Client Welcome Specialist

6 days ago

Manila, National Capital Region, Philippines Staff4Me Full time $104,000 - $130,878 per year

The Client Welcome Specialist is responsible for ensuring a positive and professional first impression for all potential and existing clients. Duties include, but are not limited to

1. Handling Incoming Calls

  • Maintain a courteous and professional tone at all times.
  • Answer calls promptly and create a welcoming first impression on behalf of the Firm.
  • Direct or screen calls as appropriate.

  • Use firm-approved scripts and processes to:

  • Conduct case assessments.

  • Collect required information.
  • Schedule appointments.

2. Making Outbound Calls

  • Welcome new seminar registrants.
  • Follow up with individuals who requested information to confirm receipt and offer further assistance.
  • Contact prospective new clients (PNCs) who have not yet scheduled an appointment.

3. Lead and Client Engagement

  • Respond promptly to web leads and chatbot inquiries with the goal of converting them into scheduled consultations or seminar registrations.
  • Capture detailed notes documenting all interactions and information shared.

4. Post-Marketing Follow-Up

  • Call seminar/webinar attendees within 1 business day to schedule consultations.
  • Complete follow-up calls as directed by the Firm's system.
  • Follow up on marketing campaigns, including confirming receipt of requested materials.
  • Document all attempts and results in the client database.

5. Documentation and Reporting

  • Record all interactions in the Firm's client database with attention to both content and quality.
  • Maintain a call log to track good and bad potential client calls and their sources.
  • Assist with developing, maintaining, and reporting metrics related to client experience and Firm performance.

6. Referral Coordination

  • Assist potential clients seeking services outside the Firm's scope by coordinating appropriate referrals, either from the Firm's referral database or in consultation with the legal team.

7. Appointment Management

  • Make confirmation calls the day before scheduled appointments.

8. Quality and Continuous Improvement

  • Listen to recorded calls to identify areas for improvement.
  • Provide feedback to management and marketing regarding lead quality and volume.
  • Suggest improvements based on front-line experiences.

9. Coverage Support

  • Provide back-up support for Telephone Receptionists as needed.

Work Schedule Monday to Friday 8-30 am to 5-30 pm EST

Requirements
  • At least 1 year of office experience, including use of business phone systems and office computer applications.
  • Proven track record with telephone sales experience.
  • Legal experience is an advantage but not required.
  • Self-motivated, adaptable, and able to thrive in a fast-paced, changing environment.
  • Strong problem-solving and analytical abilities.
  • Proactive, can-do attitude, with great follow-through and resourcefulness along with attention to detail.
  • Exceptional communication and interpersonal skills, with the ability to be both personable and persistent.

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