Customer Relationship Management Specialist

About Us At Yellow Law Group, we are transforming legal services through technology, operational excellence, and client-focused solutions. Our CRM systems play a critical role in managing client communication, streamlining workflows, and improving operational efficiency. We are looking for a detail-oriented CRM Specialist who can optimize our customer relationship management processes, support cross-functional teams, and ensure seamless communication throughout the client journey. What You'll Do Manage and optimize CRM workflows using HubSpot and other internal systems. Maintain accurate client records, pipelines, and communication history. Monitor and improve lead management processes from initial inquiry through case onboarding. Configure and maintain automation workflows, sequences, forms, email campaigns, and pipelines within HubSpot. Manage and optimize communication workflows using Dialpad and CloudTalk . Monitor inbound and outbound calls, SMS, voicemail, and communication performance. Configure call routing, user permissions, call queues, and integrations. Create dashboards, reports, and performance metrics for management. Work closely with HR, Sales, Intake, Marketing, and Legal Operations teams to improve internal workflows. Identify process bottlenecks and recommend automation opportunities. Ensure CRM data accuracy, consistency, and compliance across all departments. Support system integrations between CRM, telephony platforms, and internal tools. Assist with user onboarding, training, and documentation for CRM and communication systems. Troubleshoot CRM and telephony-related issues while coordinating with vendors when necessary. What We're Looking For Experience working with CRM platforms, preferably HubSpot . Hands-on experience with Dialpad , CloudTalk , or similar cloud-based telephony platforms. Strong understanding of CRM workflows, sales pipelines, and customer lifecycle management. Experience configuring CRM automations and communication workflows. Experience creating dashboards and performance reports. Strong analytical, organizational, and problem-solving skills. Excellent attention to detail. Experience with Microsoft Office 365, Outlook, Excel, and Teams. Ability to manage multiple priorities in a fast-paced environment. Excellent written and verbal English communication skills. Nice to Have HubSpot CRM Certifications. Experience integrating HubSpot with Dialpad, CloudTalk, or similar communication platforms. Experience with workflow automation tools such as Make, Zapier, or n8n . Knowledge of API integrations and CRM data synchronization. Experience with reporting and KPI dashboards. Experience working in legal services or other service-based industries. Familiarity with customer support operations and call center technologies.