Client Welcome Specialist
1 week ago
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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