SUMMARY OF ROLE:

Client Experience Specialists (CES) provides our clients and potential clients exceptional or “Gold Star” service through a proven process to include expressing empathy, utilizing critical thinking skills, and exercising exceptional verbal and persuasive communication skills.

The CES will accomplish the above by answering basic questions from notes in the client’s case file, transfer calls as appropriate, triage potential client calls with the intent of signing qualified cases up on the first call or referring the caller to another law firm or resource in an effort to assist them with their legal needs, and take messages for sales and marketing calls while relaying this information to proper channels.

Our CES team works in a fast-paced environment with high call volume. The CES position is as much of a sales role as it is a customer experience position, and requires the ability to show empathy while controlling the call to ensure we have all the information the firm needs to help the caller.

While the bulk of this position is over the phone, some in-house Client Experience Specialists may require in-person direct contact with potential and current clients who visit our office in order to provide consultations, process paperwork, and answer questions.

ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to:

• Phone Etiquette - Supportive and confident disposition.
• Capturing Case Evidence in Database - documenting the facts of the case based on the questionnaire and training manual guidelines into the Client Relationship Management system (CRM)
• Qualifying & Retaining Clients - investigating the cases that come in to qualify or disqualify and signing up qualified cases over the phone on the first call is the goal.
• Client Expectation & Experience - the CES sets the tone, pace, and expectation for the client’s future experience with our firm. They will express empathy, ask investigatory questions and provide a professional and helpful experience to all callers regardless if we are able to sign up their case.
• Answering Current Client Calls - fielding and answering basic questions with current clients as they move through their case and transferring the call when necessary.
• Managing Client Expectations - understanding the personal injury process and lifecycle and communicating effectively to manage the client’s expectations by never promising and over delivering.

KNOWLEDGE, SKILLS & ABILITIES

• Sales experience - Ability to persuade a caller to make a decision now, rather than walking away.
• Data entry skills - meeting the requirements of information we absolutely need to capture during a call so not to have to make multiple contacts to get the information.
• Investigative skills - Asking key questions to callers with the intent of gathering as much information needed to build a strong foundation for our cases.
• Listening skills - actively listen to the client including documenting the information being relayed while listening and asking appropriate questions based on the information provided.
• Ability to type 65 wpm - this would include quick transcription while listening to the caller and taking notes of information being relayed.
• Attention to detail - ability to listen and retain information so not to ask the caller a question they just gave the answer to.
• Problem-solving skills - ability to confidently troubleshoot a question when you may not know the answer so as not to deter the caller from feeling confident in our services.
• Ability to work together as a team - we have group-centric incentives that build the team together. The goal is to retain new clients as quickly and accurately as possible. Our team consists of friendly individuals with a desire to accomplish the goal together as a team.

QUALIFICATIONS

• High School Graduate or equivalent.
• 1 year of sales and/or customer service experience
• Valid US driver’s license - Motor vehicle accidents are the bulk of our caseload. It is important to understand the rules of the road in order to accurately determine case qualifications.
• Highly efficient with computer, computer software (Microsoft Office applications Excel, Word) with a keystroke at 65 wpm
• Knowledge and experience with other relevant forms of data technology, including the use of email, Google Suite, and Microsoft Office products.
• Ability to successfully pass a background check and other pre-employment screening

ADDITIONAL DESIRED QUALIFICATIONS

• Associates degree or educational equivalent preferred.
• Previous sales experience is a plus.

PHYSICAL REQUIREMENTS include but are not limited to:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to lift and carry up to 10 lbs.
• Able to sit at a desk comfortably while working on a computer, for extended periods of time.
• Able to use telephone, voice mail
• Ability to work in a constant state of alertness and safe manner.

WORK ENVIRONMENT

The work environment is characteristic of a standard in-office position. Electrical hazards related to frequent contact with office equipment.

Job Type: Full-time

Pay: $19.23 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Hampton, VA 23666: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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