Client Welcome Specialist / Client Relations Specialist

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.