Client Experience Coordinator

Sales - Intake Department Are you a motivated professional skilled at closing high-value sales? We are seeking a Client Experience Coordinator to join our Marketing and Sales Division as a member of our Sales/Intake Department. This role will be responsible for guiding our potential clients through the legal consultation process for their immigration matters, obtaining immediate buy-in to make the sale and obtain a signed contract and payment during the meeting, and providing an ongoing optimal client experience for all client accounts via continued follow-up and resources. Responsibilities:

• Place pre-consultation calls and texts to the potential clients scheduled by the Intake/Client Services department, and provide concierge services such as directions to the office, last-minute document assistance, and payment reminders.
• Greet clients who arrive at the office for in-person consultations and warmly bridge and connect them to attorneys after obtaining preliminary information and setup.
• Remain or rejoin after completion of the legal strategy conversation to advocate for the Firm/originating attorney and make the sales pitch to close the deal at the moment.
• Quote pre-determined legal fees with confidence and obtain client signature on fee agreements/contracts in the moment, where possible, coordinate with the client intake team for payments.
• Attend virtual consultations via phone, Teams, Zoom to play a similar role; offer to take payment/provide contract electronically while on the call.
• Track, maintain, and report on sales data in the CRM section of the legal case management system; evaluate if further tracking is necessary.
• Create scripts to be used by the entire Intake team (Client Services/Client Intake department) and Attorneys to overcome objections and sell the Firm’s value and consultation process. Provide sales coaching to these personnel.
• Help clients describe their situation and understand the cost to them if they do not solve their problem/value of solving it that they are willing to pay for.
• Learn to discuss immigration processes at a high level and how cases move through the system.
• Provide feedback to the COO regarding quality and volume of leads, status after the scheduling process, offering suggestions for improvement based on “front lines” experience.
• Follow up sales calls with potential clients who did not hire the firm during their initial sales conversation/consultation.
• Welcome new clients to the firm and facilitate their introduction to the legal production team for a positive experience and first impression.
• Provide ongoing Client Experience services, including periodic check-in calls with all clients, referrals to vetted providers in the community, and resources.
• Periodically attend community outreach, conference/tradeshow events, and speaking engagements with attorneys as a professional representative of the Firm.

Qualifications:

• MUST be bilingual, with fluency in both English and Spanish.
• High-value consultative sales experience demonstrating poise, polish, and professionalism (this does not have to be in the legal industry, can be any area of business/retail/banking/products with a high-dollar sale).
• Since telephone correspondence is a core and significant responsibility of this position, and since it will consume a significant amount of your time each day, excellent phone etiquette, skill, and mastery of compelling phone calls, and corresponding confidence are necessary.
• Ability to genuinely connect with clients and potential clients to put them at ease during a difficult time in their lives.
• Know how to close a sale/obtain commitment by creating urgency and promoting the value.
• Treat a call or meeting at 4:30 on a Friday with the same care and compassion as one on Monday morning.
• Ability to operate in a quick turnaround time environment with evolving priorities. Demonstrate to our potential clients that they are the most important thing we have going on daily.
• Experience tracking leads in a CRM or being able to report on sales activity.
• We can teach you to sell legal services, but we can’t teach you how to care about and authentically reach someone going through a difficult time. We are looking for a team player with strong sales skills to help us expand our business. The person we hire must bring a high level of energy, positivity, and a can-do attitude to work every day.
• “Real-life” experience with immigration could be a plus, but is not required.
• This is an in-office position daily in our office in Northeast Atlanta, with core hours Monday-Friday from 9:00 am-5:00 pm.
• This position is a salaried exempt position with potential for significant bonus/sales commissions for a high performer.

About Company: We are a nationally-renowned and growing immigration law firm with excellent training, mentorship, and growth opportunities. We create and defend the opportunity for individuals, families, and businesses to seek and achieve their American Dream. What You Get A great work environment doing work that mattersA firm that’s mission-driven and results-orientedThe chance to really make a difference in a growing, challenging business