Intake Specialist

The Garza Law Firm’s Intake Specialist position is an entry level intake position that is the primary initial contact for all current and potential future clients of the law firm. This position obtains and reviews necessary information of new potential client inquiries to see if their case fits the firm’s focus. The position requires empathy, respect, and confidentiality when speaking to anyone that calls or visits the firm. This position schedules appointments and makes outgoing calls to perspective clients via phone, email, and text and regularly follows up on all leads the firm has received. The position interacts with all personnel and divisions of the firm. Those in this position do not have the authority to practice law, give legal advice, or set strategy for clients. This position does not supervise any employees.

Responsibilities

• Evaluate potential client inquiries via phone, or in person.
• Sets appointments for potential clients that meet the law firms’ criteria.
• Make outgoing calls for potential clients that reach out to the firm.
• Route calls for current clients, vendors, and others that call the firm.
• Sit at the front desk and answer phones, greet visitors, welcome, direct and announce visitors to the appropriate people.
• The office is open from 7:30 AM-7:30 PM and daily shifts are available during those time periods. Seeking shifts for 7:30 AM - 4:30 PM & 10:30 AM - 7:30 PM.
• Be able to open and close the office.
• Follows up with potential clients after their appointments.
• Follows up with potential clients after their consultation.
• Respect all clients with dignity and confidentiality.
• Confirm future appointments.
• Create appointment folders for future appointments.
• Strive to provide essential wows to potential and current clients as well as co-workers.
• Know and apply communication tips based on their Print and Kolbe A scores and their co-workers.
• Be able to participate in any potential (infrequent) travel, overnight stay, and training.

Work Experience

• Preferred: Experience in a contact center and/or customer service setting or reception position.

Education / Certifications / Other Qualifications / Success Traits

• Required: High School Diploma
• Special consideration to Spanish Fluent Speakers

Successful Traits include, but not limited to:

• Confidentiality of client information and cases.
• Punctuality and the ability to demonstrate schedule adherence.
• Willing and able to work in a high call volume work environment for long periods of time during a typical work schedule.
• Familiarity and experience with Microsoft 365 products.
• Ability to type and talk with clients, while capturing important information required to effectively summarize details.
• Effective written and verbal communication appropriate for a professional work setting.
• Ability to show empathy with situational awareness regardless of the nature of their call or visit. Favors curiosity over judgement.

Success Measures/KPIs

• Evaluated by the number of quality appointments that are scheduled.
• Evaluated by the number of leads created.
• Evaluated by the number of chases completed on a daily and monthly basis.
• Evaluated by the number of incoming phones calls received.
• Evaluated by the number of outgoing phones calls made.