Client Welcome Specialist

Law Mom, LLC; Baileys Corner (MA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan with company match

Paid Time Off

Professional Development Opportunities

Competitive Salary with performance‑dr

Bonus potential

Job summary

Law Mom® is seeking a Welcome Coordinator to nurture leads and PNCs through the estate planning process with empathy and precision. You will manage communications via text, email, and phone, coordinate scheduling with Zoho CRM and Acuity, and support attorneys at events.

This role rewards performance with bonuses and requires strong organizational and collaborative skills. You will thrive in a fast-paced professional services environment, delivering compassionate client care and ensuring no

Qualifications

• Specialized experience in a professional services firm as intake specialist or salesperson.
• Tech Savvy: Zoho CRM or similar systems, Gmail, Google Calendar, Acuity, and Zoom is mandatory.
• Reporting: Excellence in sales data reporting and utilization of Excel.
• Empathy & Communication: A listening ear with strong verbal and written communication skills to guide leads and PNCs through the estate planning process with compassion and clarity.
• Outstanding Organization & Multi-tasking: Manage multiple calendars, tasks, leads, and PNC interactions efficiently and accurately in a fast-paced environment.
• KPI Driven: Strong focus on meeting KPI goals, with performance-based bonuses tied to successful lead and PNC conversion.
• Client-Centered Focus: Passionate about nurturing leads, addressing client concerns, and ensuring clients feel supported and engaged throughout their journey.
• Team Player: Collaborate effectively with attorneys, legal support staff, and the marketing team to ensure smooth operations and prioritize client success.
• Customer Service and Sales Experience required. Looking for positive, solutions driven team player.

Responsibilities

• Lead and Potential Client Management: Prioritize and nurture leads and PNCs based on status, guiding them through the process with empathy.
• Fast-Paced Environment: Stay organized while nurturing leads through text, email, and phone calls following firm procedures.
• Meeting KPI Goals: Track KPIs related to engagement, conversion rates, and performance with bonuses tied to success.
• Lead Conversion & Follow-Up: Manage conversion rates from outreach to attorney consultations and ensure timely follow-up.
• Thinking on Your Feet: Adjust approaches when conversion rates falter, while adhering to procedures.
• Calendar & Appointment Management: Manage multiple calendars using Zoho CRM and Acuity for consultations and follow-ups.
• Event & Webinar Support: Be available for 3 evenings a month to support attorneys at events/webinars.
• Engagement & Payment Assistance: Assist with engagement letters, manage payments, and track balances.
• Data & Reporting: Analyze booked vs non-booked leads and provide detailed reports to marketing and sales.
• Client Support & Community Engagement: Provide compassionate support and resolve technical issues (Zoom, Acuity).
• Curiosity & Passion: Approach each lead with curiosity and personalized solutions.

Skills

Zoho CRM

Gmail

Google Calendar

Acuity

Zoom

Texting & Phone outreach

Empathy

Customer service

Team player

Communication

Tools

Zoho CRM

Gmail

Google Calendar

Acuity Scheduling

Zoom

Excel

Job description

About Us:

At Law Mom®, we are dedicated to providing 5-star service and helping families protect their legacies through estate planning. We're looking for a dynamic, tech-savvy Welcome Coordinator who thrives in a fast-paced environment. This role is essential for nurturing leads and PNCs (potential new clients), ensuring no one falls through the cracks, and driving them through the estate planning process with empathy, curiosity, and passion.

Key Responsibilities:

• Lead and Potential Client Management: Prioritize and nurture leads and PNCs based on their status (hot, warm, cold), ensuring that every PNC feels like the most important person you’ve spoken to today. Guide them through the process with empathy and offer solutions to address their needs.
• Fast-Paced Environment: Stay organized in a fast-paced environment, ensuring that leads and PNCs are nurtured through text, email, and phone calls while following firm procedures.
• Meeting KPI Goals: Track and analyze KPIs related to lead and Potential Client engagement, conversion rates, and performance. Ensure weekly, monthly, and quarterly goals are met that are assigned to you , with performance-based bonuses tied to success.
• Lead Conversion & Follow-Up: Manage lead and PNC conversion rates from initial outreach to attorney consultations. Ensure every lead is followed up on and no one falls through the cracks.
• Thinking on Your Feet: Continuously strategize and adjust approaches when conversion rates aren't hitting goals. Think outside the box to solve challenges, understand gray areas, and find what works best in each situation while maintaining adherence to procedures.
• Calendar & Appointment Management: Efficiently manage multiple attorney calendars using Zoho CRM and Acuity, ensuring smooth scheduling for consultations and follow-ups.
• Event & Webinar Support: Be available for 3 evenings a month to support attorneys at events/webinars. Handle pre and post-event follow-ups to engage non-bookers.
• Engagement & Payment Assistance: Assist attorneys with engagement letters, manage payments, and track outstanding balances. Ensure leads and PNCs understand the payment process and remain engaged.
• Data & Reporting: Analyze booked and non-booked leads and PNCs to determine patterns and improve conversion rates. Provide detailed reporting to the marketing and sales teams.
• Client Support & Community Engagement: Provide outstanding, compassionate support to leads and PNCs, ensuring they feel cared for and confident in their decisions. Assist with technical issues (Zoom, Acuity) and ensure timely responses to client inquiries.
• Curiosity & Passion: Approach every lead and PNC with curiosity, listen deeply to their needs, and offer personalized solutions. Be passionate about helping people, showing empathy and care throughout their journey.

Requirements:

• Specialized experience in a professional services firm as an intake specialist or salesperson.
• Tech Savvy: Excellence in Zoho CRM or similar systems, Gmail, Google Calendar, Acuity, and Zoom is mandatory. Ability to troubleshoot and quickly learn new systems.
• Reporting: Excellence in sales data reporting and utilization of Excel.
• Empathy & Communication: A listening ear with strong verbal and written communication skills to guide leads and PNCs through the estate planning process with compassion and clarity.
• Outstanding Organization & Multi-tasking: Manage multiple calendars, tasks, leads, and PNC interactions efficiently and accurately in a fast-paced environment.
• KPI Driven: Strong focus on meeting KPI goals, with performance-based bonuses tied to successful lead and PNC conversion.
• Client-Centered Focus: Passionate about nurturing leads, addressing client concerns, and ensuring clients feel supported and engaged throughout their journey.
• Team Player: Collaborate effectively with attorneys, legal support staff, and the marketing team to ensure smooth operations and prioritize client success.
• Customer Service and Sales Experience required. Looking for positive, solutions driven team player.

Benefits:

• Competitive Salary with performance-based discretionary bonuses potential.
• Health Insurance to support your well-being.
• 401(k) Plan with company match.
• Paid Time Off to maintain work-life balance.
• Professional Development Opportunities to support your growth.

Why Join Law Mom®?

At Law Mom®, we make a real difference in people’s lives by helping them protect their families and their futures. You’ll be part of a supportive, fast-paced, customer-focused environment where your contributions will have a lasting impact. If you’re passionate about nurturing leads, providing compassionate care, and driving results, we want you on our team!

Our Commitment:

At Law Mom®, we are driven by a commitment to providing 5-star client care. We prioritize personalized, compassionate service that ensures every client feels heard, empowered, and cared for. Our firm operates with the highest standards of integrity, ensuring transparency and honesty in everything we do. We believe in empowering our clients through education and helping them make informed decisions about their estate planning. As a team, we focus on innovation, always seeking creative solutions to meet our clients’ unique needs. Our dedication to community engagement and compassion drives us to give back and make a positive impact on those around us. Above all, we value team collaboration, always putting the firm’s mission and our client’s well-being first.

This role is ideal for someone who excels in a fast-paced environment, loves managing leads and PNCs, and is driven to ensure clients feel valued and supported throughout their estate planning journey.