Client Intake and Engagement Assistant

This is a fully remote position, open to applicants in Honduras, +6 more countries.

📋 Description

• Generate regular sales and performance reports for review by leadership.

• Keep detailed and accurate records of prospects in the CRM system.

• Assist in developing and enhancing lead follow-up processes and conversion strategies.

• Arrange paid consultations for qualified prospects and accurately process related payments.

• Work alongside team members to enhance intake procedures, client experience, and operational efficiency.

• Monitor lead activity, consultation results, and conversion metrics.

• Analyze call recordings to uncover opportunities for better communication, efficiency, and conversion performance.

• Conduct challenging client conversations professionally while safeguarding attorney availability and upholding the firm's reputation.

• Document all communications, activities, and updates concerning leads and consultations.

• Follow up with qualified leads to encourage scheduling of consultations.

• Equip attorneys with essential prospect details for effective meetings.

• Collect and organize relevant client information prior to consultations.

• Refer unqualified prospects to suitable referral partners and maintain records of referral communications.

• Ensure professional and positive interactions with prospects.

• Perform initial screenings to assess eligibility and alignment with firm criteria.

• Uphold compliance with internal processes, standards, and confidentiality requirements.

⛳️ Requirements

• Availability Monday through Friday, from 8 AM to 5 PM PST.

• Expected call volume ranges from 16 to 30 calls per day.

• Preferred 2–3 years of experience in client intake, lead management, customer service, sales support, or a related field.

• Capability to conduct qualification screenings and evaluate prospective client needs.

• Experience in scheduling appointments and managing calendars.

• Ability to engage in sensitive conversations with professionalism and discretion.

• Strong written and verbal communication skills are essential.

• Excellent organizational and documentation skills.

• Comfortable utilizing CRM platforms and digital communication tools.

• Proficiency in maintaining accurate records and tracking client interactions.

• Preferred experience in reviewing call recordings and identifying opportunities for process improvements.

• Ability to prepare reports, monitor metrics, and contribute to operational enhancements.

• Bilingual communication skills in English and Spanish.

• Skills in client intake and qualification.

• Experience in lead follow-up and nurturing.

• Proficient in appointment scheduling.

• Knowledge of payment processing.

• Commitment to customer service excellence.

• Experience in relationship management.

• Proficient in CRM management.

• Support experience in sales.

• Accuracy in data entry.

• Skills in report preparation.

• Competence in metrics tracking and analysis.

• Strong active listening skills.

• Professional phone etiquette.

• Problem-solving abilities.

• Effective time management skills.

• Strong organizational and prioritization skills.

• Attention to detail is crucial.

• Adaptability and quick learning ability.

• Professional judgment in various situations.

• Skills in boundary setting and conflict management.

• Commitment to confidentiality and discretion.

• Mindset geared towards process improvement.

🏝️ Benefits

• Opportunity to work remotely.

• Environment recognized with Great Place to Work Certification.

• Guidance from recruiters throughout the application process.