Call Intake Specialist

Position Summary:

The Call Intake Screener serves as the primary point of contact for clients and potential clients, ensuring a smooth and efficient experience. This role is responsible for answering and returning phone calls, conducting follow-ups with potential clients, taking payments, scheduling consultations, and providing excellent customer service. The Call Intake Screener will also maintain accurate records of client interactions and collaborate with other team members as needed.

Essential Duties and Responsibilities:

• Answer incoming calls professionally and courteously, providing information and assistance to clients and potential clients.
• Return missed calls in a timely manner, addressing all inquiries efficiently.
• Conduct follow-up with potential clients, gathering necessary information to assess case validity and determine the appropriateness of a consultation with an attorney.
• Process payments for consultations and other services accurately and securely, providing receipts as needed.
• Coordinate consultation scheduling with attorneys, managing the firm's calendar to ensure a seamless process for both clients and attorneys.
• Deliver excellent customer service, handling client concerns and inquiries with empathy, patience, and professionalism to leave a positive impression of the firm.
• Maintain precise and up-to-date records of client interactions, including case details, contact information, and follow-up actions.
• Collaborate with other team members, sharing relevant information and assisting with various administrative tasks as needed.

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Previous experience in a customer service or administrative role, preferably within a law firm or similar professional setting.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Exceptional organizational skills, with the ability to handle multiple tasks simultaneously and prioritize effectively.
• Proficiency with Microsoft Office Suite, particularly Word and Excel, and the capacity to learn new software quickly.
• Familiarity with basic legal terminology and processes preferred, but not required.
• Professional and empathetic demeanor, with a commitment to providing the highest level of customer service.

Physical Demands and Work Environment:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel objects, and talk or hear.

The employee frequently is required to reach with hands and arms. Specific vision abilities required by this job include close vision.

The noise level in the work environment is usually moderate.

This job description is intended to convey information essential to understanding the scope of the Call Intake Screener position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.

Job Type: Part-time

Pay: From $15.00 per hour

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote