Intake Specialist
Description
We are looking for Intake Specialists to handle the initial intake process for leads or clients seeking services or assistance from a law firm. Your primary responsibility is to gather essential information, assess needs, and determine the appropriate course of action and/or schedule consultations with lawyers. Here's a description of the key aspects of the role:
- Initial Contact: You serve as the first point of contact for individuals reaching out to the law firm. This can be done via phone and/or email. You must be friendly, empathetic, and professional in your communication to make a positive impression and build rapport.
- Information Gathering: You collect pertinent information from the individuals seeking assistance. This includes personal details, contact information, specific needs or concerns, relevant background information, and any supporting documentation required. Attention to detail and active listening skills are crucial to ensuring accurate data collection.
- Needs Assessment: Through effective questioning and active listening, you evaluate the individual's needs, concerns, and objectives. This may involve identifying any immediate or urgent issues, determining eligibility for services, or understanding the scope of assistance required. You must be able to identify potential risks or crises and respond appropriately.
- Resource Referral: Based on the information gathered, you provide appropriate referrals to internal or external resources within the law firm. This could involve connecting individuals to specific departments or supervisors that can address their needs effectively. You may need to maintain a comprehensive database of available resources to facilitate this process.
- Documentation: Accurate and thorough documentation is crucial in your role. You need to maintain organized records of all interactions, including contact details, assessments, referrals made, and any other relevant information. This documentation serves as a reference for future interactions and helps track progress or follow-up actions.
- Follow-up and Support: Depending on the law firm’s procedures, you may be responsible for following up with individuals to ensure they received the appropriate assistance or to offer additional support. This can involve making outbound calls, sending emails, or coordinating with other team members to ensure continuity of care.
- Administrative Tasks: In addition to the core responsibilities, you may also be responsible for general administrative duties such as scheduling appointments, maintaining calendars, managing correspondence, and assisting with data entry or reporting.
Candidates must be fluent in English and Spanish; both written and spoken. Only resumes in English will be considered.
Requirements
- Manage information flow in a timely and accurate manner
- Manage sales representative’s or lawyer’s calendars and set up meetings
- Screen and direct phone calls and distribute correspondence
- Outstanding organizational and time management skills
- Excellent verbal and written communications skills
- Discretion and confidentiality
- High School degree or higher
- 1+ year of experience with sales
- 1+ year of experience with customer service