As an Intake Specialist, you are responsible for answering, classifying and qualifying potential clients for law firms. Your commitment to providing outstanding customer service to potential clients is crucial in maintaining the positive reputation of both our company and the represented law firm that we partner with.
Position Responsibilities:
- Provide exceptional customer service to establish or maintain a relationship between our clients and their callers
- Input caller information accurately to properly classify the call
- Follow specific prompts to obtain detailed, fact specific information from the caller
- Follow all account specific instructions including scripted verbiage
- Complete all caller intakes accurately by following correct paths and instructions
- Identify and escalate priority issues accordingly
- Adjust communication style for each call, conveying confidence and empathy where appropriate
- Meet productivity goals
- Manage on system time efficiently to maximize productivity
- Manage and record off system time appropriately, honestly, and accurately
Requirements
- 2+ years of experience in a high call volume environment, with legal industry experience preferred
- Excellent written and verbal communications skills, specifically spelling and grammar
- Ability to read, write and speak English fluently
- Ability to work weekends and holidays
- Type 30 wpm with 94% accuracy
- Computer proficiency skills and ability to work with multiple systems and monitors
- High speed internet (at least 10 Mb upload and at least 30 Mb download)
- Capability to direct connect into your router/modem
Preferred Skills:
- Spanish bi-lingual is a plus