Customer Service Representative

Customer Service Representative – Job Description

The Cimino Law Firm | Rochester, NY

About The Cimino Law Firm

At The Cimino Law Firm, we are committed to providing diligent, trusted, and personalized legal representation to residents of Rochester, Pittsford, and Webster, New York.

With over 25 years of experience, Michelle Cimino has established a reputation for integrity, compassion, commitment, and results. Our firm assists clients with a wide range of family law and employment law matters, including divorce, workplace sexual harassment, and other legal concerns.

We believe every case is unique and tailor our approach to each client’s individual needs and goals. We proudly serve clients throughout Rochester and the surrounding counties, including Monroe, Orleans, Livingston, Ontario, Wayne, Genesee, and Wyoming.

Position Overview

The Cimino Law Firm is seeking a professional, organized, and customer-focused Customer Service Representative to support our clients and assist with daily administrative operations.

The successful candidate will serve as a primary point of contact for client inquiries, provide accurate information about the firm’s services, help schedule consultations, and ensure clients receive courteous, timely, and professional assistance.

This role requires excellent communication skills, attention to detail, discretion, and a commitment to delivering a positive client experience.

Duties and Responsibilities

• Respond to client inquiries through phone calls, emails, and other approved communication channels.
• Provide professional, courteous, and timely customer service to existing and prospective clients.
• Answer general questions about the firm’s family law and employment law services.
• Assist with scheduling consultations, appointments, and follow-up communications.
• Direct clients to the appropriate department or legal professional when necessary.
• Maintain accurate records of client inquiries, communications, and appointment details.
• Assist clients in locating relevant firm resources, including free family law and employment law guides.
• Handle client concerns and complaints professionally, escalating complex matters when appropriate.
• Provide administrative support, including data entry, document organization, and maintaining electronic records.
• Follow company procedures and protect confidential client information.
• Communicate professionally with attorneys, staff members, and clients.
• Follow up on outstanding inquiries to help ensure clients receive appropriate assistance.
• Support the firm’s commitment to personalized service and client satisfaction.

Qualifications and Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Good organizational and time-management skills.
• Basic computer skills, including email, data entry, and office software.
• Ability to handle multiple tasks while maintaining accuracy.
• Professionalism, patience, empathy, and attention to detail.
• Ability to maintain confidentiality and exercise discretion.
• Ability to work independently and collaboratively.
• Previous customer service or administrative experience is an advantage.

Work Environment

The Customer Service Representative will assist with client communications and administrative tasks in support of the firm’s daily operations. The role requires professionalism, discretion, and a client-centered approach when handling inquiries involving sensitive legal matters.

Our Commitment

At The Cimino Law Firm, we understand that seeking legal assistance can be a challenging experience. We are committed to treating every client with respect, compassion, and personalized attention.

Our Customer Service Representative will play an important role in helping clients feel heard, supported, and connected with the appropriate legal resources.