Overview:

The LaBre Law Office is looking for a compassionate and productive Intake Specialist who will focus on providing people who contact us with the ultimate customer service experience. This position will handle critical tasks to ensure all callers and visitors feel welcomed and that we care about helping them.

This is a position that balances the art and science of outstanding customer care. It requires the right combination of empathy, communication skills, attention to detail, and technical know-how. You'll play an integral role in creating memorable client experiences and helping the owner of the firm grow the business.

There will be training on the types of legal matters we handle, how we track our leads, how to use our calendaring system. However, we are looking for someone who can hit the ground running. This is NOT the right opportunity for someone looking for their first professional job or for an introduction into customer service.

Benefits:

• Salary $35,000.00 - $40,000.00 depending upon experience.
• Health insurance and 401(k) benefit upon successful completion of the probationary period.
• Opportunity for bonuses depending upon the number of appointments you are able to schedule for the firm.
• Paid holidays and 15 days paid time off per year.

Reporting Relationship:

The Intake Specialist works under the supervision of the Owner.

Authority:

Support employees are prohibited by the ABA’s rules of Professional Conduct and State Bar Association rules from practicing law. All work done by the Client Care Specialist must be in support of and under the direct supervision of an attorney. In dealing with clients, the Client Care Specialist must be careful not to inadvertently slip into the unlawful practice of law. This would include answering client questions about what will happen in their case or recommending that a client undertake a certain course of action during their case.

Essential Duties and Responsibilities:

• Create and maintain potential new client files for each potential new client (“PNC”).
• Greeting visitors, prospects, clients, and referral sources.
• Talking to potential clients to find people who are A clients who need the firm’s help.
• Screening out unqualified leads to protect sales and the attorneys’ time.
• Scheduling the right clients with the right expectations and the right type of legal problem initial consultations and client appointments.
• Ensuring the firm calendar, owner calendar, and sales calendars are up-to-date and organized, reflecting important meetings, deadlines & reminders.
• Following up with potential clients before and after their initial consultation.
• Smoothing out the engagement process by sending the contracts and making sure new clients feel welcomed.
• Make regular contact with current clients and former clients to ensure we keep our relationship alive and find ways to continue to be of service.
• Schedule continuing intake process with a paralegal or legal assistant and strategy session with attorney.
• Ensure proper transition of the sales file to the office administrator, paralegal, and attorney.
• Participate in weekly and quarterly meetings to review the amount of appointments scheduled.
• Receive payments.
• May perform some administrative activities such as booking meeting rooms, hotel rooms, and arranging transportation.

Education & Experience

The Intake Specialist should have:

• A college degree.
• Experience in sales.
• Prior customer service experience required.
• Experience with a client relations management software (“CRM”), particularly data tracking and reporting, required.
• Knowledge of the legal industry is an asset.
• Real life experience & a few “battle scars” to give you empathy and understanding is an asset. Experience overcoming a major obstacle in life and making an important change in your life, so you know at your core that others can do it too, is a plus.

Confidentiality

The Client Care Specialist is bound to confidentiality regarding all matters that occur inside the law office. All members of the Michigan and Indiana State Bars are bound by the confidentiality provisions of the Rules of Professional Conduct, as are all non-lawyer assistants and independent contractors working for the Firm. These provisions include the obligation to protect from even inadvertent disclosure all information covered by the privileges that attach to attorney/client communications and attorney work product. Our Firm takes its responsibilities in this regard very seriously. Any violation of this provision is grounds for immediate termination of employment.

Key Performance Indicators

• Timely appearance at work.
• Professional attire.
• Scheduling at least 30% of all leads calling to the firm.
• 100% tracking of marketing method client came to the office
• 100% obtaining PNC phone number, email, and address.
• 100% call reminders to PNC of sales appointment and strategy session appointment.
• 100% accurate tracking of matter status in the firm’s CRM
• 100% accurate tracking of PNC temperature gauge in firm’s CRM.
• 100% keeping notes on PNCs
• 95% following up with PNCs for sales calls
• Noticeable helpfulness around the office.

Job Type: Full-time

Pay: $17.50 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: In person