Intake Specialist (Nights/Weekend Shifts Preferred)

Breyer Law Offices P C•Phoenix, AZ

About The Position

As an Intake Specialist, you are the first point of contact for potential clients who are seeking legal representation for their personal injury cases. You are responsible for screening and qualifying leads, collecting relevant information, and building rapport with prospective clients. You will also educate them about our firm's services, policies, and procedures and assist them in scheduling a free consultation with one of our attorneys. You will not work alone. You will be part of a dedicated and supportive team that shares the same goal: to provide the best possible service to our potential clients and help them get the legal help they need. You will work closely with your peers to cover a phone queue and lead management system, ensuring no call or lead goes unanswered or unresolved. You will also communicate regularly with your team members and supervisors, providing feedback, updates, and suggestions on improving the intake process and client experience. You will also attend regular training sessions and meetings to enhance your skills and knowledge. You will be expected to adhere to the firm's policies and procedures and the legal industry's professional and ethical standards. The ideal candidate will be able to work some weekends and holidays. All applicants must complete an internet speed and jitter ratio test at https://speed.cloudflare.com [https://speed.cloudflare.com]. Failure to meet the required performance standards may result in immediate disqualification from the hiring process.

Requirements

You are an organized, detail-oriented, and compassionate person who enjoys helping people who have been injured due to someone else's negligence
You have excellent communication skills and can handle a high volume of inbound calls from potential clients who need legal assistance
You can listen attentively, ask relevant questions, gather information, and evaluate the viability of each case
You can also explain the process and requirements of working with our firm and schedule consultations with our attorneys
You are proficient in using various software applications, such as Microsoft Office, SharePoint, lead management systems, and case management tools
You are a team player who can collaborate effectively with other staff members and attorneys.
You are also a self-starter who can work independently and prioritize your tasks
You are committed to providing exceptional customer service and upholding the highest ethical standards

Nice To Haves

You have previous experience in customer service, sales, or marketing, preferably in a legal or professional setting. You know how to communicate effectively and empathetically with diverse clients, understand their needs and concerns, and persuade them to take action.
You have excellent verbal and written communication skills. You can speak clearly and confidently on the phone, write concise and accurate notes and emails, and use appropriate grammar and tone. You can also adapt your communication style to different situations and audiences, such as potential clients, attorneys, or insurance companies.
You have strong organizational and time management skills. You can handle multiple tasks and priorities, keep track of deadlines and follow-ups, and work efficiently and accurately under pressure. You can also use various tools and software to facilitate your work and collaboration, such as Microsoft Office, CRM systems, and online chat platforms.
You have a positive and professional attitude. You are courteous and respectful to everyone you interact with internally and externally. You are also reliable and accountable, showing up on time, following instructions, and meeting expectations. You are willing to learn from feedback and improve your performance. You are also motivated and enthusiastic, taking the initiative and seeking opportunities to grow and contribute to the firm's success.

Responsibilities

Help people even if it is a case that we cannot take in our office
Has empathy and understanding when talking to potential new clients
Identify immediate needs and provide appropriate resources to address needs, including direct transferring to attorney and providing any legal service referrals
Works well within a small team
Schedules client intake appointments
Is self-driven, can work independently using resources to guide decision
Can critically think and ask questions to potential new clients to gain the detail needed to know whether or not we can accept a case
Work with experience attorneys together when onboarding new clients
Wants to make others feel better and get good reviews for our team
Has a positive attitude to add to our positive team environment
Screen telephone calls before scheduling an attorney-client consultation
Persistently monitor all potential new client inquiries (email, internet, phone and referrals)
Immediately contact every potential client and establish relationship with client
Update logs and reporting systems to reflect status of all potential new clients
Conduct potential new client interviews with genuine empathy and compassion
Schedule appointments for potential clients
Take accurate notes during the attorney-client initial consultation
Collaborate with our attorneys to complete the initial consultation process
Assist attorneys with administrative tasks related to opening new cases and maintaining database