position, candidates should expect that a sample writing assignment and phone skills will be tested during the interview process.  Candidates may be subject to criminal background checks and drug screenings.