Client Onboarding Specialist

(Fully Remote) Client Onboarding Specialist Needed for Fast-Growing Tenant Rights Law Firm
Do you have experience with customer service or sales...
Do you enjoy working from home?
Are you comfortable with technology and interacting via teleconferencing or telephone?
Are you looking to join a team of smart, hardworking, and high-energy legal professionals in one of the fastest growing law firms in the United States that was also recently certified as a Great Place to Work ? ?
If you?ve answered yes to these questions, and your current employer does not offer the following perks:
? ? 100% remote work with state-of-the-art firm-issued computer and telecommunications equipment;
? ? Competitive compensation that includes unlimited bonuses tied to the achievement of objective milestones;
? ? Open (unlimited!!!) paid time off;
? ? Paid holidays (ten days per year) and, for employees, paid sick leave in accordance with state law;
? ? Professional growth opportunities;
? ? For employees, health, dental, vision, and life insurance after ninety days of fulltime employment; and
? ? For employees, a retirement plan with a 3% mandatory employer contribution beginning twelve months from the date of employment.
YOU MAY JUST BE THE PERSON WE?RE LOOKING FOR.
We are a fast-growing tenant rights law firm dedicated to helping California tenants who have been illegally evicted, harassed, discriminated against, or forced to endure unlivable conditions recover money for their losses . We are looking to bring our services to thousands more renters throughout California by continuing to grow our firm 50% year over year . We are looking for a rockstar Client Onboarding Specialist to join the ranks of our Client Intake & Engagement Team .
The Client Onboarding Specialist ?s primary duties are to (1) monitor and reply to emails sent to the email address to which Prospective New Clients (PNCs) forward documents for evaluation ; (2) download and save files sent to the previously mentioned email address to the appropriate One Drive folder where they can be reviewed by the Prospective New Matter (PNM) Team ;
(3) during regularly scheduled lunch hours and when the other Client Intake Specialists are on calls with PNCs, act as the first point of contact for new PNCs, greeting them before their call goes to voicemail ; (4) conduct a high-level screening to determine whether a P NC is ?Qualified?; (5) if Qualified, conduct an intake to determine whether the PNC has a problem T LG may be able to help them with;
and (6) schedule a Free Case Evaluation with a Client Engagement Specialist.
This position will be responsible for critically important work, including:
? ? Tracking Key Performance Indicators (KPIs) for position on a daily basis.
? ? Ensuring that no PNC files remain in the email address to which PNCs forward documents for evaluation.
? ? Reaching out to at least five PNCs every day to see if they need help submitting documents.
? ? Ensuring 0 unread messages ininfo@ email inbox at the end of each day and 100% of messages forwarded to proper parties.
? ? Helping PNCs complete their Monthly Chart of Rent Paid & Habitability Issues if needed.
? ? Ensuring that no more than 20% of live phone calls from PNCs go to voicemail.
? ? Reaching out to PNCs to gather documents if requested by Client Engagement Specialist.
? ? Handling all calls from callers who are not PNCs according to TLG?s call handling policies.
? ? Conducting a quick screen for all PNCs, collecting contact information, information on how the PNC heard about TLG, and determining whether the PNC is Qualified or Unqualified.
? ? If Qualified, conducting a short intake in English or Spanish; explaining next steps in the intake process; schedule a Free Case Evaluation with a Client Engagement Specialist; and preparing the PNC for next steps, which will include sending an email confirming the details of the appointment, emailing materials meant to help the PNC prepare for the appointment, and ensuring there is an understanding that the appointment is not a guarantee of legal representation.
? ? If Unqualified, offering to provide the PNC with a referral.
? ? Scheduling 85% of Qualified PNCs for Free Case Evaluations (FCEs).
? ? Ensuring 100% of PNCs have been entered into the firm?s Customer Relationship Management software (Lawmatics).
? ? Ensuring all PNCs who contact the firm for help are better off, providing an empathetic voice and always engaging with them in a friendly and professional manner.
? ? Documenting all of the above in Lawmatics for the benefit of all team members of the Client Intake & Engagement Team.
? ? Enlisting the assistance of the Client Intake & Engagement Manager, as needed, to determine whether a PNC is Qualified or Unqualified.
? ? Scheduling Silver, Gold, and Platinum Consultations, as needed, if the PNC needs legal advice from an attorney immediately.
? ? Contributing to the development and/or revision of the Client Intake & Engagement section of the firm?s online training app (Trainual).
? ? Attending Daily Stand-Up Meetings with the?

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