Contact Center Sales Specialist

Position Summary: The Contact Center Sales Specialist is responsible for handling a wide range of calls from potential and existing clients, attorneys, and other individuals, ensuring every interaction is handled effectively and with the utmost professionalism.

2 Positions available*

Position 1's Schedule: Monday - Friday, 8:00 am - 5:00 pm

Position 2's Schedule: Tuesday - Friday, 9:00 am - 6:00 pm and Saturday 8:00 am - 5:00 pm

SALARY: $22.69/hour

ESSENTIAL FUNCTIONS:

• Serve as the first point of contact for incoming referrals, representing requisite compassion and professionalism in line with the firm’s service model and values.

• Manage incoming calls or LiveChat communications with efficiency, working toward successful resolution of inquiries and concerns.

• Promptly determine potential clients’ needs; offer paid consultations to clients as appropriate to their legal needs.

• Use effective sales strategies to offer legal services and successfully onboard new prospective clients to the firm.

• Ensure accurate and appropriate protocol is followed with each call according to established quality standards and guidelines.

• Provide effective customer service while obtaining client information.

• Capture accurate and detailed data in the firm’s client management system.

• Appropriately route incoming calls when necessary.

• Facilitate in-person client interactions as necessary or required.

• Meet qualitative and quantitative performance goals; achieve all objectives for service, productivity, schedule adherence, and quality.

MINIMUM REQUIREMENTS:

• 2+ years of customer service or sales experience.

• Experience in a contact or call center environment preferred.

• Experience in a legal services environment a plus.

• Working knowledge of computer/data entry with the ability to learn new systems.

• Basic knowledge of Google applications.

• Flexibility to work various shifts between 7:30am to 7:00pm, including Saturdays.

EXPECTED COMPETENCIES:

• Friendly, professional, and effective communications skills.

• Ability to handle complex calls or situations with patience, poise, and professionalism.

• Strong active-listening and verbal-communication skills.

• Strong negotiation skills and ability to close sales.

• Willingness and ability to provide exceptional customer service.

• Ability to effectively capture detailed data while speaking/conversing.

• Strong attention to detail, ensuring accuracy and efficiency in all tasks.

• Able to manage and prioritize multiple tasks, work autonomously, and meet deadlines.

• Ability to work well in a team environment that promotes inclusiveness and communication among team members.

• Cultural Competence.

PHYSICAL DEMANDS:

The physical demands described below represent those that must be met by an employee to successfully perform the essential functions of this job. Employees may request reasonable accommodation if and as necessary to perform the essential functions.

While performing the job responsibilities, the employee is required to remain in a stationary position most of the time (stand or sit). The employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is regularly required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities this job requires include close vision and the ability to adjust focus.