Client Engagement Specialist - Inside Sales

Sechler Law Firm • Warrendale, PA

120d

About The Position

Our law office is growing fast, and we’re searching for a full-time client engagement specialist to help us succeed! We are seeking a compassionate and professional individual to be the first point of contact for clients in their time of need. This phone-heavy role involves handling a high volume of inbound and outbound calls, gathering key information, and guiding potential clients through the intake process with empathy and professionalism. Sales or customer service experience is a plus, as the ideal candidate will be comfortable building rapport and helping clients take the next steps toward securing their future. If the thought of coming to work every day and making a positive impact on clients’ lives excites you, we'd love to hear from you!

Requirements

• Excellent verbal communication and interpersonal skills , with the ability to speak compassionately and professionally to clients in emotional or stressful situations.
• Previous experience in a customer service, sales, or call center role (preferably phone-based).
• Strong organizational skills with attention to detail and the ability to manage multiple tasks and calls simultaneously.
• Comfortable with technology , including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace).
• Ability to handle confidential and sensitive information with discretion.
• Empathy and patience , particularly when dealing with clients discussing personal or emotional topics related to estate planning.
• High school diploma or equivalent required; associate's or bachelor’s degree preferred.

Nice To Haves

• Prior experience in a legal, medical, or professional services setting is a plus.
• Sales experience or a consultative sales background is helpful, especially with converting inquiries into appointments.

Responsibilities

• Answer and manage a high volume of inbound phone calls from potential and current clients with professionalism and empathy.
• Conduct outbound follow-up calls to prospective clients to gather information, confirm appointments, and offer support.
• Guide clients through the intake process , collecting essential personal and legal information accurately and confidentially.
• Listen actively and compassionately to understand each client’s unique situation and provide reassurance during sensitive conversations.
• Maintain detailed and organized records of all client communications and interactions in the firm's case management system.
• Coordinate initial consultations between clients and attorneys, ensuring all necessary documentation is obtained in advance.
• Identify and qualify potential clients based on the firm’s criteria and refer to appropriate team members as needed.
• Collaborate with attorneys and legal staff to ensure a smooth handoff and continuity of care.
• Meet performance metrics related to call volume, conversion rates, and response times.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees