<div><body>About the roleWalker 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<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Client Intake: Obtain appropriate and pertinent information from the potential clients (PC); encourage the PC to sign legal agreements if the lead meets criteria. </li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">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.  </li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">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. </li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"> Documentation: Ensure all necessary attorney intake forms and documents are completed, signed, and filed correctly. Assist with gathering additional documentation from clients as needed. </li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Confidentiality: Handle all client information with the highest level of confidentiality and in compliance with legal and ethical standards. </li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Collaboration: Work closely with attorneys and other staff members to ensure a smooth transition of clients from intake to case management. </li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Maintain a high billable rate, consistently reaching or exceeding quarterly targets</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Aid team members either directly or indirectly by helping sign chase leads or by providing coaching, problem solving, or other helpful solutions</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Tactfully handle difficult PCs or minor technical issues as they arise, requiring minimal management coaching</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Adhere to all call quality, adherence, and chase protocols consistently, receiving 1 or fewer penalties within the calendar year</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Engage in team meetings and provide regular feedback, when appropriate, to management</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Be trusted with new team member onboardings and trainings</li></ul>Qualifications<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">4+ years of experience in sales, customer service, or law office</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Strong interpersonal and communication skills, with the ability to build trust and rapport.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Proven ability to meet or exceed performance and sales targets.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Familiarity with CRM systems or case management software.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">High school diploma or equivalent.</li></ul>Preferred:<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Legal or law office experience</li></ul>Benefits/Perks<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">3 Weeks Paid Time Off</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">12 Weeks of Guaranteed Paid Parental Leave</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">401(k) Retirement Savings Plan</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Wellness Initiatives/Employee Assistance Program</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Rewards and Recognition Programs</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Career Development Opportunities </li></ul>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 OWSC@walkeradvertising.com.</body></div>

Intake Specialist II