Outbound Caller

Outbound Caller – Wilson & Kinsman, Attorneys at Law

Location: Elkhart, South Bend, Indiana (In‑Office Position)
Employment Type: Full-Time

About Us

Wilson & Kinsman is a respected Indiana law firm representing clients in criminal defense and personal injury matters. We pride ourselves on professionalism, integrity, and delivering a high‑quality client experience during some of the most stressful moments in people’s lives. Our team is expanding, and we are seeking an Outbound Caller who is articulate, determined, empathetic, and thrives in a high‑volume communication environment.

Position Overview

The Outbound Caller plays a critical role in client engagement, follow‑up, and ensuring that every potential or current client receives a supportive and professional experience. You will be the first touchpoint for many individuals seeking legal help, making strong communication skills, reliability, and emotional resilience essential.

This role is ideal for someone who is ambitious, customer-service driven, thick‑skinned, and confident on the phone.

Key Responsibilities

Client Communication & Engagement

• Make high-volume outbound calls to current, prospective, or returning clients using firm-approved scripts.
• Build quick rapport using a warm, professional, and respectful tone.
• Gather and accurately document client information, case updates, and intake details in the designated platform.
• Clearly explain next steps, appointment expectations, and important logistics.

Follow-Up & Conversion

• Conduct follow-up calls for leads, missed consultations, or incomplete onboarding tasks.
• Re-engage unresponsive clients across phone, text, and email communication channels.
• Confirm or reschedule appointments and ensure clients have all required documentation.
• Identify barriers preventing client follow-through and escalate concerns when necessary.

Internal Coordination

• Relay key information to internal teams, including liaisons, attorneys, and coordinators.
• Collaborate closely with intake, reception, and liaison teams to maintain message consistency.

Data & Reporting Responsibilities

• Accurately log every call attempt, connection, and outcome in the appropriate system.
• Track daily call volume, connection rates, and assigned follow-up tasks.
• Identify trends such as unreachable clients or recurring communication barriers and report them to leadership.
• Maintain organized lists of open tasks and pending follow-ups.

Quality & Standards

• Uphold Wilson & Kinsman’s core values on every call.
• Maintain empathy, patience, and composure—even during difficult conversations.
• Meet or exceed KPI goals related to call timeliness, documentation accuracy, client satisfaction, and follow-up completion.

Ideal Candidate Qualities

We are looking for someone who is:

• Articulate – able to communicate clearly, professionally, and confidently.
• Determined – persistent in follow-up and able to handle high call volume without discouragement.
• Customer-service driven – naturally focused on helping others and creating positive experiences.
• Strong phone etiquette – professional, warm, and attentive.
• Ambitious – motivated by goals, performance, and personal growth.
• Reliable – dependable, punctual, and consistent with follow-through.
• Thick-skinned – handles rejection and stressful client situations with maturity.
• Empathetic – able to speak with clients experiencing stress, fear, or frustration with compassion and patience.

Qualifications

• Prior experience in high-volume calling, customer service, intake, call centers, or client communication roles preferred.
• Strong written and verbal communication skills.
• Ability to multitask while maintaining accuracy in documentation.
• Comfortable working in fast-paced, high‑accountability environments.
• Familiarity with legal intake software or CRM tools (PracticePanther experience is a plus).

Compensation & Benefits

• Health, dental, and vision benefits (if applicable)
• PTO and paid holidays
• Opportunities for advancement within a growing law firm
• Supportive team culture and leadership invested in your professional development
• 401(k) Profit Sharing

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $16