Intake Support Specialist (Long Term)

Job Summary The Retention Specialist follows up with our clients to determine which of our strategic services fits their specific situation. They also assist with complex cases and help retain clients on the fence about canceling services with the firm. They are willing to build bonds quickly with the clients to maintain a great relationship with our firm. They provide information to the Attorney so they can verify whether we can confidently win the case for the client.Duties/Responsibilities:Learn, memorize, and research the case types we offer at the firm per attorney's guidelines.Qualify each case type based on the attorney's direction, training, FAQ, documents, and other communications.Use the attorney's approved ethical, empathetic selling and de-escalation techniques to appease upset clients considering canceling our services.Review case pricing with clients and determine their best payment option to start a recommended case type.Resolve assigned client escalations and upsell to clients when the legal team recommends additional services for an existing case.Schedule and regularly follow up with all leads that have potential case types to remind them of the value of our services.Recommend our referral program to all admitted clients so that we can also help their friends and family.Assist with the escalation of phone calls of any dissatisfied leads or clients requesting additional information.Qualifications and Requirements:Must have excellent negotiating skills with an ability to close deals with clients.Excellent verbal and written communication skills.World-class customer service skills.Positive attitude.Proven ability to meet deadlines and manage time.#J-18808-Ljbffr