Frost Law is looking for a highly motivated individual who is passionate about creating a positive customer service experience for clients at a busy, hands-on law firm. This position requires immediate learning and execution of intake and engagement processes while managing high-volume inbound and outbound calls in a fast-paced environment. This is an opportunity for someone committed to long-term growth to develop expertise in our core business processes while contributing to a growing team.
Job Responsibilities:
- Document Oversight & Compliance: Draft, review, verify, and facilitate the execution of critical legal and financial documents to ensure accuracy and adherence to regulatory standards.
- Billing : Experience with electronic payment systems, and processing initial retainer payments.
- Signature & Approval Coordination: Manage the collection and distribution of approvals and executed agreements, ensuring timely processing.
- Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress.
- Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
Lead Interaction:
- Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us.
- Complete scheduled intake appointments with Prospective Clients to collect necessary information.
- Case Assessment: Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
- Follow-up with callers in a consistent and respectful manner.
- Conflict Check Protocols
- Documentation and Record Keeping: Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
- Putting callers in contact with attorneys who best meet their needs
- Respond promptly to all customer inquiries
- Engage with customers and be positive and professional Training: Participate in continuous guided and self directed training to stay updated on procedures, terminology, and best practices for client interaction.
- Outstanding interpersonal, communication, organizational, and problem-solving skills.
- Professional call center/scheduling experience a plus
The ideal applicant has 2+ years customer service experience, preferably on the phone or in a call center. Google Workspace, HubSpot, or Clio experience is a plus.
Schedule:
Ability to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 10AM-6PM to 12PM-8PM range. It will require an occasional weekend shift.
Benefits:
Health/Dental insurance
PTO
401K
Breakfast/Lunch provided daily
