CLIENT RELATIONS SPECIALIST

Position : CLIENT RELATIONS SPECIALIST (NON-LAWYER SALES ASSOCIATE)

Overview :

The Sales Associate's primary goal is to relieve the Owner(s) of the need to spend significant time conducting initial consultations with prospective new clients ("PNCs"). To be successful, the Sales Associate must match or exceed the "close rate" that the Owners typically achieve. Within the Firm and with our clients, the position will be known as the Firm's "Client Relations or Engagement Specialist."

Reporting Relationship :

The Sales Associate reports to the Owner with respect to all professional activities, with respect to all issues concerning their relationship with the firm as an employee.

Authority :

The Sales Associate may assign work to a designated legal assistant or the receptionist with respect to scheduling prospective new clients for initial consultations and making reminder calls or sending reminder messages to assure appearance.

Responsibilities :

1. The Sales Associate will conduct in-depth, in-person, and telephonic meetings with Prospective New Clients. During these meetings the Sales Associate will :

a. Follow firm prescribed guidelines on how to communicate with PNCs in the most effective manner.

b. Collect information about the PNCs and the matters for which they are seeking the Firm's help.

c. Assure the PNCs that the Firm's attorneys and staff will be able to help them.

d. Show compassion for their troubles.

e. Provide a general description of the Firm's services in the area that the PNC needs help.

2. In accord with the ethical rules governing lawyers, the Sales Associate will not provide legal advice, quote a fee1, or enter into an engagement with a client. Rather, the Sales Associate will prepare prospective clients for entering into an engagement with the Owner or other designated attorney2.

3. The selected candidate will keep detailed records about the number of PNCs that contact the firm, the number that come in for initial consultations, and the number that actually engage the firm.

4. The sales associate will stay in contact with PNCs that do not sign up after their initial consultation to keep the door open for them to come in when they are ready.

Skills :

The Sales Associate must be confident, articulate and comfortable representing the Firm while speaking with prospective new clients. The Sales Associate must be able to bring PNCs to the point of signing an engagement letter with the Firm.

The Sales Associate must be self-motivating and self-directed to achieve their professional goals and the Firm's goals.