Intake and Consultation Specialist - Sales Position full time

About Us

Our Firm is dedicated to providing exceptional legal services while delivering an outstanding client experience. As part of our commitment to excellence, we place a high value on professionalism, empathy, and the ability to connect meaningfully with Potential New Clients (PNCs). Staff members in this role may be required to perform Intake and Consultation Duties depending on the Firm’s needs and the individual’s profile match.

Position Overview

Key Responsibilities

• Serve as the first point of contact for all PNC inquiries via phone, email, website forms, and other lead sources.
• Respond to all sales voicemails and inquiries within 24 business hours.
• Qualify PNCs using the Firm’s intake screening process, disengaging unqualified leads and selling consultations to qualified leads.
• Follow the Firm’s sales script to uncover motivators, handle objections, and communicate the value of the Firm’s services.
• Schedule and manage consultation appointments and collect payment.
• Prepare detailed consultation questionnaires prior to the appointment.
• Conduct outreach calls to current and former clients, vendors, and partners to generate additional leads (“GAS” calls).
• Host consultations by welcoming the PNC, explaining the process, and introducing the attorney.
• Maintain up-to-date knowledge of the Firm’s service offerings, processes, and fees.
• Assist attorneys by gathering and organizing necessary PNC documentation for consultation assessments.
• Coordinate with attorneys to ensure they are fully briefed before consultations.
• Execute case-opening procedures, including collecting initial case payments and transitioning cases to the paralegal team.
• Follow up with PNCs post-consultation to answer questions and guide them through the onboarding process.
• Other tasks assigned as per the firm’s needs and description.
• Contractor shall provide client-facing support services to the Firm, which may include, without limitation, intake activities, consultation support, and related administrative tasks (collectively, the “Services”). The Firm reserves the right, in its sole discretion, to determine which Services are assigned to Contractor at any given time, and may adjust the mix of Services (including but not limited to intake functions or consultation support functions) based on the Firm’s business needs and Contractor’s demonstrated skills and performance. The Contractor agrees to perform any such Services in accordance with this Agreement.

Sales & Client Engagement

• Expertly sell the Firm’s value proposition to PNCs at both the consultation and post-consultation stages.
• Maintain ongoing communication with PNCs through phone, email, and text to encourage case openings.
• Build rapport with PNCs while maintaining professionalism and adhering to Firm policies.

Systems & Reporting

• Keep CRM data current, accurate, and organized at all times.
• Move leads through the pipeline according to Firm procedures.
• Accurately report KPIs and other campaign results to management.

Key Performance Indicators (KPIs)

• Lead-to-intake conversion rate
• Intake-to-consultation conversion rate
• Number of paid consultations scheduled per month
• Consultation-to-case-opening conversion rate
• Number of case openings per week
• Response time to PNC inquiries
• Number of “GAS” calls per week

Qualifications

• Fully bilingual in English and Spanish (spoken and written).
• Strong sales and closing skills.
• Excellent interpersonal, communication, and customer service skills.
• Attention to detail and strong organizational abilities.
• Ability to follow scripts while adapting to client needs.
• Experience in immigration or legal services preferred but not required.

Minimum Technical Requirements

To perform effectively in this position in a call center environment, candidates must have the following:

Computer Specifications

• Processor: Intel Core i5 (10th generation or newer) or AMD Ryzen 5 equivalent or higher.
• RAM: Minimum 8 GB (16 GB recommended for optimal performance).
• Storage: SSD with at least 256 GB available for fast application load times.
• Operating System: Windows 10 or 11 (fully updated) or macOS Monterey or newer.
• Peripherals: Noise-canceling headset with microphone and a webcam.
• A quiet and professional workspace free from background noise during working hours.

Internet Requirements

• Minimum Speed: 25 Mbps download / 10 Mbps upload.
• Recommended Speed: 50 Mbps download / 20 Mbps upload for stable video conferencing and simultaneous application use.

Connection Type: Wired Ethernet connection strongly preferred over Wi-Fi for stability.