Job Description:Task Descriptions include the following. Other duties may beYou are the interface between the Lead and the Firm. You have direct control over others experience with the Firm and play an important part in ensuring that clients are satisfied. It is vital that you approach all interactions with this in mind.As of November 2023, ~12-30 new leads contact the firm. The goal is to qualify the leads, and schedule an initial paid consultation with one of the lawyers.Key Performance Indicator (KPI) #1 is to maintain the current conversion rate of 20% of all leads into consultations.KPI #2 is to respond to new leads or clients within 1 business day of their inquiry. * Desired Results, note training will be provided:a. Leads receive rapid, respectful response to their queries;b. Facilitate the education stage of the client value journey Leads are as educated as possible about the firmscompetitive advantage and culture;c. Leads become clients. Conversion rate at least 20%;d. Incoming communication is dealt with promptly and appropriately:i. Answer phones, take messages;ii. Visitors are greeted and served;iii. All inquiries are answered within 1 business day; andiv. Meetings are booked accurately.e. Leads records are updated in real time;f. All systems, protocols, and conventions are executed accurately;i. You are familiar with our processes generally, and intimately acquainted with the processes related to your position;ii. Client intake is completed:1. Client data is entered to the appropriate database(s);2. Process for initial consultation is completed;iii. Email monitored and cleared daily;iv. Correspondence and documents are filed appropriately;v. Information Management Conventions are implemented; andvi. Tasks are completed, updated, and assigned according to SOPs.g. The lawyers instructions are executed quickly; andh. General administrative duties around the office, including:i. Other tasks as required.2. Guidelinesa. You work in concert with your assigned Lawyers; however, you report and are accountable only to the branchs Sales & Marketing representative;b. When in doubt, ask the Assigned Lawyer or the Team Leader for guidance;c. Approach all outside interaction being mindful that you are officially representing the firm. Do what you can to make sure every contact with the firm is a positive experience. However, do not make promises you or the firm cannot keep;d. If someone is being difficult or rude, maintain your composure and refuse to sink to their level. Try your best to diffuse the situation. If that is not possible, politely excuse yourself and end the interaction. Immediately inform the Team Leader; ande. Think about what would make you more efficient. Are there specific tools that would help? Should a system be changed? When you do find an opportunity to improve efficiency, report it to the Team Leader.Skills and Requirements include the following.
6-10 years of office experience
2 years of experience supporting an executive
2 years of sales related experience which may include supporting a C level whos focus is on sales, consultative sales, upselling and/or appointment setting
Experience supporting Canadian or US executive a plus
High degree of proficiency in spoken and written English;
Ability to work regular business hours on Mountain Standard Time (although we can accommodate slightly earlier or later);
Ability to learn new software (training materials will be available). This includes the ability to quickly learn to use our project management software;
Prior experience with Microsoft Word, Excel, and Outlook is essential;
Prior experience with ClickUp is ideal since we use it more than any other software, but this is not necessary prior experience will speed up the training/orientation process;
Text Expander is used for automating email templates experience is not necessary prior experience will speed up the training/orientation process;
The VA will need to be capable of familiarizing themselves with new software in a reasonably quick amount of time as our tech stack evolves over time;
o Additional training will of course be provided if we change software;Cybersecurity and Privacy Requirements
Develop a robust password to log in to your computer. This password will be minimum 8 characters, include upper- and lower-case letters, numbers and symbols (assuming this is available). This password will be known only to you;
Enable and use a VPN when you are working remotely;
Enable 2-factor authentication on any software that allows for it while you are working and will disable/not use
any offered "shortcuts" such as "remember this device for 30 days";
Ensure any devices used for work are connected to secure, password-protected Internet connections;
Ensure nobody other than the Intake Coordinator has access to electronic devices used for work;
Confirm that no documents or other information will be transferred off of the Intake Coordinators computer other than as required by the Employer this includes electronic transfers (emails, uploading to cloud storage etc) and transfers on USB drives etc.; and
The Intake Coordinator will sign any non-disclosure agreements provided by the Employer.
Training will be provided on our software, standard operating procedures
Shift / Hours:Monday Friday in one single shift, 8:00 AM MST 5:00 PM MST during DST, and from 7:00 AM MST 4:00 PM MST outside of DST. Note this is +15 or +16 Philippine time, which will be 10:00 PM PHT 7:00 AM in PHT.