What are the responsibilities and job description for the Intake Specialist position at The Estate Plan?
Description
Our law office is growing fast and we're searching for a full-time legal intake 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. If the thought of coming to work every day and making a positive impact on client's lives excites you, start your application today!
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 who 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 is scheduled for the initial consultation, come in for initial consultations, the number that engages 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.
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
Set appointments for potential clients that meet our criteria to keep our lawyers' schedules organized and grow our caseload
Coordinate awareness initiatives and foster relationships with other attorneys alongside the marketing team in order to help grow our prospective client base
Survey potential clients to determine the right fit with our practice, while listening to all phone calls in an empathetic manner
Supervise new client onboarding and current client files through data entry and paperwork collection to ensure our cases are managed efficiently
Qualifications
2 years of experience in sales of products or services, luxury or high-end products and services are preferred. A 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, is 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.
Familiarity with case management and CRM systems a bonus
Previous legal experience highly valued
High school diploma or equivalent needed, while a Bachelor's degree is desired
Firm knowledge of spreadsheet and data management, as well as computer skills
Sales or customer service experience highly valued
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