Client Engagement Specialist - Inside Sales

DescriptionOur law office is growing fast, and we're searching for a full-time client engagement specialist to help us succeed! We are seeking a compassionate and professional individual to be the first point of contact for clients in their time of need. This phone-heavy role involves handling a high volume of inbound and outbound calls, gathering key information, and guiding potential clients through the intake process with empathy and professionalism.Sales or customer service experience is a plus, as the ideal candidate will be comfortable building rapport and helping clients take the next steps toward securing their future. If the thought of coming to work every day and making a positive impact on clients' lives excites you, we'd love to hear from you!Responsibilities•Answer and manage a high volume of inbound phone calls from potential and current clients with professionalism and empathy.•Conduct outbound follow-up calls to prospective clients to gather information, confirm appointments, and offer support.•Guide clients through the intake process, collecting essential personal and legal information accurately and confidentially.•Listen actively and compassionately to understand each client's unique situation and provide reassurance during sensitive conversations.•Maintain detailed and organized records of all client communications and interactions in the firm's case management system.•Coordinate initial consultations between clients and attorneys, ensuring all necessary documentation is obtained in advance.•Identify and qualify potential clients based on the firm's criteria and refer to appropriate team members as needed.•Collaborate with attorneys and legal staff to ensure a smooth handoff and continuity of care.•Meet performance metrics related to call volume, conversion rates, and response times.Qualifications•Excellent verbal communication and interpersonal skills, with the ability to speak compassionately and professionally to clients in emotional or stressful situations.•Previous experience in a customer service, sales, or call center role (preferably phone-based).•Strong organizational skills with attention to detail and the ability to manage multiple tasks and calls simultaneously.•Comfortable with technology, including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace).•Ability to handle confidential and sensitive information with discretion.•Prior experience in a legal, medical, or professional services setting is a plus.•Sales experience or a consultative sales background is helpful, especially with converting inquiries into appointments.•Empathy and patience, particularly when dealing with clients discussing personal or emotional topics related to estate planning.•High school diploma or equivalent required; associate's or bachelor's degree preferred.