[Hiring] Client Hospitality Coordinator @Dellino Family Law Group

Role Description

You like being the calm, steady presence in someone else's storm. You'd rather build a real relationship with a client than just close out a ticket. You notice when someone's going quiet or getting anxious before they say a word about it, and you would rather check in than wait for them to reach out first.

This is a hands-on client experience and hospitality role. You will be the primary steward of the client experience from the moment someone first contacts our office, through the life of their case, and after they leave:

• Catching problems early
• Reinforcing clarity
• Keeping both clients and teammates feeling supported

This is not a legal role and does not involve giving legal advice; you'll redirect legal questions to attorneys and support the plans they put in place, with real input along the way.

We're looking for someone empathetic, highly organized, and calm under pressure: someone with a genuine sense of urgency who catches the early warning signs of a client in distress, and who treats a hard conversation as something to handle with care, not something to avoid.

Family law clients are often navigating one of the most stressful periods of their lives, and you'll be the steady presence who helps them feel supported and informed while our attorneys focus on their cases. Show us you can build trust and hold the line on hospitality, and there's real room to grow into more.

DFLG is one of the premier family law firms in Washington. We are a tech-forward, operationally sharp team, and we invest in people who show up reliable, warm, and ready to learn.

Qualifications

• Strong interpersonal and written/verbal communication skills
• High emotional intelligence and professionalism
• Comfortable having sensitive, emotionally charged conversations
• Confident setting boundaries when a question needs to go to an attorney
• A real sense of urgency: you follow through and finish without needing to be chased
• Sharp problem-solving instincts: you look for the fix, not just the fault
• Excellent organization and follow-through, with the ability to manage multiple cases and priorities at once
• Trustworthy with confidential information
• Experience in client service, intake, customer success, or relationship management preferred
• A background in a law firm, healthcare, or other high-stakes service environment is a plus
• Familiarity with Clio, Lawmatics, or similar CRM and practice management tools is a plus
• Comfortable working within structured processes, checklists, and SOPs

Requirements

• Serve as a consistent, non-legal point of contact for clients throughout their case
• Proactively check in at key milestones to reduce uncertainty and anxiety
• Watch for early signs of dissatisfaction, confusion, or emotional escalation
• Document and escalate concerns to attorneys, billing, or leadership
• Follow up to confirm concerns are resolved
• Log all client interactions in the CRM and practice management system
• Track client satisfaction indicators and trends over time
• Maintain clear boundaries by redirecting legal questions to attorneys
• Support a consistent client experience across attorneys and matters
• Conduct case closure check-ins, collect feedback and satisfaction scores
• Coordinate reviews and referral requests when appropriate
• Own the internal firm newsletter
• Coordinate webinars and Meetup logistics
• Help develop client-facing educational materials, handouts, and flyers
• Flag issues or opportunities you notice and bring them to leadership proactively