Customer Service Manager

Responsibilities

• Talking with prospective clients, educating them about our process, and setting appointments for our “Estate Planning Sessions.”
• Guiding clients from the moment they hire us through to a completed, signed, delivered estate plan.
• Mastery of our systems and technology — and owning the client experience end to end.
• Supporting our community presence: speaking engagements, expos, local events, and outreach.
• Helping implement and improve the systems that make our firm run smoothly.

Qualifications

• Client-facing professional services experience: 2+ years in a client-heavy role (financial services, real estate closings, insurance, legal intake, or similar) with a track record of guiding people through important decisions.
• Warm, confident communicator: Strong phone and in-person communication skills; able to educate prospects on process, set appointments, and make people feel cared for and understood.
• Exceptionally organized and detail-driven: Proven ability to manage multiple clients/cases at once, maintain accurate records, and follow checklists without dropping the ball.
• Tech-savvy and fast learner: Comfortable learning new platforms quickly and juggling multiple systems daily (CRM, scheduling, intake forms, document tools, email/text workflows).
• Self-motivated problem solver: Works independently, takes ownership, and makes smart judgment calls without needing constant direction; thrives in a growing firm where systems are improving.
• Calm under pressure, high integrity: Can think on your feet, handle sensitive situations with discretion, and maintain professionalism and confidentiality at all times.
• Hands-on “no task too small” attitude: Willing to do what it takes—supporting events and outreach, helping with office operations, and stepping in wherever needed to deliver an excellent client experience.

About Collins Law Firm, LLC

Collins Law Firm, LLC is an expanding estate planning and business law firm, and we want you to grow with us! Our goal is to help people understand how the right estate and business plan can create a better life for themselves and their loved ones. We all work hard to earn some money that will give us and our loved ones experiences that make life memorable: being able to work at things we enjoy; making memories on vacation with family; doing activities that make us happy; giving our children opportunities in a world that is becoming more and more competitive. We believe that estate and business planning is a way to capture what people have traded a significant part of their lives for and preserve that work for themselves and their families. Importantly, we work with clients to help them build these plans for times long after they are gone.