Case Specialist

About the Role

This role is ideal for someone who wants more than a traditional sales or intake position. Instead of simply processing calls or closing transactions, you will serve as a trusted guide for families navigating addiction, mental health, and crisis situations. The work is deeply human, purpose-driven, and centered around helping people take the first step toward meaningful change for someone they love.

Responsibilities

• Follow established policies and procedures to communicate with PNCs in the most effective, compassionate, and professional manner.
• Gather detailed information regarding the PNC’s circumstances and the legal assistance they are seeking from the Firm.
• Provide reassurance and confidence that the Firm’s attorneys and staff are equipped to support and guide them through their situation.
• Demonstrate empathy, compassion, and active listening throughout every interaction.
• Educate PNCs on the Firm’s services and explain how the Firm may be able to assist with their specific needs.
• Oversee and coordinate the client onboarding process by:
• Preparing Engagement Agreements and collecting payments while collaborating with attorneys for final approval and acceptance.
• Cooking with the appropriate departments and team members to initiate new cases promptly and efficiently.
• Maintaining detailed and accurate records regarding consultations, communications, and client interactions.
• Following up with PNCs who miss consultations or who choose not to retain services immediately, keeping communication open and supportive should they decide to move forward in the future.
• Actively communicating with management regarding lead quality, consultation trends, and opportunities for process improvement based on direct client interaction and front-line experience.
• Collaborating with the team to ensure smooth case initiation and ongoing support.

Qualifications

• Minimum of 5 years of experience in sales of products and/or services required; experience selling luxury or high-end services is strongly preferred.
• Education and/or professional experience equivalent to a bachelor’s degree.
• Strong passion for consultative, relationship-driven sales.
• Experience using CRM systems is required, including reporting and pipeline management.
• Previous experience or familiarity with the legal and/or behavioral health industry is considered a plus.