Case Specialist

Job Description

Job Description

This role is ideal for someone who wants more than a traditional sales or intake position. Instead of simply processing calls or closing transactions, you will serve as a trusted guide for families navigating addiction, mental health, and crisis situations. The work is deeply human, purpose-driven, and centered around helping people take the first step toward meaningful change for someone they love.

You may be a strong fit for this role if you are someone who naturally builds trust, communicates with empathy and confidence, stays calm in emotionally charged situations, and finds fulfillment in helping others through difficult moments. Every conversation matters, and the impact of your work extends far beyond the sale itself.

You'll need exceptional consultative sales skills to excel in this accountability-driven role. We seek professionals who thrive on guiding families through critical times, establishing trust, and making informed decisions. With a proven sales process and a 40%+ closing rate, you'll have the tools you need to succeed. Our firm values professionalism, responsiveness, and compassion, offering you the chance to contribute to something truly meaningful. If you're ready to apply your high-trust sales expertise to work that genuinely matters, let's embark on this journey together.

Who We Are

At Robinson & Casey, we believe that compassion and doing things the right way go hand in hand. We specialize in Behavioral Health Law — the Marchman Act and Guardianship — which means we walk alongside families in the hardest moments of their lives, guiding them down proven legal paths to lifesaving treatment for their loved ones. 

We're not just in the business of law. We're in the business of helping families rebuild, recover, and move forward — through systems that work, processes we trust, and a team that shows up for every family we serve. 

Our values — Honesty, Courage, Integrity, Empathy, Perseverance, and Service — guide everything we do. 

Please note: Out of courtesy to our office, please apply online. Applicants who call the Firm will not be considered .

$60,000 - $150,000 yearly

The Case Specialist conducts in-depth consultations with prospective new clients (PNCs) with the goal of guiding families through the intake process and retaining legal services. During these consultations, the Case Specialist will:

• Follow established policies and procedures to communicate with PNCs in the most effective, compassionate, and professional manner.
• Gather detailed information regarding the PNC’s circumstances and the legal assistance they are seeking from the Firm.
• Provide reassurance and confidence that the Firm’s attorneys and staff are equipped to support and guide them through their situation.
• Demonstrate empathy, compassion, and active listening throughout every interaction.
• Educate PNCs on the Firm’s services and explain how the Firm may be able to assist with their specific needs.

Client Onboarding & Case Initiation

The Case Specialist will oversee and coordinate the client onboarding process by:

• Preparing Engagement Agreements and collecting payments while collaborating with attorneys for final approval and acceptance.
• Coordinating with the appropriate departments and team members to initiate new cases promptly and efficiently.
• Maintaining detailed and accurate records regarding consultations, communications, and client interactions.
• Following up with PNCs who miss consultations or who choose not to retain services immediately, keeping communication open and supportive should they decide to move forward in the future.
• Actively communicating with management regarding lead quality, consultation trends, and opportunities for process improvement based on direct client interaction and front-line experience.

Collaboration & Team Environment

Success in this role requires strong collaboration skills, emotional intelligence, adaptability, and a passion for helping families during difficult moments. The ideal candidate is able to tailor conversations and solutions to meet each client’s unique needs while working closely alongside a supportive team.

Please note: this is an individual contributor role with no management responsibilities.

Training & Professional Development

We are committed to ongoing growth and development. Training and support provided include:

• Bi-weekly sales training sessions
• Weekly role-play and skill-building exercises
• Call reviews and debriefs
• One-on-one coaching and mentorship
• Team book club and continued learning opportunities

• Minimum of 5 years of experience in sales of products and/or services required; experience selling luxury or high-end services is strongly preferred.
• Education and/or professional experience equivalent to a bachelor’s degree.
• Strong passion for consultative, relationship-driven sales.
• Experience using CRM systems is required, including reporting and pipeline management.
• Previous experience or familiarity with the legal and/or behavioral health industry is considered a plus.

What We Offer

• Competitive compensation
• A structured, growth-focused environment with clear expectations
• Purpose-driven work
• The opportunity to contribute to something meaningful and well-run

At Robinson & Casey, we believe there is a right way to serve families in crisis — through proven systems, clear roles, and consistent execution. We hire thoughtfully and with intention because the families who come to us cannot afford anything less.

We seek individuals who combine professional excellence with empathy and accountability — people who take ownership of their role, follow the processes we've built, welcome feedback, and look for ways to make good systems even better. Our hiring process is designed to ensure alignment on expectations, values, and long-term fit before someone joins the team. Above all, we look for people who care deeply about the families we serve and who understand that doing things the right way is how we save lives.