Client Engagement Specialist

• Engage with prospective clients to understand their needs and explain how our services can support them.
• Guide clients through their initial inquiries, ensuring they feel heard and valued from the first interaction.
• Collaborate with the legal team to ensure seamless communication and service delivery for each client.
• Maintain accurate and up-to-date records of client interactions in our CRM system.
• Develop and implement strategies to enhance client engagement and satisfaction.
• Provide feedback to the management team on client experiences to drive continuous improvement.
• Participate in team meetings to share insights and contribute to the firm's growth strategies.

Who We’re Looking For:

• Proven Compassionate, Consultative Relationship-Builder.

Qualifications

• Minimum of 2+ years of sales experience, preferably in legal, professional services, or a client-centered industry.
• Proven ability to convert warm and cold leads into paying clients, with a track record of meeting or exceeding conversion targets.
• Strong understanding of family law terminology and processes (training provided for firm-specific procedures).
• Exceptional phone communication and active listening skills, with the ability to convey empathy and professionalism during sensitive client discussions.
• Demonstrated ability to manage and track leads using MyCase or similar CRM systems.
• Results-oriented mindset with the ability to meet performance goals (20% conversion rate/15 new clients per month).
• Excellent time management and organizational skills to balance follow-ups, consultations, and documentation.
• Strong emotional intelligence and conflict-resolution skills, particularly when working with clients in distressing or high-conflict family situations.
• Proven ability to work independently while maintaining collaboration and communication with attorneys and support staff.
• Comfortable handling high call volumes and maintaining a professional demeanor under pressure.
• Ability to identify client needs and clearly communicate how the firm’s services can provide solutions.
• Competence in data entry, note-taking, and case documentation to ensure accurate recordkeeping in client management systems.
• Goal-driven personality with a commitment to continuous improvement and learning.
• High level of confidentiality and discretion when handling sensitive client information.
• Positive, team-oriented attitude with a willingness to contribute to the firm’s culture of client service excellence.

Education & Experience

Education:

• Bachelor’s degree in Business, Communications, Marketing, Psychology, or a related field preferred, or an equivalent combination of education and proven sales experience.
• Coursework or certification in sales, client relations, or legal studies is an asset.
• High school diploma or GED required.

Expertise:

• 2+ years of professional sales or client intake experience, ideally in a legal, financial, or professional services environment.
• Working knowledge of family law concepts and terminology, or the ability to learn quickly through provided training.
• Proficiency in CRM software, preferably MyCase, for tracking leads, documenting communications, and monitoring conversion metrics.
• Demonstrated success in meeting or exceeding monthly sales or conversion goals in a performance-based environment.
• Strong understanding of consultative sales techniques, including needs assessment, objection handling, and closing strategies.
• Experience managing confidential client information with professionalism and discretion.
• Familiarity with law firm operations and collaboration within a legal team (attorneys, paralegals, and support staff).
• Excellent verbal and written communication skills, especially over the phone, with an emphasis on empathy and professionalism.
• Comfortable using Microsoft Office Suite, Google Workspace, and standard office technology to support daily operations.