Client Relations Sales Specialist

7 days ago

Orland Park, Illinois, United States Reidy Law Office LLC Full time


Our law office is growing fast, and we're searching for a full-time Client Experience Specialist to help us succeed You'll serve as the compassionate voice of our law firm, fielding inbound calls from prospective clients in their time of need, screening, and surveying for potential cases, and helping our lawyers manage their meetings.

Must have strong customer service skills and a passion for helping those in need.

You'll have an opportunity to help a thriving law firm succeed and make a tangible difference in our client's lives every day.

If this sounds like a job you'd love, apply now to join our TRIBE TRIBE represents our core values of Teamwork, Results, Integrity, Balance, and Excellence.

If these do not resonate with you, stop now; however, if this sounds like you, If the thought of coming to work every day and making a positive impact on our clients' lives excites you, start your application today

Responsibilities

The Client Experience Specialist will conduct initial consultations with prospective new clients ("PNC").

A PNC contacts our firm and is prescreened by an Intake Specialist who collects basic information before the Client Relations Specialist conducts the initial consultations.

The Client Relations Specialist is not required or expected to make cold calls.

The Client Relations Specialist will:

  • Collect in-depth information about the PNCs and the matters for which they are seeking the firm's help
  • Follow firm-prescribed guidelines on how to communicate with PNCs in the most effective manner
  • Assure the PNCs that the firm's attorneys and staff will be able to help them
  • Show compassion for their troubles
  • In accordance with the ethical rules governing lawyers and the practice of law in Illinois, the Client Relations Specialist will not provide legal advice or enter into a legal services agreement with a PNC. Rather, the Client Experience Specialist will prepare PNCs for hiring the firm with all legal services agreements approved and signed by a licensed Illinois attorney
  • The selected candidate must be able to keep detailed records about the number of PNCs who contact the firm, the number of PNCs who come in for initial consultations, and the number who ultimately engage the firm
  • The Client Experience Specialist will also be responsible for staying in contact with PNCs who do not hire the firm after their initial consultation to keep the door open for them to hire the firm when they are ready
  • PNCs who hire the firm will receive follow-up calls from the Client Experience Specialist, to check in on their satisfaction and progress with their legal matter. This is for quality assurance and to ensure that the Firm is taking all possible steps to receive a five-star review from people that we help
  • Evaluate prospective client inquiries and phone calls, analyzing their case fit and making sure they feel seen and heard
  • Organize paperwork and perform data entry in our case management system to streamline new client onboarding and current client files
  • Set appointments for potential clients that meet our criteria to keep our lawyers' schedules organized and grow our caseload
  • Conduct various tasks around the office such as managing spreadsheets, writing emails, faxing and copying, and transcribing notes to make sure all processes run smoothly
  • Work with marketing to collaborate on outbound sales tactics and partnerships with other law firms in order to help bring in new cases
  • Organize the CRM pipeline to ensure all leads are organized and ensure there is a plan to create engagement with them
  • Convert potential clients to new clients by reviewing and getting engagement agreements signed and processing payments to get them started

Qualifications

  • A strong ability to communicate eloquently and empathetically is a must
  • Familiarity with case management and CRM systems is a bonus
  • Resilient problem-solving skills
  • Proven experience in sales
  • Strong interpersonal communication skills
  • Strong attention to detail
  • Ability to multi-task and adhere to deadlines in a fast-paced environment
  • Great organizational skills
  • Excellent knowledge of basic office programs (Word, Excel)
  • High School Diploma or equivalent, BS in business, marketing, or relevant field is a plus

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