Client Relations Specialist

Company: Bottimore & Associates, PLLC
Location: Tacoma
Posted on: March 16, 2023

Job Description:

You see sales as a service we perform for our prospective new clients, not as something to be done to them. You ensure that the pre-conditioning packages and systems meant to help a prospective new client get prepared for their meeting are in fact received by the prospective new clients (PNCs) they are scheduled to meet within the coming days and weeks. The non-attorney salesperson meets by telephone and in person, with PNCs who are assigned to his or her calendar by their sales manager to help the PNC find clarity about their situation, educate them about their options and help them make the best decision for their future and for the firm to achieve its goals.

This position keeps detailed notes in a central database documenting all contacts with the PNC both before, during and after the meeting including all follow-up attempts. This position facilitates a professional introduction (hand-off) to the legal team once an engagement is signed and then opens the file, manages the welcome process and conducts quality control checks at predetermined milestones during the first 30 days and in some cases, during the pendency of the matter. The successful candidate should have prior experience selling high-ticket tangible products and professional or financial services utilizing a consultative selling methodology. The successful candidate should have some real life experience which they can use to empathize with PNCs who often come to our firm with challenging and sometimes deeply personal situations. The successful candidate embraces metrics, scorekeeping, transparency and accountability. Excellent interpersonal and communication skills are an absolute must both in person, by phone and via email.

Responsibilities:
The CRS will conduct in-depth in-person and telephonic meetings with PNCs for the purpose of selling legal services. During these meetings, the CRS will:
Follow policies and procedures on how to communicate with PNCs in the most effective manner.
Collect information about the PNCs and the matters for which they are seeking the Firms help.
Assure the PNCs that the Firms attorneys and staff will be able to help them.
Show compassion for their troubles.
Provide a general description of the Firms services in the area where the PNC needs help.

In accordance with the ethical rules governing lawyers, the CRS will not provide legal advice, quote a fee (however, the CRS may share a fee that has been determined by the Owner), or enter into an engagement with a client. The CRS will prepare prospective clients for entering into an engagement with the Owner or other designated attorney by obtaining the clients signature and then receiving an attorneys approval.
The CRS will oversee the client onboarding process:
Create the Engagement Agreement and accept payment, interacting with the attorney for acceptance of the contract.
Send emails to appropriate parties within the firm to start a new case.
Follow up with clients 5 days after being hired and verify that the onboarding team has accomplished their duties.
Follow up with clients 15 days after being hired to ensure they are receiving great client support and answer any of their current concerns.

The CRS will stay in contact with PNCs who do not appear for their consult, and PNCs that do not sign up after their initial consultation to keep the door open for them to come in when they are ready.
The CRS will keep detailed records and report on metrics such as:
Leads Contacting the Firm
Leads Qualifying as PNCs
PNCs Scheduling Consults
PNCs Attending Consults
PNCs Converting to Clients
Referral Source
Average Case Value

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

Qualifications:
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.
Proficient using office systems, software and databases. Experience using MS Outlook, Calendar, Word, Excel, and Clio, strongly preferred.
Knowledge of the legal industry is an asset.
Real-life experience 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:
Verbal and Written Communication
Interpersonal Skills
Time Management
Positive Outlook

About Company:
As theLaw FirmWhere the Family is Our Focus we engage in all aspects of Family and Elder Law (Estate Planning, Probate, Guardianship) through Transactional, Litigation, Mediation, and Collaborative Law methods of practice.



We offer excellent hours, competitive wages commensurate with skills and experience, paid time off, health insurance, retirement, CLEs, and Bonus Structure.

Keywords: Bottimore & Associates, PLLC, Tacoma , Client Relations Specialist, Other , Tacoma, Washington