Customer Service Manager

Job Description

Job Description

We are a small, but rapidly growing Estate Planning Firm in Indianapolis, IN, looking for a non-attorney Salesperson with consultative sales experience. This position, referred to internally as the Client Experience Manager (CEM), is responsible for conducting sales conversations to identify the potential client’s problem or opportunity, and when appropriate, educating them on Firm-provided solutions.

Potential clients reach out to us for help with understanding and resolving complex problems related to estate planning. Our firm offers solutions that help them protect their family and meet their goals. We will never ask you to sell anything to anyone if it is not in that person’s best interest. So, if you think that “sales” is something you do to someone and not for them, then please don’t apply. If you cannot discuss big price points or recognize that every problem presents an opportunity, then you are not the right person for the job. However, if you truly want to help people solve complex problems and can approach conversations with maturity and sensitivity, then this position can be highly rewarding to you personally, professionally, and financially.

While we strongly support personal and professional development, we do not have time to teach you the importance of following up with someone when you say you will, how to use technology, or overcome your fears of having a sales conversation or asking for money. However, we will provide you with all the training you need to best help clients.

This position will be hybrid. A majority of the work will be performed remotely; however, families may request an in-person consultation.

Compensation:

$30,000 - $45,000 yearly

Responsibilities:

• Conduct sales conversations to identify problems and sell solutions
• Oversee the client onboarding process to ensure a smooth transition to the legal team
• Follow up with potential new clients to help them come to a decision about moving forward
• Track and report metrics on marketing & sales conversion data
• Maintain records and enter critical data into the firm’s systems

Qualifications:

Our Ideal Candidate Will:

• Understand how to build a relationship with a person
• Show the ability to interact with different types of personalities
• Show empathy to potential clients and put them at ease during a difficult time
• Know how to close a sale by creating urgency and promoting value
• Demonstrate exceptional communication skills, both over the phone and in writing
• Think on their toes and not get discouraged when things don’t go as planned
• Treat a call or meeting at 4:30 PM on a Friday with the same care and compassion as one on Monday morning
• Follow instructions and understand the importance of policies and procedures
• Be a team player who consistently acts with respect and integrity
• Be tech savvy (we use law firm systems and cloud-based software)

Real-life experience and a few “battle scars” providing empathy and understanding are assets. Experience overcoming a major obstacle and making important changes in your life, so you know at your core that others can do it too, is a plus.

The Client Experience Manager does NOT give legal advice, so legal experience is not required. Prior sales and customer service experience is required because we can teach you our process for engagement and how our services help clients, but we can’t teach you how to take initiative, be empathetic, demonstrate ownership, and be confident.

We are looking for a results-oriented team player who wants to have a positive impact on people’s lives while helping us grow the firm. The person we hire must bring a high level of energy, positivity, and a can-do attitude to work every day.

We are BIG believers in the value of a team. If you prefer to be a “lone wolf,” this job is not for you. We collaborate and support each other.

We are looking for individuals with fire and ambition, not excuse-making “clock-watchers” who will hide under their desk waiting to be told what to do.

If you come from the school of thought that making a sale is all about what you can “get” from a prospect or what you can “talk them into,” you won’t be happy here. We believe in consultative selling where we help our prospective new clients make sense of their situation, weigh their options, and make important and often difficult decisions. We see the sale as the beginning of a long-term relationship with our prospective clients. If you are interested in a fulfilling career that offers performance bonuses, key benefits, training and professional development, respect, and an opportunity to really help people, then please apply.

About Company

Norton Estate Planning & Elder Law Firm, LLC is a law firm committed to helping individuals create a personalized estate plan that meets their expectations. The firm is comprised of individuals who believe in education, maintenance, and collaboration.

We believe that estate planning should focus on providing you with a plan that reflects who you are, maximizes your control during life, protects you and your wishes in the event of a disability, and provides the instructions for carrying out your legacy at your eventual death.

Norton Estate Planning & Elder Law Firm, LLC is designed to provide the steps for initially setting up your plan, maintaining the plan once in place, and assisting with the administration of the plan once death occurs.

We believe in proactively engaging the family and collaborating with professionals across various fields to create a plan that "Protects Your Dignity and Secures Your Legacy."