Remote Legal Expert - AI Trainer
SuperAnnotate, Virginia Beach, VA, United States
Company Overview
Melone Hatley, P.C. is a fast‑growing family and estate planning law firm with offices across Virginia, Florida, South Carolina, and Texas. Named one of the 500 fastest‑growing law firms in the United States and recognized by Super Lawyers, we build our reputation on delivering compassionate, high‑quality legal services and creating a workplace where talent thrives.
Our mission is simple: to be the premier law firm for individuals looking to protect what matters most – their families, their finances, and their future. We achieve this by fostering a culture rooted in transparency, integrity, and open communication. Every team member plays a vital role in delivering personalized, results‑driven support to our clients, and we’re proud to be known as one of the top employers in the region.
Join us and become part of a team that is redefining family and estate law with purpose, passion, and people at the center of everything we do.
Position Overview The Client Concierge will establish itself as a professional and trusted advisor to both the client and the firm, with strong domain knowledge and a focus on providing superior client service. The concierge will be responsible for ensuring client satisfaction, maintaining expert knowledge of the industry, products, and services, and delivering insightful information to enhance the client experience. The role includes implementing a prescribed contact and satisfaction measurement strategy with new and existing clients via phone and email, coordinating with operations, professional, and legal teams to advocate for client needs, and performing outreach and satisfaction measurement for existing clients.
Key Responsibilities
Proactive Engagement & Relationship Management
The Guide: Act as the initial point of contact post‑retention; deliver welcome packets and ensure clients understand who is who and how our firm processes work.
Health Checks: Conduct regular, scheduled check‑ins and facilitate client surveys to ensure satisfaction.
Reputation Management: Proactively request reviews (e.g., Google Reviews) from satisfied clients to support the firm’s growth and online presence.
Information Pipeline: Document client concerns during routine calls and route standard billing or legal questions to the appropriate department while remaining the client’s primary guide.
Resource Distribution: Provide helpful firm resources (e.g., weekly content updates) and offer trusted third‑party resources from our internal referral list.
High‑Level Resolution (Escalations)
The Bridge: Act as the liaison between the client and the Office Managing Attorney for high‑level escalations, including critical threats such as bar complaints or requests for attorney reassignment.
Hand‑off: Once the escalation is documented and the OMA is notified, the OMA will lead resolution and follow‑up to ensure client concerns are addressed.
Strategic Growth (Estate Planning Integration)
Driving LTV: Increase Lifetime Value by identifying opportunities to transition family law clients into trusts & estates clients.
Outreach: Proactively reach out to current clients to offer a free estate planning consultation with our estate attorneys.
Qualifications and Skills
Bachelor’s degree in Business, Marketing, Communications, or related field, preferred.
Experience in legal intake, sales, client acquisition, or business development.
Proven ability to meet or exceed lead conversion and sales targets.
Proficiency with CRM systems, case management platforms, and analytics tools.
Knowledge of legal advertising rules and ethical constraints.
Professional, empathetic demeanor and the ability to recover quickly from difficult calls.
High capacity for managing a heavy volume of tasks, emails, and calls without losing attention to detail.
Proficiency in case management or CRM software (e.g., Clio, HubSpot).
Proficiency in Outlook, Microsoft Teams, and other required office programs including multi‑line phone systems.
Proficiency in gathering and analyzing data for tracking and reporting purposes.
Benefits
100% employer‑paid medical benefits for employees and dependents.
Dental, vision, and life insurance.
401(k) matching.
Paid time off and holiday pay.
Work Environment
Full‑time position (8‑hour shift).
On‑site position in our Virginia Beach office.
Melone Hatley, PC is an equal opportunity employer.
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Our mission is simple: to be the premier law firm for individuals looking to protect what matters most – their families, their finances, and their future. We achieve this by fostering a culture rooted in transparency, integrity, and open communication. Every team member plays a vital role in delivering personalized, results‑driven support to our clients, and we’re proud to be known as one of the top employers in the region.
Join us and become part of a team that is redefining family and estate law with purpose, passion, and people at the center of everything we do.
Position Overview The Client Concierge will establish itself as a professional and trusted advisor to both the client and the firm, with strong domain knowledge and a focus on providing superior client service. The concierge will be responsible for ensuring client satisfaction, maintaining expert knowledge of the industry, products, and services, and delivering insightful information to enhance the client experience. The role includes implementing a prescribed contact and satisfaction measurement strategy with new and existing clients via phone and email, coordinating with operations, professional, and legal teams to advocate for client needs, and performing outreach and satisfaction measurement for existing clients.
Key Responsibilities
Proactive Engagement & Relationship Management
The Guide: Act as the initial point of contact post‑retention; deliver welcome packets and ensure clients understand who is who and how our firm processes work.
Health Checks: Conduct regular, scheduled check‑ins and facilitate client surveys to ensure satisfaction.
Reputation Management: Proactively request reviews (e.g., Google Reviews) from satisfied clients to support the firm’s growth and online presence.
Information Pipeline: Document client concerns during routine calls and route standard billing or legal questions to the appropriate department while remaining the client’s primary guide.
Resource Distribution: Provide helpful firm resources (e.g., weekly content updates) and offer trusted third‑party resources from our internal referral list.
High‑Level Resolution (Escalations)
The Bridge: Act as the liaison between the client and the Office Managing Attorney for high‑level escalations, including critical threats such as bar complaints or requests for attorney reassignment.
Hand‑off: Once the escalation is documented and the OMA is notified, the OMA will lead resolution and follow‑up to ensure client concerns are addressed.
Strategic Growth (Estate Planning Integration)
Driving LTV: Increase Lifetime Value by identifying opportunities to transition family law clients into trusts & estates clients.
Outreach: Proactively reach out to current clients to offer a free estate planning consultation with our estate attorneys.
Qualifications and Skills
Bachelor’s degree in Business, Marketing, Communications, or related field, preferred.
Experience in legal intake, sales, client acquisition, or business development.
Proven ability to meet or exceed lead conversion and sales targets.
Proficiency with CRM systems, case management platforms, and analytics tools.
Knowledge of legal advertising rules and ethical constraints.
Professional, empathetic demeanor and the ability to recover quickly from difficult calls.
High capacity for managing a heavy volume of tasks, emails, and calls without losing attention to detail.
Proficiency in case management or CRM software (e.g., Clio, HubSpot).
Proficiency in Outlook, Microsoft Teams, and other required office programs including multi‑line phone systems.
Proficiency in gathering and analyzing data for tracking and reporting purposes.
Benefits
100% employer‑paid medical benefits for employees and dependents.
Dental, vision, and life insurance.
401(k) matching.
Paid time off and holiday pay.
Work Environment
Full‑time position (8‑hour shift).
On‑site position in our Virginia Beach office.
Melone Hatley, PC is an equal opportunity employer.
#J-18808-Ljbffr