Client Solutions Specialist

Client Solutions Specialist Job Description

Reports To: Managing Attorney / Office Manager
Classification: Non-Exempt, Hourly
Work Location: On-Site – Marietta, Georgia
Schedule: Approximately 30–35 hours per week, with opportunity for full-time employment based on business needs

Job Summary

Steele Law Firm is seeking a Client Solutions Specialist (CSS) to join our team. This is a non-attorney sales position focused on connecting prospective clients with the legal services they need.

The Client Solutions Specialist will conduct initial consultations with pre-qualified Potential New Clients (PNCs), understand their goals and concerns, explain the Firm's services, and guide them through the decision-making process. The CSS will also follow up with prospective clients who miss consultations or do not immediately engage with the Firm and will assist with onboarding new clients through a professional handoff to the Legal Team.

The ideal candidate is a results-oriented, persuasive, empathetic, and relationship-focused sales professional who is comfortable having meaningful conversations with people who may be facing challenging circumstances.

Key Responsibilities

• Conduct initial consultations with prospective clients in person, by phone, or by video conference.
• Build trust and rapport through compassionate, professional communication.
• Gather information about prospective clients and the matters for which they are seeking assistance.
• Understand the prospective client's goals, concerns, and sense of urgency.
• Educate prospective clients about the Firm's services and how the Firm may be able to assist.
• Use a consultative sales approach to help prospective clients make an informed decision about engaging the Firm.
• Follow up with prospective clients who miss consultations or do not immediately engage.
• Assist with the client onboarding process, including engagement agreements, payment, and coordination with the appropriate attorney and Firm staff.
• Ensure a smooth and professional handoff of new clients to the Legal Team.
• Follow up with new clients after engagement to ensure a successful transition and positive client experience.
• Maintain accurate client and sales records in the Firm's CRM and case management systems.
• Track and report sales and client-conversion metrics, including leads, qualified PNCs, scheduled and attended consultations, conversions, referral sources, and average case value.
• Participate in Staff Meetings and collaborate with Firm leadership and the Marketing Team to improve client communication, satisfaction, and sales conversions.
• Conduct follow-up outreach, including calls to former and existing clients, prospective clients, and professional referral sources.

Qualifications & Experience

• 2+ years of sales experience selling products or services required.
• Proven success using a consultative sales approach.
• Experience selling luxury or high-end products or services strongly preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal, active listening, and relationship-building skills.
• Persuasive and results-oriented with strong follow-up and persistence.
• Empathetic, patient, and comfortable communicating with people in difficult or stressful situations.
• Highly accountable, proactive, and self-motivated.
• Collaborative team player with a growth-oriented mindset.
• Strong emotional intelligence and the ability to build long-term relationships.
• Real-life experience overcoming significant challenges and making positive changes in your life is a plus.

Required Technical Skills

• Microsoft Outlook
• Microsoft Calendar
• Microsoft Word — ability to type 50 WPM
• Microsoft Excel
• CRM systems
• Case Management Systems (CMS)

Important Compliance Requirement

This is a non-attorney position. The Client Solutions Specialist does not provide legal advice, make legal recommendations, or independently approve client engagements. The CSS may communicate Firm-approved fee information but does not independently determine or quote fees.

All client-focused work must be performed in accordance with applicable ethical rules and under the supervision of an attorney.

What Success Looks Like

Success in this role includes:

• Achieving strong client engagement and conversion results.
• Completing timely and consistent follow-up with prospective clients.
• Maintaining accurate sales and client records.
• Ensuring engagement agreements are completed and payment is collected before legal work begins.
• Providing a smooth onboarding experience and successful handoff to the Legal Team.
• Meeting established sales reporting and onboarding expectations.
• Contributing ideas that improve the client experience and Firm processes.

Important Role Requirement

This is a non-attorney position. The Client Solutions Specialist does not provide legal advice or make legal recommendations. All client-focused work must be performed in accordance with applicable ethical rules and under the supervision of an attorney.

Equal Opportunity Employer

Steele Law Firm is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under applicable federal, state, or local law.