Intake Specialist II

Walker Advertising; United States; Remote; USD 36.000 - 40.000; Vollzeit

Benefits dieser Stelle

3 Weeks Paid Time Off

12 Weeks Guaranteed Paid Parental/Car

Comprehensive Insurance Coverage

401(k) Retirement Plan

Wellness Initiatives/Employee Support

Career Development Opportunities

Zusammenfassung

Walker Advertising is seeking a Customer Success Specialist for its Contact Center and Sales team in the United States. You will drive client acquisition and satisfaction by connecting potential clients with attorney partners, building relationships, and ensuring seamless agreement execution.

You will manage intake, follow-up, and ongoing client relations, while collaborating with attorneys to ensure smooth handoffs and adherence to protocols.

Qualifikationen

• 4+ years of experience in sales, customer service, or law office.
• Proven ability to meet or exceed performance and sales targets.
• Familiarity with CRM systems or case management software.

Aufgaben

• Client Intake: obtain information from potential clients and qualify leads.
• Follow-Up: present agreements and assist with electronic execution.
• Client Relations: provide timely, professional responses and act as liaison between clients and attorneys.
• Documentation: ensure intake forms and documents are completed, signed, and filed.
• Confidentiality: handle all client information securely and per standards.
• Collaboration: work with attorneys and staff to transition clients to case management.
• Maintain a high billable rate and meet quarterly targets.
• Support team with coaching, problem solving, or chase leads.
• Handle difficult clients with minimal coaching.
• Adhere to call quality and chase protocols; minimize penalties.
• Participate in team meetings and onboarding activities.

Kenntnisse

Sales

Customer Service

Law Office

CRM systems

Communication

Ausbildung

High school diploma or equivalent

Tools

CRM software

Jobbeschreibung

About the role

Walker Advertising is seeking a motivated and customer-focused Customer Success Specialist to join our Contact Center and Sales team. In this role, you will play a key part in driving client acquisition and satisfaction by connecting potential clients with Walker's trusted network of attorney partners. By building strong relationships, addressing client needs, and ensuring seamless agreement execution, you will directly contribute to the company's mission of serving communities and growing our partnerships. As a Customer Success Specialist, you will join a collaborative team focused on delivering exceptional results while fostering a supportive and inclusive workplace.

What you'll do

• Client Intake: Obtain appropriate and pertinent information from the potential clients (PC); encourage the PC to sign legal agreements if the lead meets criteria.
• Follow-Up: If lead meets criteria, offers agreement to the PC. Assists the PC with the electronic execution of the agreement. Answers any questions of the PC over the phone. Escalate the call to a supervisor or attorney if legal questions arise or objections cannot be addressed.
• Client Relations: Provide excellent customer service by addressing PC inquiries, concerns, and issues in a timely and professional manner. Act as a liaison between PC and attorneys.
• Documentation: Ensure all necessary attorney intake forms and documents are completed, signed, and filed correctly. Assist with gathering additional documentation from clients as needed.
• Confidentiality: Handle all client information with the highest level of confidentiality and in compliance with legal and ethical standards.
• Collaboration: Work closely with attorneys and other staff members to ensure a smooth transition of clients from intake to case management.
• Maintain a high billable rate, consistently reaching or exceeding quarterly targets.
• Aid team members either directly or indirectly by helping sign chase leads or by providing coaching, problem solving, or other helpful solutions.
• Tactfully handle difficult PCs or minor technical issues as they arise, requiring minimal management coaching.
• Adhere to all call quality, adherence, and chase protocols consistently, receiving 1 or fewer penalties within the calendar year.
• Engage in team meetings and provide regular feedback, when appropriate, to management.
• Be trusted with new team member onboardings and trainings.

Qualifications

• 4+ years of experience in sales, customer service, or law office.
• Strong interpersonal and communication skills, with the ability to build trust and rapport.
• Proven ability to meet or exceed performance and sales targets.
• Familiarity with CRM systems or case management software.
• High school diploma or equivalent.

Preferred

• Legal or law office experience.

Benefits/Perks

• 3 Weeks Paid Time Off
• 12 Weeks of Guaranteed Paid Parental Leave
• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
• 401(k) Retirement Savings Plan
• Wellness Initiatives/Employee Assistance Program
• Rewards and Recognition Programs
• Career Development Opportunities

Pay Range

$26-$29/hr plus Bi-weekly Bonuses (Remote - United States)

AI Disclaimer & Accommodations

We may use AI-enabled tools to assist with certain parts of our hiring process, including application review and candidate evaluation. These tools support our team and are used with human oversight. All final hiring decisions are made by humans.

If you require reasonable accommodations during the application process or have questions about our hiring process, please contact [e-mail].

About Walker Advertising

Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect. We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person.