Client Services Concierge

The Law Offices of Joumana Kayrouz is a plaintiff personal injury law firm in Southfield, Michigan, offering high-touch service to clients going through stressful times.

About the role

We are looking for a Client Services Concierge to be the welcoming face and voice of the firm. This role is ideal for someone who is organized, calm under pressure, and naturally good with people. You will work closely with the owner as her right-hand client relationship manager, helping triage client matters, de-escalate difficult situations, and ensure clients feel informed and supported at every step.

Responsibilities

• Greet clients and visitors and make sure they feel welcome and comfortable
• Answer and route incoming calls promptly and professionally
• Handle new client inquiries with care, gather the right information, and connect callers to the appropriate team member
• Keep clients informed with status updates, appointment reminders, and follow-up calls
• Schedule appointments, calls, and meetings for attorneys and staff
• Maintain accurate client contact details and case notes in the firm's systems
• Coordinate with attorneys, paralegals, and case managers so client questions are answered quickly
• Manage front-desk operations, mail, deliveries, and overall office presentation
• Assist with intake paperwork and ensure new clients understand their next steps
• Handle sensitive client situations with discretion, patience, and compassion — including de-escalating upset or anxious clients

Requirements

• High-level customer service experience — backgrounds in luxury hospitality (e.g., Ritz-Carlton or Four Seasons-caliber service), executive-level guest relations, or comparable high-touch client environments are strongly preferred
• Warm, polished phone and in-person manner
• Strong organization and the ability to juggle calls, scheduling, and follow-ups without dropping details
• Clear written and verbal communication
• Comfort working in a fast-paced, high-standards environment
• Reliable, punctual, and discreet with confidential information
• Bilingual ability in Arabic or Spanish is a plus given the firm's client base
• Basic computer skills and a willingness to learn the firm's case management software
• Personal injury or law firm experience is a plus but not required — service excellence matters more than legal background

Benefits

• Base salary: $55,000 to $85,000, commensurate with experience
• Medical, dental, and vision coverage
• Paid time off and holidays
• Bonus eligibility and retirement options