Front Office Client Services Representative

3 days ago


Rochester, New York, United States The Colwell Law Group Full time

The Colwell Law Group is seeking a highly skilled and compassionate Front Office Client Services Representative to join our team. As a key member of our client intake process, you will play a critical role in ensuring prospective clients receive exceptional service and guidance throughout their initial consultation.

About the Role

This full-time position offers a competitive hourly wage of $21.08-$24.29. As a Front Office Client Services Representative, your primary responsibilities will include:

Key Responsibilities
  • Client Intake & Qualification:
    • Respond promptly and professionally to inbound inquiries via phone, email, and web forms.
    • Collect essential client information and accurately enter it into our CRM system.
    • Pre-screen potential clients to determine if their legal needs align with our firm's practice areas and jurisdictions.
    • Explain our services, pricing, and processes to prospective clients.
  • Sales & Lead Conversion:
    • Use consultative sales techniques to convert qualified leads into scheduled consultations.
    • Proactively follow up with leads to ensure a high conversion rate.
    • Track and manage leads through each stage of the sales funnel.
  • Appointment Scheduling:
    • Schedule consultations based on client needs and CRM availability.
    • Coordinate follow-ups and ensure potential clients receive necessary communication.
  • Customer Service:
    • Provide exceptional customer service by addressing any concerns and answering client questions.
  • Administrative Duties:
    • Maintain accurate and up-to-date records of all client interactions in our database.
    • Generate daily, weekly, and monthly reports on lead activity, show, and conversion rates.
Requirements

To succeed in this role, you will need:

  • Proven experience in a sales, customer service, or client intake role, preferably within a legal setting.
  • Strong communication and interpersonal skills.
  • Familiarity with legal services terminology or prior experience working in a law firm is a plus.
  • Ability to multitask, prioritize, and manage time efficiently.
  • Proficient in CRM software, case management systems, and Microsoft Office Suite.
  • Strong attention to detail and organizational skills.
  • Ability to handle sensitive and confidential information with discretion.
Benefits

We offer a comprehensive benefits package, including:

  • 401(k) retirement plan with a 4% matching contribution.
  • Medical coverage with a national network and the firm pays for 75% of the employee cost.
  • Company-paid $50,000 life insurance policy.
  • Dental, vision/Rx, pet, Aflac, and life insurance policy options.
  • Paid time off: 10 days of vacation, 7 days of personal, and 8 paid holidays.
  • Collaborative management philosophy.
  • Professional, respectful, and diverse work culture.

As a Front Office Client Services Representative at The Colwell Law Group, you will have the opportunity to make a meaningful impact on the lives of our clients while growing your career in a dynamic and supportive environment.



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