Intake Specialist II
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Job Description
Customer Success Specialist role focused on client intake and relations at Walker Advertising. Engage potential clients and ensure smooth onboarding with attorney partners.
Responsibilities:
- Client Intake: Obtain appropriate and pertinent information from the potential clients (PC); encourage the PC to sign legal agreements if the lead meets criteria.
- Follow-Up: If lead meets criteria, offers agreement to the PC. Assists the PC with the electronic execution of the agreement. Answers any questions of the PC over the phone. Escalate the call to a supervisor or attorney if legal questions arise or objections cannot be addressed.
- Client Relations: Provide excellent customer service by addressing PC inquiries, concerns, and issues in a timely and professional manner. Act as a liaison between PC and attorneys.
- Documentation: Ensure all necessary attorney intake forms and documents are completed, signed, and filed correctly. Assist with gathering additional documentation from clients as needed.
- Confidentiality: Handle all client information with the highest level of confidentiality and in compliance with legal and ethical standards.
- Collaboration: Work closely with attorneys and other staff members to ensure a smooth transition of clients from intake to case management. Maintain a high billable rate, consistently reaching or exceeding quarterly targets.
- Aid team members either directly or indirectly by helping sign chase leads or by providing coaching, problem solving, or other helpful solutions.
- Tactfully handle difficult PCs or minor technical issues as they arise, requiring minimal management coaching.
- Adhere to all call quality, adherence, and chase protocols consistently, receiving 1 or fewer penalties within the calendar year.
- Engage in team meetings and provide regular feedback, when appropriate, to management.
- Be trusted with new team member onboardings and trainings.
Requirements:
- 4+ years of experience in sales, customer service, or law office
- Strong interpersonal and communication skills, with the ability to build trust and rapport.
- Proven ability to meet or exceed performance and sales targets.
- Familiarity with CRM systems or case management software.
- High school diploma or equivalent.
Benefits:
- 3 Weeks Paid Time Off
- 12 Weeks of Guaranteed Paid Parental Leave
- Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
- 401(k) Retirement Savings Plan
- Wellness Initiatives/Employee Assistance Program
- Rewards and Recognition Programs
- Career Development Opportunities
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