Description

At the Lovely Law Firm, the Intake Specialist acts as a “Manager of First Impressions” by enhancing the client experience to increase conversion rates and build trust and confidence with every caller. Provides world-class customer service in a professional manner. Demonstrates the values of the firm: be strategic, be innovative and be the voice of the voiceless.

• Upholds client and firm confidentiality. 
• Assures that all phone calls are answered by the 2nd ring, professionally, and using a friendly greeting.
• Conveys confidence and empathy on intake phone calls.
• Sets the tone and pace of potential new client phone calls.
• Obtains pertinent information from new and existing clients and callers.
• Act as the primary representative of the firm by making initial contact with potential clients, asking questions, listening to client concerns, and obtaining necessary facts to determine eligibility for representation by our firm.
• Follows up on pending wanted cases.
• Refers cases not meeting firm criteria to referral attorneys.
• Compiles new client packets and other administrative mailers.
• Directs callers to the appropriate department and takes messages as needed.
• Maintains utmost professional standards towards the Firm and its clients. 
• Demonstrates a willingness to take on new tasks with a general attitude that no task is too small, impossible, or cannot be improved. 
• Performs other related duties as assigned.

Requirements

• Strong customer service skills, including compassion and empathy.
• Active listening, critical thinking, and analytical skills.
• Effective problem-solving abilities.
• Excellent written and verbal communication skills and organizational abilities.
• Ability to develop trust with clients and associated team members.
• Solid knowledge of Microsoft Word and Excel.
• Professional demeanor and appearance.
• Strong personal focus on meeting or exceeding individual, department, and Firm expectations.
• Ability to work effectively within a team-oriented work environment.
• Ability to work independently and efficiently; prioritize tasks.