Intake Specialist
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Job Description
Intake Specialist at Modern Family Law guiding clients through initial interactions. Managing inquiries, client records, and collaborations within legal intake team.
Responsibilities:
- Monitor and respond promptly to inquiries across email, chat, and web forms, providing potential clients with information about the firm’s services and setting expectations for the intake process.
- Conduct conflict checks to ensure compliance with firm policies.
- Answer incoming calls with professionalism and empathy, transferring calls to the appropriate team members, and handling voicemails and follow-ups as needed.
- Manage and update client records in the CRM, ensuring accuracy and timeliness in data entry.
- Distribute, collect, and process fee agreements and credit card authorizations, entering details into the system with precision and facilitating retainer fee transactions.
- Schedule meetings and initial consultations for attorneys, coordinating with both clients and firm calendars.
- Follow up with potential clients via phone, email, or chat to address questions, encourage engagement, and guide them through the next steps.
- Track and log follow-up activities to maintain a complete record in the CRM.
- Identify high priority leads and escalate them to attorneys or senior intake team members as necessary.
- Actively participate in weekly intake meetings and contribute to continuous improvement efforts within the intake department.
- Collaborate with other departments, including marketing, IT, and sales, to ensure smooth client experiences.
Requirements:
- Two to Five (2-5) years of experience in sales, customer service, or a related field, with a proven track record of client engagement and follow-up.
- Experience in legal intake or a client service role is a plus.
- As our culture is remote-first, all employees are expected to have the ability to work from home with a reliable internet connection and to set up a workstation that supports productive work during normal business hours.
- Proficiency with Apple products and CRM systems, with a typing speed of 50 WPM or higher and excellent attention to detail.
- Ability to communicate calmly and effectively with clients in stressful situations, demonstrating empathy and professionalism.
- Strong organizational skills and the ability to prioritize multiple competing tasks in a fast-paced environment.
- Client-focused mindset, dedicated to delivering exceptional service and fostering positive client relationships.
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Work from Anywhere -- eligible after 6 months.
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