Client Services Representative
Job Details
Experienced
Remote Location - , WA
Fully Remote
Full Time
Day
Summary

Summary

Our Client Services Representatives provides critical front line service to potential clients and ensure that our daily, weekly, and monthly intake goals are achieved. A successful candidate must possess a strong knowledge of sales processes as well as a successful track record with inside sales. Working in a collaborative, highly dynamic and unique law firm, use your influencing and adaptable communication skills to connect with clients and match them with attorneys based on their individual needs.

To thrive in this role, you possess the ability to maintain a high level of professionalism in a fast-paced environment while helping clients that are often dealing with very stressful personal situations. This role requires you to effectively communicate, with confidence, with a variety of personalities and to prioritize solutions based on client needs. As a vital team member, you will work closely with a veteran team of professionals who help our external and internal clients across six offices in WA and OR. In this role you will follow our client intake success plan, utilize Microsoft Outlook, and enter data into several database systems, such as Salesforce, to measure and track your results.

This is ultimately a remote position, following training. You must be able to travel to our downtown Tacoma office for training during the first 90 days.

 

Essential Duties/Responsibilities

Sales:

  • Address initial phone and email inquiries from potential clients, providing exceptional service to form real connections with potential and internal clients
  • Schedule consultations for attorneys in six offices with varying criteria and time constraints and collect prepayments for all appointments and ensure a signed disclosure form is filed for each person
  • Maintain the highest level of professionalism with a solution-oriented focus while assisting the team in achieving daily and monthly new client goals
  • Expertise in controlling calls and working at a fast pace to efficiently handle all prospects daily

 

Client Service:

  • Communicate with potential clients daily by phone or email following attorney consultations and onboard new clients
  • Ensure potential clients meet strict requirements and criteria. Pay close attention to special instructions, circumstances, and timelines set forth by an attorney
  • Confirm potential clients understanding of forms/legal contracts and ensure proper completion
  • Request and collect retainer payments for new clients using secure online payment program
  • Create new client files in accounting/billing system
  • Enter accurate data into Salesforce, OneNote, and Outlook
  • Respond to needs from internal departments while handling instruction from multiple offices, attorneys, and management
  • Provide speedy response to all client requests via email, phone, and in person
  • Send out weekly client surveys using template emails and survey link via Outlook
Qualifications

Skills/Qualifications

  • 3-5 years inside sales experience, with solid knowledge of the fundamental sales process and a proven track record of achieving or exceeding your daily/weekly/monthly company goals
  • Relevant client or customer service experience required, preferably in a professional services environment
  • Basic technology skills including Microsoft Outlook, Word, and previous experience with CRM systems preferred
  • Proficiency in a fast-paced environment with frequent priority changes and the willingness to learn new systems and tools
  • Exceptional & confident communications skills tailored to audience
  • Professional demeanor, with an outgoing and positive attitude. Must want to help others
  • Acute attention to detail, strong follow through, and excellent organization
  • Ability to work a full-time, 40 hours per week schedule, Monday to Friday
  • Must be a team player with a team mindset, and willing to cross train to step in to support the team in any capacity
  • Maintain the best intentions for our clients and firm by focusing on positive morale and strong ethics
  • Successful prior remote work experience preferred

What we offer:

  • A progressive and innovative law firm that provides opportunities for you to grow
  • State of the art technology, resources, and support for in office and remote work
  • An upbeat atmosphere with enjoyable and respectful colleagues
  • A competitive compensation package, including a strong benefit package and paid time-off

*A completed application, resume, cover letter, and salary expectations are required for consideration.*

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