Consult Coordinator

Consult Coordinator

The Consult Coordinator serves as the first point of contact for potential clients, playing a critical role in creating a positive initial experience. This position involves speaking with prospective clients to assess their needs, providing general information about the family law process, coordinating consultations with attorneys, and facilitating payment and intake. The ideal candidate will be empathetic, persuasive, and detail-oriented, with a strong background in customer service or sales.

Duties/Responsibilities:

• Serve as the voice of the firm, speaking with prospective clients in a professional and compassionate manner.
• Gather preliminary information from callers and assess their needs to determine alignment with the firm's services.
• Explain the consultation process.
• Schedule a consultation with an attorney best suited to the potential client's case.
• Create leads and maintain accurate and detailed intake records within the firm's system.
• Take and process payments for consultations.
• Handle emotional or upset callers with empathy while maintaining professionalism and control of the conversation.
• Keep conversations on track to ensure all necessary information is gathered in a timely and efficient manner.
• Follow up on pending consult leads to assist in setting appointments.
• Perform additional duties as assigned, supporting the team and ensuring potential client needs are met.

Required Skills/Abilities:

• Excellent verbal communication and interpersonal skills.
• Strong customer service mindset with a calm and confident phone presence.
• Ability to build rapport and trust quickly over the phone.
• Detail-oriented with strong organizational and data entry skills.
• Ability to stay composed when handling high-stress or emotionally charged conversations.
• Clear, confident, and persuasive communication skills.
• Ability to multitask and manage a high volume of calls while maintaining accuracy.
• Proficient with Microsoft Office Suite and comfortable learning new software systems.

Education and Experience:

• High School Diploma or GED required
• Associate's or Bachelor's Degree preferred
• Two or more years of customer service experience required
• Background in sales or client intake highly encouraged
• Legal office or family law experience a plus, but not required

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to speak on the phone for extended periods

Coker, Robb & Cannon is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. CRC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. CRC conforms to the spirit as well as to the letter of all applicable laws and regulations.