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Task Descriptions include the following. Other duties may be
You are the interface between the Lead and the Firm. You have direct control over others experience with the Firm and play an important part in ensuring that clients are satisfied. It is vital that you approach all interactions with this in mind.
As of November 2023, ~12-30 new leads contact the firm. The goal is to qualify the leads, and schedule an initial paid consultation with one of the lawyers.
Key Performance Indicator (KPI) #1 is to maintain the current conversion rate of 20% of all leads into consultations.
KPI #2 is to respond to new leads or clients within 1 business day of their inquiry.
b. Facilitate the education stage of the client value journey Leads are as educated as possible about the firms
competitive advantage and culture;
c. Leads become clients. Conversion rate at least 20%;
d. Incoming communication is dealt with promptly and appropriately:
i. Answer phones, take messages;
ii. Visitors are greeted and served;
iii. All inquiries are answered within 1 business day; and
iv. Meetings are booked accurately.
e. Leads records are updated in real time;
f. All systems, protocols, and conventions are executed accurately;
i. You are familiar with our processes generally, and intimately acquainted with the processes related to your position;
ii. Client intake is completed:
1. Client data is entered to the appropriate database(s);
2. Process for initial consultation is completed;
iii. Email monitored and cleared daily;
iv. Correspondence and documents are filed appropriately;
v. Information Management Conventions are implemented; and
vi. Tasks are completed, updated, and assigned according to SOPs.
g. The lawyers instructions are executed quickly; and
h. General administrative duties around the office, including:
i. Other tasks as required.
2. Guidelines
a. You work in concert with your assigned Lawyers; however, you report and are accountable only to the branchs Sales & Marketing representative;
b. When in doubt, ask the Assigned Lawyer or the Team Leader for guidance;
c. Approach all outside interaction being mindful that you are officially representing the firm. Do what you can to make sure every contact with the firm is a positive experience. However, do not make promises you or the firm cannot keep;
d. If someone is being difficult or rude, maintain your composure and refuse to sink to their level. Try your best to diffuse the situation. If that is not possible, politely excuse yourself and end the interaction. Immediately inform the Team Leader; and
e. Think about what would make you more efficient. Are there specific tools that would help? Should a system be changed? When you do find an opportunity to improve efficiency, report it to the Team Leader.
o Additional training will of course be provided if we change software;
Monday Friday in one single shift, 8:00 AM MST 5:00 PM MST during DST, and from 7:00 AM MST 4:00 PM MST outside of DST. Note this is +15 or +16 Philippine time, which will be 10:00 PM PHT 7:00 AM in PHT.
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