Client Communications Specialist

The Garrett Law Office, PLLC specializes in criminal defense law and personal injury law. Our identity is built around one principle: we shine a light on injustice with empathy and compassion. We are a growing firm with a high-volume court practice, an established client base, and a culture of excellence. We move fast, we care deeply, and we build systems that let us do both at the same time. Our team is dedicated to achieving the best outcomes through strategic and effective solutions. Role Description This is a remote contract role for a Client Communications Specialist. What You Will Do • Answer and return all inbound calls, texts, and emails with professionalism and warmth — promptly, every time. • Conduct structured client intake calls: gather key case information, identify the right practice area, and guide callers toward booking a consultation. • Assist with calendar management— schedule consultations, avoid conflicts with court appearances, send confirmations and reminders. • Follow up consistently with leads who did not book on first contact — this is a conversion role, not a message-taking role. • Log every communication in MyCase (our case management platform) the same day, without exception. • Send non-legal status updates, payment links, and client check-ins as directed. • Escalate urgent matters to the attorney immediately. Qualifications REQUIRED • Prior experience in a client-facing, intake, or sales-adjacent role. • Excellent phone presence — warm, clear, and confident. • Strong written communication skills. • Detail-oriented with consistent follow-through. • Comfortable in a fast-paced, high-volume environment. • Discreet with sensitive client information. • Reliable internet connection and quiet workspace. PREFERRED • Prior experience in a law firm or legal setting. • Familiarity with MyCase or similar practice management software. • Experience handling emotional or high-stakes client conversations. • Bilingual (English/Spanish) — a plus, not a requirement. • Background in customer service, healthcare intake, or social services.