Client Solutions Specialist

Client Solutions Specialist Job Description

Reports To: Managing Attorney / Office Manager
Classification: Non-Exempt, Hourly
Work Location: On-Site – Marietta, Georgia
Schedule: Approximately 30–35 hours per week, with opportunity for full-time employment based on business needs

Job Summary:

The Client Solutions Specialist (CSS) is a non-attorney salesperson who is responsible for conducting inbound sales conversations with Potential New Clients (PNCs) who have been pre-qualified to purchase legal services from the Firm. The primary role of the CSS is to conduct initial consultations with PNCs and follow up with PNCs who did not attend the consultation or have not engaged the Firm yet. Responsibilities of the CSS include understanding the PNC's goals, identifying the PNC's concerns, explaining services the Firm can offer to assist with a resolution, helping the PNC make an informed decision about the best course of action, and clarifying the next steps in the process. Upon engagement, the CSS will successfully onboard the new client and make a warm, professional handoff to the Legal Team.

Authority:

The Owner may delegate responsibility to the CSS to have an Intake Specialist schedule PNCs for initial consultations or have the Receptionist make reminder calls or send reminder messages to PNCs to increase the likelihood of attending consultations. The CSS has no supervisory or other authority beyond that specifically delegated by the Owner.

Additionally, non-attorney support staff are prohibited from practicing law by the American Bar Association (ABA) Rules of Professional Conduct and Georgia State Bar Association Rules of Professional Responsibility. All client-focused work done by the CSS must be in support of and under the supervision of an attorney. In dealing with clients and PNCs, the CSS must be careful not to inadvertently slip into the unlawful practice of law. This would include answering client questions about what will happen in their case or recommending that a client undertake a certain course of legal action during their case.

In accordance with Bar Rules, the CSS does not give legal advice, approve client engagements, nor share fees with the Firm upon client engagement.

Essential Duties:

1. The CSS will conduct in-depth meetings with PNCs in-person, by phone, or by video conference, for the purpose of selling legal services. During these meetings, the CSS will:

a. Follow policies and procedures on how to communicate with PNCs in the most effective manner.

b. Collect information about the PNCs and the matters for which they are seeking the Firm's help.

c. Help PNCs understand the urgency of their situation.

d. Educate PNCs on services the Firm provides that can help them resolve their issues.

e. Help the PNC reach a decision about engaging the Firm.

f. When applicable, assure the PNCs that the Firm's attorneys and staff will be able to help them.

g. Demonstrate compassion and empathy for their concerns.

2. In accordance with the ethical rules governing lawyers, the CSS will not provide legal advice, quote a fee (however, the CSS may relay information about fees that have been determined by the Owner), or enter into an engagement with a client. The CSS will prepare prospective clients for entering into an engagement with the Owner or other designated Attorney by obtaining the client's signature and then receiving an Attorney's approval.

3. The CSS will oversee the client onboarding process:

a. Create the Engagement Agreement and accept payment, interacting with the Owner for acceptance of the contract.

b. Send emails to appropriate parties within the firm to start a new case.

c. Follow up with clients 5 days after being hired and verify successful handoff to the legal team.

d. Follow up with clients 15 days after being hired to ensure they are receiving great client support and answer any of their current concerns.

4. The CSS will stay in contact with PNCs who do not appear for their consult, 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.

5. The CSS will keep detailed records and report on metrics such as:

a. Leads Contacting the Firm

b. Leads Qualifying as PNCs

c. PNCs Scheduling Consults

d. PNCs Attending Consults

e. PNCs Converting to Clients

f. Referral Sources

g. Average Case Value

6. The CSS actively engages in dialogue with management regarding the metrics the CSS is responsible for reporting on, to offer and receive constructive feedback and suggestions for improvement based on front lines experience.

7. The CSS actively engages in dialogue with the marketing team to refine communication

and increase connections with people the firm can help.

Matrix of Essential Duties:

· Daily

o Conduct sales calls and initial consultations

o Maintain accurate records of content of sales discussions, outcome, and next step

o Schedule appointments

o Create contacts and update contact information in the case management system

· Weekly

o Case and administrative filing

o Compile metrics on incoming calls and leads

o Review metrics with Firm Administrator and/or Owner

o Smile & Dial / GAS calls with former and existing clients, PNCs who did not engage the firm and professional referral sources

o Attend & actively participate in Staff Meetings

· Monthly

o Review metrics with Firm Administrator and/or Owner

o Meet with Marketing Team

o Identify opportunities for internal streamlining of processes to increase client satisfaction and sales conversions

· Quarterly

o Ensure Owner review & update of preconditioning materials and onboarding materials

o Performance Review

· Annual

o To be determined

Education & Experience:

· 2+ years' experience in sales of products or services, required. Strong preference given to candidates with experience selling luxury or high-end products or services.

· Proven track record using a consultative sales approach is required.

· Real life experience & a few battle scars to give you empathy and understanding is an asset. Experience overcoming a major obstacle in life and making an important positive change in your life, so you know at your core that others can do it too, is a plus.

Knowledge, Skills & Abilities:

· Top 5 competencies/characteristics for success in this POSITION

o Results-Oriented

o Excellent Interpersonal Skills (e.g., dependable, flexible, supportive of the team goals, empathetic, active listening, clear communication, and conflict resolution)

o Persuasive

o Client-Focused

o Persistence in following-up

· Top 5-7 competencies/characteristics for success in RELATIONSHIPS/Culture Fit

o Accountability

o Initiative

o Excellent Soft Skills (e.g., high emotional intelligence, adaptable, building long-term relationships, empathetic, patient under pressure, and clarity in communication)

o Collaborative/Team Player

o Sincere and genuinely cares about people

o Growth-oriented (personally and professionally)

o Communicative & Outgoing

· Technical Skills (unlimited but REQUIRED; NOT DESIRED)

o MS Outlook

o MS Calendar

o MS Word – can type 50 wpm

o MS Excel

o Contact Relationship Management (CRM)

o Case Management System (CMS)

Expected Outcomes/Key Performance Indicators: LIMIT of 5 or FEWER

KPIs will be reviewed and adjusted periodically based on the needs of the Firm.

· A minimum of 60% of PNCs engage the firm each month.

· 100% of new clients have a signed engagement agreement and money collected before work begins.

· 99% of PNCs who do not engage during the initial consult receive follow up within 3 business days (or as agreed to) each week.

· 99% of sales metrics reports are submitted to the Owner by the deadline each week.

· 100% of new clients are onboarded in accordance with the Onboarding New Clients procedure each week.

Disclaimer

Steele Law Firm is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under applicable federal, state, or local law.