Description
The Client Care Coordinator (CCC) is a non-attorney who builds relationships with potential new clients (PNC) and former clients. The CCC will take the PNC and former client through the intake and sales process for the Firm by taking a PNC through the funnel to become a client. The primary functions are to conduct initial conversations confidently with prospective new clients, pre-condition them in preparation for sales appointments with the attorney, sell consultations and strategy sessions, and convert them to clients.
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. If the thought of coming to work every day and making a positive impact on our clients' lives excites you, start your application today!
Instructions: Please complete the job application screening questions and DISC assessment and submit a cover letter with the reason why you think you are a fit for the position.
Responsibilities
The CCC will conduct in-depth telephonic meetings with PNCs for the purpose of selling our excellent legal services. During these meetings the CCC will:
•Follow policies and procedures on how to communicate with PNCs in the most effective manner.
•Collect information about the PNCs and the matters for which they are seeking the Firm's help.
•Assure the PNCs that the Firm's attorneys and staff will be able to help them.
•Show compassion for their troubles.
Provide a general description of the Firm's services in the area where the PNC needs help.
•In accordance with the ethical rules governing lawyers, the CCC will not provide legal advice, quote a fee (however, the CCC may share a fee that has been determined by the Owner), or enter an engagement with a client. The CCC will prepare prospective clients for entering an engagement with the Owner or other designated attorney by obtaining the client's signature and then receiving an attorney's approval.
The CCC will oversee the client onboarding process:
•Select the correct Engagement Agreement and accept payment, interacting with the attorney for acceptance of the contract.
Follow up with clients after being hired and verify that the onboarding team has accomplished their duties.
•The CCC will stay in contact with PNCs who do not appear for their consultation and PNCs that do not sign up after their initial consultation to keep the door open for them to come in when they are ready.
•The CCC will keep detailed records about the number of PNCs that contact the firm, the number that are scheduled for initial consultation, come in for initial consultations, the number that engage the firm, and other associated metrics (referral source, average case value, etc.).
•The CCC will actively engage in dialogue with management regarding the quality and volume of the leads, offering constructive feedback and suggestions for improvement based on "front lines" experience.
Qualifications
•2 years of experience in sales of products or services, luxury or high-end products and services are preferred. Proven track record using a consultative sales approach is required.
•Education and/or work experience equivalent to a bachelor's degree.
•A strong interest in consultative solutions selling.
•Experience with CRM, particularly reporting, required.
•Knowledge of the legal industry is an asset.
•Real-life experience & a few "battle scars" giving you empathy and understanding, is an asset. Experience overcoming a major obstacle in life and making an important change in your life, so you know at your core that others can do it too, is a plus.
•Previous legal experience a plus
•Strong ability to communicate eloquently and empathetically a must