Client Welcome Specialist - In Person, Newburyport

Law Mom•Newburyport, MA

5d•Onsite

About The Position

At Law Mom®, we are dedicated to providing 5-star service and helping families protect their legacies through estate planning. We're looking for a dynamic, tech-savvy Welcome Coordinator who thrives in a fast-paced environment. This role is essential for nurturing leads and PNCs (potential new clients), ensuring no one falls through the cracks, and driving them through the estate planning process with empathy, curiosity, and passion.

Requirements

Excellence in Zoho CRM or similar systems, Gmail, Google Calendar, Acuity, and Zoom is mandatory. Ability to troubleshoot and quickly learn new systems.
Excellence in sales data reporting and utilization of Excel.
A listening ear with strong verbal and written communication skills to guide leads and PNCs through the estate planning process with compassion and clarity.
Manage multiple calendars, tasks, and ledas and PNC interactions efficiently and accurately in a fast-paced environment.
Strong focus on meeting KPI goals, with performance-based bonuses tied to successful lead and PNC conversion.
Passionate about nurturing leads, addressing client concerns, and ensuring clients feel supported and engaged throughout their journey.
Collaborate effectively with attorneys, legal support staff, and the marketing team to ensure smooth operations and prioritize client success.

Responsibilities

Prioritize and nurture leads and PNCs based on their status (hot, warm, cold), ensuring that every PNC feels like the most important person you’ve spoken to today. Guide them through the process with empathy and offer solutions to address their needs.
Stay organized in a fast-paced environment, ensuring that leads and PNCs are nurtured through text, email, and phone calls while following firm procedures.
Track and analyze KPIs related to lead and PNC engagement, conversion rates, and performance. Ensure weekly, monthly, and quarterly goals are met, with performance-based bonuses tied to success.
Manage lead and PNC conversion rates from initial outreach to attorney consultations. Ensure every lead is followed up on and no one falls through the cracks.
Continuously strategize and adjust approaches when conversion rates aren't hitting goals. Think outside the box to solve challenges, understand gray areas, and find what works best in each situation while maintaining adherence to procedures.
Efficiently manage multiple attorney calendars using Zoho CRM and Acuity, ensuring smooth scheduling for consultations and follow-ups.
Be available for 3 evenings a month to support attorneys at events/webinars. Handle pre and post-event follow-ups to engage non-bookers.
Assist attorneys with engagement letters, manage payments, and track outstanding balances. Ensure leads and PNCs understand the payment process and remain engaged.
Analyze booked and non-booked leads and PNCs to determine patterns and improve conversion rates. Provide detailed reporting to the marketing and sales teams.
Provide outstanding, compassionate support to leads and PNCs, ensuring they feel cared for and confident in their decisions. Assist with technical issues (Zoom, Acuity) and ensure timely responses to client inquiries.
Approach every lead and PNC with curiosity, listen deeply to their needs, and offer personalized solutions. Be passionate about helping people, showing empathy and care throughout their journey.