Job Description

Are you driven by the opportunity to be the heart of a dynamic legal team, guiding clients through their initial contact journey with empathy and understanding?

Can you manage multiple priorities with ease and precision while ensuring no client call or concern goes unheard?

Are you passionate about transforming client interactions into seamless and supportive experiences in a remote setting?

Does the challenge of being a first responder in a legal crisis situation, where calmness and communication are key, excite you?

Final question: When faced with a challenge, do you get excited or run away?

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The Law Offices of John Phebus, PLLC, has been serving the Arizona community with distinction for over 30 years. Our firm is dedicated to personal injury and criminal defense, focusing on high-affinity client relationships and quality representation. We pride ourselves on our ability to stay small but effective, investing deeply in each case to deliver exceptional outcomes.

Founded by John Phebus, a respected figure in both personal injury and criminal defense, our firm strives for excellence in legal advocacy. We have a reputation for robust trial experience and a commitment to personal service, ensuring that every case is handled with meticulous care and attention to detail. This focus on client-centric representation has earned us numerous accolades and a track record of success in the courtroom and beyond.

The Client Services Specialist at The Law Offices of John Phebus is a pivotal role designed to enhance our client intake process and support operational efficiency. As the first point of contact for our firm, you will play an essential role in managing client interactions with empathy, ensuring callers receive the assistance and guidance they need immediately. This role supports our mission to provide personalized, high-quality legal services by improving responsiveness and preventing potential missed business opportunities. Your work will have a tangible impact on client satisfaction and the smooth operation of our intake processes.

What you’ll do:

• Phone Management: Serve as the first point of contact by managing inbound calls, ensuring each interaction is handled professionally, efficiently, and compassionately.
• Call Routing & Operational Support: Route calls intelligently to the appropriate departments while minimizing rollover calls to external reception services and improving internal responsiveness.
• Intake Support: Assist with intake overflow during busy periods, capture potential leads, and support intake operations during absences or peak demand.
• Client Triage & Resource Guidance: Assess client needs, provide referrals or resources when inquiries fall outside the firm’s scope, and ensure callers are guided appropriately rather than reaching dead-end interactions.
• Emotional Client Support: Provide calm, empathetic, and patient communication to clients who may be emotional, overwhelmed, or navigating difficult legal situations for the first time.
• Technology & Systems Utilization: Work within AI-driven and technology-supported workflows, leveraging tools and systems to improve communication, responsiveness, and operational efficiency.

What we’re looking for:

• Strong Communication Skills: Ability to communicate professionally, build trust quickly, and manage emotional conversations with confidence and compassion.
• High Emotional Intelligence: Demonstrated empathy, patience, active listening, and calmness under pressure are essential for success in this role.
• AI & Technology Mindset: Strong comfort with AI tools and technology-driven workflows is essential, as the firm operates with a highly systems-oriented and AI-forward culture.
• Problem Solving & Quick Thinking: Ability to think on your feet, assess situations quickly, solve problems effectively, and route callers intelligently without creating dead-end interactions.
• High-Volume Work Capacity: Ability to manage a high volume of inbound calls and shifting priorities while maintaining professionalism, responsiveness, and attention to detail throughout the day.
• Professional Services Background: Experience in law firms, medical offices, dental practices, physical therapy clinics, or other professional services environments is strongly preferred.
• Spanish Language Skills: Bilingual candidates are strongly preferred to expand accessibility and improve client communication.
• Growth Mindset: Desire for long-term professional development and interest in growing into a more advanced intake-focused role over time.

Why you should work here:

• Career Growth: This role is intentionally designed as a pathway into the intake department, with long-term growth opportunities and increasing responsibility over time.
• Meaningful Impact: Play a direct role in improving client experiences, reducing missed opportunities, and supporting the firm’s operational success.
• Collaborative Culture: Join a respectful, collegial, and growth-oriented team that values communication, accountability, and continuous improvement.
• AI-Forward Environment: Work within a modern, technology-driven firm that embraces systems, efficiency, and innovation.
• Remote Flexibility: Enjoy the benefits of a fully remote work environment while remaining closely connected to a supportive team.

Additional perks:

• Competitive Compensation: Compensation based on experience, professionalism, and overall fit for the role.
• Work Schedule: Consistent full-time schedule operating from 8:00 AM – 5:00 PM Arizona time.

Join The Law Offices of John Phebus and play a crucial role in redefining first impressions and client experiences. We're seeking empathetic, proactive individuals ready to make a lasting impact. If this sounds like you, we invite you to apply and be part of our dynamic team dedicated to excellence and client advocacy.