GENERAL DESCRIPTION:
The Intake Representative uses excellent communication skills to take an empathetic approach to situations. As an Intake Representative, you should pride yourself on being a "closer.” This individual would assist with initial sign-ups by onboarding and guiding new clients to our services while aligning with internal policies and processes. We are looking for someone who is fiercely determined and can handle high-priority and sensitive conversations in a fast-paced, high-volume law firm to meet and exceed both the firm's business goals and KPIs.
Duties/Responsibilities
1. Always maintain the highest level of professionalism and customer service using elevated speech and behavioral qualities
2. Quickly learn and retain case eligibility requirements for our services
3. Identify issues to correct documents and electronic client files to ensure case files reflect updated information as provided by potential and retained clients
4. Draft and send documents for client execution while maintaining consistent communication with clients and tracking until completion
5. Review and ensure cases are complete prior to sending to the legal department, ensuring appropriate and required information is obtained in a timely manner
6. Call clients of the firm to complete aspects of the client or vehicle profile using relevant CRM platforms, similar to Lead Docket, HubSpot, etc., to ensure client files are up to date and in the correct department
7. Work closely with leads and supervisors to bubble up concerns and questions regarding non-standard case matters as defined by the firm
8. Possess and foster a growth mindset, identify and creatively problem-solve obstacles while always maintaining a positive attitude and demeanor
9. Maintain data accuracy by thoroughly vetting, documenting, and solving customer issues, queries, and requests within relevant
10. Provide direction to clients based on specific case information and established best practices of the firm
11. Proactively manage and track high-quality opportunities to drive client satisfaction, while providing creative solutions to potential client issues
12. Handle and perform both inbound and outbound call volume to clients and potential clients of the firm in a timely manner
13. Respond and reach out to potential clients using all methods of communication supported by the firm (email, phone, and SMS/text message)
14. Collect, process, and record documentation for new and potential clients
15. Work with management to identify gaps and suggest new processes and/or refine existing processes while performing other position-related tasks as needed and directed by management
16. Prioritize workload based on business objectives, established goals and best practices
Required Skills/Abilities:
· Proficient typing ability (70 WPM) while handling phone calls and speaking to potential clients
· Excellent telephone communication skills, including the ability to articulate professional responses, strong listening skills, and de-escalation of problem calls, all while maintaining professional phone etiquette
· Excellent communication and negotiation skills with the ability to close leads within a timeframe determined by the firm
· 2-3 years of sales and/or customer service experience in a prior customer-facing role
· Must have the ability to be empathetic, persuasive with a high degree of emotional intelligence.
· Must be an Independent and critical thinker, eager to identify and find creative solutions to client or business issues.
· Team-oriented with the ability to work well with others in a collaborative, professional work environment.
· Proficient with Microsoft Office platform and applications (Word, Excel, Outlook, Teams)
· Ability to handle and maintain multiple client relationships at once, and to understand where they stand in the lifecycle of a case
· Knowledge of firm-used business applications preferred (HubSpot, Microsoft Office, SalesForce, Lead Docket, FileVine)
· Bi or multi-lingual is required - (Spanish).
