Intake Specialist

Allen Allen Allen & Allen•Fredericksburg, VA

1d•Onsite

About The Position

Allen & Allen is seeking an experienced Intake Specialist for their Fredericksburg office. The Intake Specialist is a full time, non-exempt level position reporting to the New Case Group Manager. The Intake Specialist's primary function is to provide outstanding client service while handling calls from prospective clients efficiently and effectively. We rely on our Intake team for their flexibility and patience, ability to connect with prospective clients, and their diverse experience and skills.

Requirements

High School Diploma or GED is required for this position.
A minimum of 3 years related experience.
Experience in a scripted Call Center.
Experience must include client service, significant call handling, and administrative tasking.
Strong oral and written communication skills are required.
Efficient typing skills are required, and the ability to communicate by phone and type simultaneously is also required.
Good computer skills are required, to include familiarity with technologies in use at the Firm, including Windows, Microsoft Word, Excel, and Outlook, and Internet Explorer.

Nice To Haves

A bachelors degree or nursing degree is preferred.
Knowledge or experience within the legal field (i.e. government, courts, or law firm) is preferred.
Knowledge or experience with insurance claims, personal injury, products liability, medical malpractice, or similar areas is preferred.
Knowledge or experience with medical transcription is a plus.
Fluency in Spanish is a plus.

Responsibilities

Promptly answers incoming calls and/or emails regarding potential new cases for all locations.
Utilizes the Firm's case management system and other technology resources to document new case and client information appropriately.
Performs data entry of caller information, call outcome, referrals, scheduled appointments, and other transactions.
Follows established guidelines regarding client service, responsiveness, appointment setting, and other call handling processes.
Provides excellent client service by establishing a rapport with callers, using appropriate voice tone, clear enunciation, respectful words, as well as empathy for their situation and needs.
Manages each call effectively, balancing the need to listen and obtain details from the caller with the need to minimize excessive call time.
Evaluates the information obtained from each caller to determine whether an appointment should be set for the prospective client, a referral to another attorney or firm should be made, or some alternative information should be provided.
Consults with the Intake Manager on elevated calls or to determine the best solution for a caller.
Meets or exceeds established targets related to call intake, call handling, average call time, and other metrics.