Albert and Mackenzie

Client Services Representative

• Serve as a day-to-day point of contact for clients and supporting ongoing communication and service needs
• Coordinate logistics for client meetings, litigation reviews, and educational trainings/webinars
• Track and manage action items, and follow-ups to ensure timely completion
• Support implementation and adherence to client service instructions and reporting requirements
• Act as a problem solver for any client service disruptions
• Focuses on building a relationship at every “touch-point”
• Act as a central point of contact for attorneys for client-related service needs and internal requests
• Coordinate with internal departments (billing, calendaring, HR, IT, operations) to resolve issues impacting service delivery
• Assist attorneys with administrative or operational needs tied to client expectations (reporting, presentations, data requests)
• Support execution of client-specific initiatives, including presentations, training, settlement days and process rollouts
• Assist in developing and maintaining client-facing materials such as reports, presentations, and status summaries
• Monitor progress of ongoing projects and ensure alignment with timelines and expectations
• Identify service gaps, communication breakdowns, or operational inefficiencies – act as a problem solver - escalate as needed
• Proactively follow up on outstanding items to ensure resolution and client satisfaction
• Maintain visibility into client activity to support consistency in service delivery across attorneys and offices

Client Services Manager