Description We are not your typical small law firm. Our entrepreneurial law firm is poised for aggressive growth, and we're looking for an Intake Specialist who can hit the ground running to give callers and visitors an outstanding customer service experience.
Our Intake Specialist will build relationships with people who contact our firm looking for help with a legal or personal crisis. Success in this position requires that you display a combination of empathy, experience, and skill. You will play an integral role in creating memorable experiences for potential clients who contact our firm.
We are vested in finding the right fit for our team. Please read these details and if it resonates you, that is a good indication that you may be our perfect candidate. If you don't love everything in this ad, please don't waste our time or yours by applying.
We believe each member of our team holds themselves and their teammates accountable, so that dependability is always there and each person respects what others on the team do. We also find that communication and camaraderie in a fast-paced business that has fun and celebrates growth and successes, makes it a place worth working. This is why Teamwork and Integrity are part of our core values.
We believe it is important to create an atmosphere where each team member can be productive and where they can hone their skills, so they are always learning, growing and improving. We believe our customers are at the core of every successful business, and it is important to listen to what they want so we can meet their needs while giving them incredible customer experience that creates raving fans. That is why the experience of our employees and our customers working with us is integral to everything we do.
We know there are always better ways, and we encourage our team to use creativity and their passion to help drive new ideas and streamlined procedures to always provide top quality results. That is why Excellence and Innovation are part of our core values.
Yes, we are a fun, vibrant team, we believe in Systems and Key Performance Indicators, so we know we are always working in a streamlined fashion and driving results.
If these last few paragraphs make you want to run for the hills, then don't bother applying. We are vested in finding the best of the best who love what they do and want to be on this mission with us! We expect greatness and are willing to help you get there, but we will also be just as honest in our quarterly reviews if you are not reaching the expectations that have been set. We want our team to know if they are getting an A, or if they are falling short and how they can get up to the A+ status. If you don't thrive on honing your skills and learning new ways, then this likely is not the right job for you. From our Receptionist to our CEO, we want every person on the team thriving and growing every month.
Who we are looking for: Our Intake Specialist is a superstar who supports our business by developing rapport with our potential clients through the initial contact.
Our Intake Specialist will be responsible for triaging the needs of potential clients and offering a variety of tools to help the business owner move forward including an opportunity to speak with our Client Engagement Specialist.
Our Intake Specialist will input lead information into our CRM system and prepare the information for the Sales Team.
- Competitive salary, commensurate with legal experience and qualifications
- Comprehensive health benefits
- 401(k) retirement plan with firm contributions
- Generous paid time off, including vacation, personal days, and firm-recognized holidays
Responsibilities The Intake Specialist shall do the following:
Initial Client Intake:
• Use our intake scripts to learn about the potential client and their current needs; ask questions, confirm ideal client; identify their most important goals; offer solutions to help the person move forward.
• Schedule potential client with our Client Engagement Specialist
• Organize leads and follow-up activities to ensure each person has engagement.
• Provide feedback on other types of services to offer, marketing ideas, marketing messaging improvements, etc.
• Provide a monthly report on actions taken, feedback received and suggestions on how to improve our services.
Connecting with Our Ideal Audience:
• Weekly provide a verbal report and monthly provide a written report regarding what our target audiences report they want and recommendations on how we may be able to pivot our products or packages to better help our ideal clients.
• Identify new Creative Deliverables (checklists, handouts, etc.) that we could use to help our clients.
Administrative:
• Assist with policies and procedures and systems in the business.
• Draft SOPs related to the intake processes.
Reception:
• Backup Receptionist as required
Qualifications Key skills: • Confidence
• Communication skills
• Organizational skills
• Adaptability
• Good teamworking skills
• IT skills
Requirements: • Resilient problem-solving skills
• Proven experience in customer relations = 5+ years
• Ample understanding of business principles
• Clear communication and people skills
• Substantial attention to detail including grammar and spelling
• Ability to prioritize tasks and adhere to deadlines in a fast-paced environment
• Phenomenal organizational skills
• Excellent knowledge of basic office programs, marketing computer software and online applications (CRM tools, Online analytics, etc.) You must be comfortable with a computer and demonstrate proficiency with common office applications (Word, Outlook email & calendar, Google, Facebook, and so on).
• You MUST be a positive person.-High School Diploma; BS in Marketing, Business or relevant field is a strong advantage
We work with people experiencing a combination of stress, anxiety, sadness, confusion, and sometimes anger. We are looking for someone who can dig in to find how to help people. If this sounds like you, we look forward to meeting you.
There will be training on the types of legal matters we handle, how we track our leads, and how to use our calendaring system.