Job Summary:

The Client Contact Representative is responsible for answering incoming communications for Cordell & Cordell.  This role is responsible for securing and scheduling initial appointments for prospective clients.  This role requires superior customer service skills, sales skills, computer application skills, and working in a fast-paced environment.

This role will require working in-office initially, with the potential to evolve to hybrid or fully remote over time as skills are established.  This role requires working 8 hours, potentially from 10:00am – 7:00pm Central time (department hours are 7:00am - 7:00pm).  The role pays hourly and may offer opportunities for additional overtime hours on weekends.  Performance incentives are also available on a monthly basis.

About Lexicon and Cordell & Cordell:

Lexicon is a professional legal services company that provides 360 degrees of support to Cordell & Cordell, the nation’s largest family law firm.  We are dedicated to a client-centered approach to the services we provide, backed by quality people who can help us succeed. We hire and reward employees who deliver a world-class experience for clients and co-workers, keeping people at the center of our service.  Lexicon exclusively serves Cordell & Cordell.

Responsibilities:

• Manage incoming calls/chats/emails while providing white glove customer service.
• Driving new client acquisition and contributing to firm growth.
• Influence potential clients to schedule initial consultations.
• Maintain clear and concise communications and respond to client inquiries based on location and needs.
• Aligns potential clients with services using a professional consultative sales approach.
• Schedule initial consult appointments and perform conflict checks.
• Handle scheduling conflicts and challenges with diplomacy and a problem-solving approach.
• Strive to meet and exceed individual and team targets related to appointment volume, conversion rates, and quality assurance measures.
• Ensures accuracy and completeness of client information, scheduling information and maintains the integrity of data entered into all systems.
• Alerts management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.
• Updates job knowledge by participating in up-training opportunities.
• Handles sensitive client data with utmost discretion, care, and accuracy.
• Other duties as assigned.

Minimum Requirements:

• High school diploma or general education degree (GED).
• Previous experience in call center, customer service, or other service-based industry.
• Ability to effectively communicate over the phone and in person.
• Computer Skills, such as basic keyboard/typing skills. Must have a basic understanding of the Internet including how to receive and send email.
• Experience with SmartAdvocate is a plus.
• Experience with SharePoint and Confluence preferred but not required.

Lexicon / Cordell & Cordell Core Values:

Collaboration: At Lexicon, an emphasis is placed on working together seamlessly and leveraging the collective strengths of individuals within the organization. Employees promote communication, teamwork, and the sharing of ideas to achieve common goals and objectives.

Responsiveness: Responsiveness measures our ability to react quickly and effectively to changes, demands, or challenges. A responsive Employee fulfills all obligations effectively and timely to our current and future clients, while maintaining effectiveness and staying aware of evolving business needs or circumstances.

Culturally Positive: The “Courage to Ask Why” reflects our culture that encourages curiosity, understanding, critical thinking, and challenging the status quo. Employees professionally question existing processes, seek new viewpoints, and explore customer-focused solutions. Employees embrace and promote the values and beliefs of the organization and demonstrate respect for their colleagues, our clients, and the broader community. Employees create a culture that encourages “asking why” through professional curiosity, understanding, critical thinking, and challenging the status quo.

Customer Service: Employees are committed to prioritize and exceed the expectations of current and future clients. Employees know and anticipate the needs of internal and external customers and act accordingly – providing high priority to customer satisfaction. 

Acknowledgement:

The above statements describe the job’s essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.