JOB TITLE: Intake Specialist

EMPLOYER: Elk & Elk

DEPARTMENT: Intake Department

REPORTS TO: Intake Manager

SUMMARY: Receives and qualifies new and prospective clients. Responsible for supporting the firm's new client workflow while providing high-quality service and ensuring accurate capture/data entry into the firm's case management system.

DUTIES AND RESPONSIBILITIES:

· Respond to live calls, emails, attorney requests, and info mail messages for potential new clients.

· Evaluate prospective client inquiries and analyze their case fit. Enlist Team Lead or Attorney assistance when needed.

· Offer superior service and ensure potential clients feel seen and heard.

· Ensure the integrity of all new data being entered into the system.

· Coordinate necessary new client documentation, both electronic and hardcopy.

· Maintain a polite, professional, and courteous attitude in all interactions.

· Uphold punctual adherence to scheduled work hours.

· Assist with special projects and other duties as assigned.

QUALIFICATIONS:

· Possess excellent client service skills.

· Ability to console and advise distressed callers.

· Detail oriented and proficient in data entry.

· Ability to understand the nuances of different cases and decide whether to transition a caller to a new client.

· Ability to communicate effectively, both verbally and written.

· Excellent organizational and time management skills.

· Remain flexible to changes in work schedule and location (remote to in-office as needed)

· High School diploma or equivalent required.

· Previous legal experience is a plus.

· 3 years of call center experience preferred.

· Must have basic computer proficiency, MS Office Suite (Word, Excel, Outlook).

· Ability to learn new software and platforms.

CORE COMPETENCIES:

Customer Service – Manages difficult or emotional client situations; Responds promptly to client needs; Collaborates with other departments to ensure a high level of service; Meets commitments and deadlines.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Cleveland, OH 44124: Relocate before starting work (Required)

Work Location: Hybrid remote in Cleveland, OH 44124