Client Services Enrollment Specialist

The Client Services Enrollment Specialist (CSES) personally and professionally supports the vision and mission of the law firm. Overall, the Client Enrollment Supervisor is responsible for providing high level coordination and administrative support while providing the highest standard of service to clients.

The primary responsibility of this position is to get prospective clients into workshops or initial meetings for attorneys to be able to be retained. The CSES manages and coordinates all firm interaction with the community to obtain community presence and follow up with allied professional relationships to maintain the created brand by owner/attorneys to agencies and professionals in the community that serve the target market. The CSES is responsible to maintain community and professional relationships that send referrals to the firm to ensure all their needs are met in a way that enrolls them into referring to the firm.

The CSES works independently and collaborates with law firm owner and staff to foster a team spirit in cooperation with the firm management. All law firm employees must always maintain confidentiality with regard to clients, firm interest, and employees. The CSES may perform other duties as necessary to keep the production and administrative functions of the firm operating smoothly and efficiently.

Duties & Responsibilities

• Manage all professional relationships and ensure their needs and expectations are being met.
• Manage all community relationships to ensure their needs and expectations are being met.
• Establish referral goals from each referral source type and work with law firm team and marketing to obtain referral goals.
• Follow-up with all cancelled or no-show client appointments to ensure rescheduled timely
• Ensure quality customer service to clients, potential clients, and their families
• First contact for all new callers to firm and enroll into workshop or initial meeting
• Responsible for scheduling all office appointments for staff and confirmation calls for workshops and initial meetings
• Convert workshop attendees to vision meetings and follow up in a timely manner
• Monitor calendar to ensure monthly goal is reached
• Update calendar to reflect prospect conversion in client management software
• Ensure all client and allied professional inquires, calls, emails are handled timely
• Communicate with attorney as needed regarding all prospect needs and/or questions
• Workshop e-mail registration through the website follow-up and confirmation
• Organization and stocking of waiting area and conference rooms
• Creating manual files as well as e-files for all prospect and professional and community relationship matters
• Copying, filing, scanning and maintenance of prospect and professional and community relationship files
• RMS survey results data entry
• Manage all private and community presentations
• Enter data from synergy, strategy and relationship new meetings held by attorneys
• Schedule all follow-up tasks and meetings with community and professional relationships
• Maintain and manage relationship with all maintenance clients
• Navigation through client management software and tools
• Project creation and management related to department heads
• Client event planning and management
• Mailing sorting/deliveries as relevant
• Ensure correspondence is mailed in a timely manner
• Workshop preparation i.e. confirmation calls, Focuser and nametags
• Actively participate in staff calls and team meetings
• Complete projects or tasks as requested by Supervisor within the time frame allotted
• Travel to training events and other events as needed
• Adhere to firm established core values
• The firm reserves the right to add or change duties at any time

Qualifications Required​​​​​​
Academic:

• Associate Degree or a High School Diploma with 2 to 3 years Member/Client Services/Sales experience.

​​​​​​​Skills/Knowledge & Ability:

• Strong sales and enrollment skills
• Above average administrative/clerical/technical skills, and the ability to operate necessary office equipment and software;
  • Computer, Telephone, Fax, Scanner, Copier, Postage Meter
  • Microsoft Office Suite (Excel, Outlook, Word, Publisher, Power Point)
• Type proficiently and accurately at a minimum of 35 to 40 words per minute.
• Knowledge, skills and ability to perform functions and develop administrative procedures and systems to manage all task at hand such as;
  • documenting information
  • word processing (dictation, correspondence, memos, etc ... )
  • data entry and verification
  • managing files
  • project management
  • designing forms, training and/or marketing materials
  • drafting legal documents
  • compile data and preparing financial reports
  • mail merge/mass mailings
• Skilled at formatting and communicating effectively in writing as appropriate for the needs of the audience.
• Ability to understand the written word, sentences and paragraphs in work related documents.
• Highly developed time management, organizational and prioritization skills with the ability to multi task with clarity; facilitating several projects at the same time with the ability to monitor and assess one's own self.
• Skilled at getting information by observing, receiving and/or researching to obtain information from relevant sources.
• Knowledgeable and able to evaluate information to determine compliance with standards.
• Able to remember information such as words, numbers and procedures.
• Professional level communication, interpersonal and relationship building skills. Able to listen (give full attention to what other people are saying), be empathetic and influence other people in written or verbal forms. Creatively presenting and disseminating information and concepts in an effective manner.
• Remain current with ever changing technology.
• Demonstrate aptitude for working in sensitive environments requiring a high degree of confidentiality.
• Able to identify developmental needs of others and coach, mentor or otherwise help others to improve their knowledge or skills.