Intake Specialist

Crisp Recruit • Matthews, NC

20d • Onsite

About The Position

Panchenko Law Firm, PLLC, is at the forefront of personal injury law in Charlotte, North Carolina. Founded through the merger of two dedicated law firms, our team shares a client-focused mission to deliver exceptional legal services and help those in need. Our practice areas include car, truck, and motorcycle accidents, as well as personal injury, workers’ compensation, and wrongful death cases. Our firm's ethos revolves around honesty, respect, and prompt communication. We understand the legal process can be overwhelming, and we strive to alleviate these challenges with consistency and professionalism. Our commitment to open communication and zealous advocacy empowers clients during difficult times. At Panchenko Law Firm, we see our clients as part of our family, working tirelessly to restore their peace of mind and secure the justice they deserve. The role of Intake Specialist is crucial for Panchenko Law Firm as we aim to streamline our intake process and improve client experiences. As the first dedicated intake hire, you will be instrumental in establishing efficient procedures, reducing response times, and ensuring no lead goes unattended. Your role will support the firm's mission by enhancing client interaction efficiency and ensuring a seamless transition from initial contact to case handling.

Requirements

• Customer Service Skills: Strong background in customer interaction, with a friendly, engaging demeanor and excellent communication abilities.
• Attention to Detail: Highly organized, with a strong follow-through and ability to maintain accurate records.
• Technology Proficiency: Comfortable using Microsoft Office, Google Workspace, Adobe, and the Dialpad phone system, and willing to learn new tools like Filevine, Lead Docket, and other firm software as needed.
• Experience: Background in customer service, hospitality, or healthcare intake preferred for its transferable skills.
• On-Site Engagement: Thrives in an in-office role where collaboration and direct engagement with colleagues are integral to success.

Nice To Haves

• Languages: Knowledge of Spanish or Russian/Ukrainian is a plus, but not mandatory.

Responsibilities

• Immediate Response: Answer all inbound calls quickly, prioritizing speed-to-lead, and handle soft transfers within seconds to ensure no delays.
• Intake Process Management: Follow through the entire intake process up to the client's commitment to services, ensuring the information is accurately documented and transferred to paralegals.
• Follow-Up and Conversion: Implement a consistent follow-up cadence, ensuring every lead is contacted promptly and no potential client is left behind.
• Metric Tracking & Reporting: Track and report intake metrics including intake volume, response times, conversion rates, and follow-up status to maintain transparency and support data-driven improvements.
• KPI Development & Optimization: Help develop and refine intake KPIs such as speed-to-lead thresholds, conversion goals, and follow-up SLAs, and proactively recommend improvements to increase efficiency and responsiveness.
• Overflow & After-Hours Coordination: Support the firm’s overflow and after-hours process by coordinating with AnswerConnect and contributing to the development of long-term solutions, including evaluating future tools such as CaptureNow.
• Light Project Management: Assist with task tracking, internal step assurance, and support operations with small organizational needs when intake demand is low.
• Coordination with International Assistants: Work with overseas team members to delegate follow-up tasks and coordinate multilingual support as needed.
• Department Development: Help shape intake processes, document workflows, and develop metrics and plans to accommodate firm growth.

Benefits

• Impactful Role: Be a trailblazer in developing our intake process, directly influencing how effectively we serve our clients.
• Growth Opportunities: Our firm is in an exciting growth phase, offering you chances to develop professionally and potentially lead a future intake team.
• Collaborative Environment: Work closely with leadership and have autonomy to innovate and refine processes.
• Learning Culture: You’ll receive supportive training, helping you develop skills in intake management and beyond.
• Bonuses: Performance-based incentives tied to successful intake metrics and conversion rates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed