Intake Specialist

The Garza Law Firm’s Intake Specialist position is a skilled phone and sales position that is the primary initial contact for all potential clients of the law firm. This position obtains and reviews necessary information on new potential client inquiries to see if their case fits the firm’s practice areas. The position requires empathy, respect, critical thinking, and confidentiality when speaking to anyone who calls or visits the firm. This position schedules appointments, engages firm attorneys to review cases, and makes outgoing calls to prospective clients via phone, email, and text, while regularly following 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 strategies for clients. This position does not supervise any employees.

Responsibilities

• Create engaging, personable, and efficient service experience that communicates our 'relationship-first' brand focus, while ensuring the client's information is critically considered by our legal team to confirm our ability to represent.
• Evaluate potential client inquiries via phone, or in person, while using strong critical thinking skills. Demonstrates the ability to analyze multiple, specific details of information, identify key issues, and ensure appropriate actions are taken following legal considerations provided by attorneys and guidance based on firm policies.
• Sets appointments for potential clients that meet the law firms’ criteria.
• Provides timely and proactive contact with firm attorneys to review critical details needed to confirm representation.
• Make outgoing calls for potential clients that reach out to the firm.
• Route calls for current clients, vendors, and others that call the firm.
• Sits at the front desk and answers phones, greets visitors, welcomes, directs, and announces visitors to the appropriate people on an as-needed basis.
• Provides phone coverage during business hours from 7:30 AM-7:30 PM during weekdays and 9 AM-6 PM on weekends. Daily shifts are available during those time periods. Seeking shifts to accommodate these hours. Weekend work is eligible for shift differential pay.
• Follow proper procedures for opening and closing the office.
• Follows up with potential clients after their appointments to reduce lost leads.
• 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

• Required: Proficient typing skills with a minimum speed of 50 words per minute, ensuring accuracy and efficiency in legal documentation and client communications.
• Preferred: Experience in a contact center and/or customer service setting or reception position.
• Preferred: Minimum of 1–2 years of direct experience providing intake services in a legal firm, including initial client consultations, case assessment, and coordination of legal documentation.

Education / Certifications / Other Qualifications / Success Traits

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

Successful Traits include, but not limited to:

• Engaging, personable, and efficient phone communication skills.
• 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 in tandem, 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 phone calls received.
• Evaluated by the number of outgoing phone calls made.