Job Summary A Job Where You Can Make a Difference This is not simply a receptionist position. People often contact our law firm when something has gone seriously wrong. They may be frightened about owing the IRS, overwhelmed by debt, worried about losing something they have worked hard for, upset over losing a loved one, angry over being sued or having a claim or unsure how to solve a legal or financial problem. Sometimes the hardest part for them is simply making that first call. You may be the first person who makes them feel that their problem is manageable and that there is a path forward. We are looking for someone who genuinely enjoys helping people. Someone who can listen without judging, bring calm to a stressful conversation, and help a person move from "I don't know what to do" to "I know what my next step is." You won't be providing legal advice. But you will have an opportunity every day to make someone's difficult situation a little easier and to connect them with the professional help they need. At the same time, you'll play an important role in the growth of our firm by helping prospective clients move from their first telephone call through intake, consultation, and, when appropriate, retaining the firm. Your Most Important Responsibility Answer the phone and take excellent care of the person on the other end. You will speak with prospective clients, existing clients, courts, government agencies, attorneys and other professionals. For prospective clients, your job goes well beyond taking a message. You will learn why the person is calling, gather the information we need, identify whether the matter may be a good fit for our firm, explain our process, and help qualified prospective clients move forward. As you learn our practice areas and consultation process, there will also be an opportunity to conduct initial prospective-client consultations. In that role, you will learn how to gather additional information about the prospective client's situation, explain the firm's services and process, discuss fees and engagement options, answer appropriate non-legal questions, and help prospective clients who are ready to move forward retain the firm. You will be trained on the boundaries between providing information about our services and providing legal advice. Legal questions and matters requiring an attorney's judgment will always be referred to an attorney. We are not looking for a high-pressure salesperson. We are looking for someone who can build trust, listen carefully, communicate value and confidently ask for the next step. What You'll Do

• Answer incoming telephone calls promptly and professionally
• Conduct prospective-client intake and gather complete information
• Listen carefully to understand why the caller is seeking help
• Help people who may be anxious, frustrated or overwhelmed feel heard and understood
• Identify matters that may be a good fit for the firm
• Build rapport and trust with prospective clients
• Explain the firm's consultation and engagement process
• Schedule consultations and appointments
• Follow up with prospective clients who do not immediately schedule or retain
• Enter detailed and accurate information into our case-management system
• Respond to routine client inquiries and direct legal questions to the appropriate team member
• Assist with collecting documents and information
• Confirm appointments and assist with client communications
• Monitor outstanding requests and follow up rather than allowing them to sit
• Maintain accurate client and matter information
• Provide general administrative and client-service support to the legal team As You Develop in the Position With training, you may also:
• Conduct initial prospective-client consultations using the firm's established process
• Gather and organize information necessary to evaluate the prospective matter
• Explain how the firm works and the services we offer
• Explain fees and engagement options
• Answer appropriate questions about the engagement process
• Recognize when an attorney needs to become involved in the conversation
• Prepare and send engagement documents
• Guide prospective clients through the process of retaining the firm
• Follow up with prospective clients who need additional time before making a decision
• Help ensure a smooth transition from prospective client to new client Who We're Looking For You genuinely like helping people.

You understand that the person calling may be having one of the worst days they've had in a long time, and you want them to leave the conversation feeling better than when it started. You're warm and professional. You can make someone feel comfortable while keeping a conversation focused and productive. You're confident on the telephone. Speaking with strangers doesn't intimidate you, and you can remain calm when someone is worried, frustrated or upset. You're a great listener. You can hear what someone is actually concerned about, ask thoughtful follow-up questions and identify the important information. You're comfortable talking about money. Discussing fees doesn't make you uncomfortable, and you can explain the value of professional services without becoming pushy. You're comfortable asking for the next step. When someone wants our help, you can confidently guide them through what needs to happen next. You can learn. You don't need to know tax law or bankruptcy law on your first day. You do need to be interested in learning our services well enough to have intelligent conversations with prospective clients and recognize when a question needs to go to an attorney. You're organized and detail-oriented. Calls, appointments, follow-ups and important details don't disappear because you became busy. You take ownership. If you're waiting for something, you follow up. If something needs attention, you make sure it gets to the right person. You're comfortable with feedback. If something needs to be corrected, you make the correction, learn from it and move forward. You're dependable. Because telephone coverage is a primary responsibility, consistent attendance and availability during scheduled working hours are essential. What Success Looks Like

• Calls are answered promptly and professionally.
• Prospective clients feel heard rather than processed.
• Someone who began a call frightened or overwhelmed finishes it knowing what to do next.
• Intake information is complete and accurate.
• Strong prospective clients don't disappear because no one followed up.
• Prospective clients clearly understand what happens next.
• Consultations are scheduled and conducted consistently.
• Prospective clients who are ready for help are confidently guided through retaining the firm.
• Legal questions are appropriately identified and referred to an attorney.
• Follow-ups happen when they're supposed to happen.
• Existing clients receive helpful and professional communication.
• The team can trust that when something is assigned to you, it will be followed through to completion.

About Tomes Law Firm Tomes Law Firm is a New Jersey law firm helping individuals and small-business owners with serious financial and legal problems, including tax matters, bankruptcy, litigation and business matters get a fresh start in life and then set them up for success with estate planning and business growth. Our work is about more than files and paperwork. We help people solve problems that can affect their finances, businesses, families and futures. Every member of our team contributes to that work. You do not have to be the attorney handling the case to make a meaningful difference in a client's life. Sometimes that difference begins simply by answering the telephone, listening and helping someone realize that they don't have to figure everything out by themselves. We believe excellent legal service includes strong legal advice, excellent communication, treating people with respect and following through on what we say we will do. We are looking for someone who wants to become an important part of that experience and grow with the firm. Prior law-firm experience is helpful but not required. Experience in client service, customer service, intake, hospitality, professional services, consultative sales or another telephone-heavy client-facing position may be an excellent fit. Strong communication skills, judgment, organization, confidence and follow-through matter more to us than having previously worked in a law office. Notary Public is helpful to assist with documents that need to be notarized Bilingual in Spanish is helpful as well as some of our clients only speak Spanish If this sounds like an opportunity for you, upload your resume along with a cover letter detailing the following: 1. Why you think you are right for the role 2. What intrigues you about this role 3. What experience you have that makes you feel comfortable speaking with people who are stresed 4. Where you see yourself professionally in 3 years and long term.

Pay:

$20.00 - $25.00 per hour Expected hours: 35.0 - 40.0 per week

Benefits:

Paid time off

Work Location:

In person