About the role
Walker Advertising is seeking a motivated and customer-focused Customer Success Specialist to join our Contact Center and Sales team. In this role, you will play a key part in driving client acquisition and satisfaction by connecting potential clients with Walker’s trusted network of attorney partners. By building strong relationships, addressing client needs, and ensuring seamless agreement execution, you will directly contribute to the company’s mission of serving communities and growing our partnerships.
As a Customer Success Specialist, you will join a collaborative team focused on delivering exceptional results while fostering a supportive and inclusive workplace.
What you'll do
- Client Intake: Obtain appropriate and pertinent information from the potential clients (PC); encourage the PC to sign legal agreements if the lead meets criteria.
- Follow-Up: If lead meets criteria, offers agreement to the PC. Assists the PC with the electronic execution of the agreement. Answers any questions of the PC over the phone. Escalate the call to a supervisor or attorney if legal questions arise or objections cannot be addressed.
- Client Relations: Provide excellent customer service by addressing PC inquiries, concerns, and issues in a timely and professional manner. Act as a liaison between PC and attorneys.
- Documentation: Ensure all necessary attorney intake forms and documents are completed, signed, and filed correctly. Assist with gathering additional documentation from clients as needed.
- Confidentiality: Handle all client information with the highest level of confidentiality and in compliance with legal and ethical standards.
- Collaboration: Work closely with attorneys and other staff members to ensure a smooth transition of clients from intake to case management.
- Maintain a high billable rate, consistently reaching or exceeding quarterly targets
- Aid team members either directly or indirectly by helping sign chase leads or by providing coaching, problem solving, or other helpful solutions
- Tactfully handle difficult PCs or minor technical issues as they arise, requiring minimal management coaching
- Adhere to all call quality, adherence, and chase protocols consistently, receiving 1 or fewer penalties within the calendar year
- Engage in team meetings and provide regular feedback, when appropriate, to management
- Be trusted with new team member onboardings and trainings
Qualifications
- 4+ years of experience in sales, customer service, or law office
- Strong interpersonal and communication skills, with the ability to build trust and rapport.
- Proven ability to meet or exceed performance and sales targets.
- Familiarity with CRM systems or case management software.
- High school diploma or equivalent.
Preferred:
- Legal or law office experience
Benefits/Perks
- 3 Weeks Paid Time Off
- 12 Weeks of Guaranteed Paid Parental Leave
- Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
- 401(k) Retirement Savings Plan
- Wellness Initiatives/Employee Assistance Program
- Rewards and Recognition Programs
- Career Development Opportunities
Pay Range
$26-$29/hr plus Bi-weekly Bonuses (Remote - United States)
AI Disclaimer & Accommodations
We may use AI-enabled tools to assist with certain parts of our hiring process, including application review and candidate evaluation. These tools support our team and are used with human oversight. All final hiring decisions are made by humans.
If you require reasonable accommodations during the application process or have questions about our hiring process, please contact [email protected].
About Walker Advertising
Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect.
We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person.