Our MetroWest-based boutique Estate Planning and Elder Law Firm is looking for a compassionate and productive Client Intake Specialist who will focus on providing people who contact us with the ultimate customer service experience.  

The Client Intake Specialist's primary goal is to build relationships with our former, current, and potential new clients on the telephone and in person when they visit our office. The Client Intake Specialist should focus on converting appropriate leads (callers) into potential new clients (PNCs) by scheduling them for initial consultation and following up with PNCs after consultations.

This is a position that balances the art and science of outstanding customer care. It requires the right combination of empathy, communication skills, attention to detail, and technical know-how. You'll play an integral role in creating memorable client experiences and helping the owner of the firm continue to grow the business

SEE INSTRUCTIONS FOR APPLYING AT THE END. APPLICATIONS THAT DO NOT FOLLOW INSTRUCTIONS WILL NOT BE SEEN OR RECEIVE A RESPONSE.

• Talk to prospective clients, and identify whether they are qualified leads by asking a series of questions designed to speak to the ideal A+ client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest.
• Schedule qualified leads for initial sales consultations (sales calls).
• Initiate the pre-engagement glidepath for all prospects scheduled for initial consultations to create/foster a sense of excitement and urgency about engaging the firm, and improving the "show up rate" for people showing up for initial consultations.
• Stay in contact with leads who do not schedule consultations, PNCs who do not appear for their consult, and PNC's that do not sign up after their initial consultations to keep the door open for them to come in when they are ready
• Update the Firm's database.
• Assist other staff as requested and perform other general office duties as needed.

• Prior customer service experience required.
• Education or work experience equivalent to a bachelor's degree.
• Experience with a CRM, particularly data tracking and reporting, required.
• Knowledge of the legal industry is an asset.
• Real-life experience and a few "battle scars" to give you empathy and understanding are assets. Experience overcoming major obstacles in life and making an important change in your life, so you know at your core that others can do it too, is a plus.
• We are building our A-Team. There will be training on the types of legal matters we handle, how we track our leads, and how to use our calendaring system. However, we are looking for someone who can hit the ground running. This is NOT the right opportunity for someone looking for their first professional job or for an introduction into customer service. No drama, positive problem solvers only need apply.

To apply, also prepare a cover letter that explains what you believe are the 3 most important qualities needed to be successful in this role. As a closing sentence, please write, “I have read the instructions contained in the job posting and have followed the instructions.” Send us your resume and cover letter in PDF format to jay@jmarsdenlaw.com. The subject line of the email should be I PROVIDE OUTSTANDING CLIENT SERVICE.

Marsden Law is a fast-growing Metro West-based law firm that does things differently. We believe in a coordinated and comprehensive approach to planning. We speak "investments" fluently through our affiliated investment practice.

We are able to solve issues for clients on multiple levels and offer a number of one-stop solutions that come from a wide range of unique options. We are deeply committed, and as a result of our success, we are looking to take client experience to the next level with a number of strategic hires to better serve clients and their families.