What are the responsibilities and job description for the Intake Coordinator position at Hardie Alcozer?
THE COMPANY
Hardie Alcozer is a client-focused law firm based in Austin, Texas, specializing in estate planning, probate, and fiduciary litigation. The firm is dedicated to demystifying legal processes, ensuring clients understand each step, and empowering them to make informed decisions about their futures.
The firm's ethos centers on providing legal services that are approachable, personalized, and transparent, aiming to make clients feel secure and confident in their legal decisions. Hardie Alcozer is committed to serving the Austin community with integrity and warmth.
Clients have praised Hardie Alcozer for their professionalism, approachability, and dedication. One client noted that the firm "breaks all the stereotypes of lawyers not being good and caring people," highlighting their skillful and compassionate approach.
THE JOB
We are seeking an organized Intake Specialist/Client Coordinator to join our team. This individual will be responsible for taking all incoming calls, qualifying leads, scheduling appointments and signing new clients. The Intake Specialist's goals include engaging, qualifying, scheduling, and signing up new clients. This role is crucial in shaping our clients' first impression and experience with our firm. The ideal candidate will combine excellent communication skills with strong organizational abilities to manage our intake process and ensure potential clients receive prompt, professional attention. The hours for this position are 10:00am – 6:00pm.
THE DUTIES & RESPONSIBILITIES
Specific duties of this position include, but are not limited to:
Lead Management & Client Intake
- Take incoming calls, emails and texts, and determine if we can help the potential new client.
- Articulate value proposition, overcome objections, and, if qualified, work to set a new client consult.
- Schedule appointments as necessary for client call backs.
- Hold intelligent and engaging conversations by phone, email, text, and other tools that are determined to be effective (i.e. meeting customers where they are.)
- Follow-up with potential new clients regularly before adding them to the drip campaign.
- Manage and monitor Lead Docket system for all incoming potential client inquiries
- Conduct initial screening interviews to gather case information and evaluate potential claims
- Follow up with potential clients within established timeframes
- Coordinate with other platforms where we receive referrals, such as Intaker
- Maintain detailed and accurate records of all potential client communications
- Execute new client sign-up process, including e-signature document management
Client Communication & Expectations Management
- Serve as initial point of contact for all potential clients
- Clearly explain firm processes and timeline expectations to new clients
- Coordinate initial client meetings with attorneys
- Provide regular updates to potential clients during the intake process
- Handle initial questions and concerns professionally and compassionately
- Have a firm grasp on our client contract to address all client questions
- Be sure everyone who contacts the firm for help is better off for their effort
Documentation & Compliance
- Ensure all necessary intake forms are properly completed and filed
- Maintain organized digital files for all potential clients
- Ensure compliance with firm policies and procedures regarding client intake
- Complete conflict checks for all potential new clients
- Set our attorneys up for success with new clients by gathering pertinent information and entering it into our CRM
- Maintain and run accurate reports and share insights specific to your KPIs
YOUR QUALIFICATIONS
- HS Diploma and two or four year higher education degree.
- 2 years experience in legal intake or customer service
- Ability to work under time constraints, alone or in a team environment.
- Ability to organize and prioritize numerous tasks and complete them under time constraints.
- Interpersonal skills necessary to communicate in person, by e-mail, and telephone to provide information with courtesy and tact to clients, attorneys, and other staff members.
- Knowledge of Microsoft Outlook, Word, and Excel.
- Exceptional communication skills, both oral and written, coupled with excellent listening skills and a positive and energetic phone presence
- Either previous successful sales experience, debt collection experience or a strong desire to begin a highly successful sales career
- Track record of meeting and exceeding goals
- Naturally curious and passionate; you’re a lifelong learner
- Positive attitude
- Bi-Lingual a plus
- Excellent verbal and written communication skills
- Strong organizational and multitasking abilities
- Proficiency with case management software
- Experience with e-signature platforms and digital document management