What are the responsibilities and job description for the Intake Specialist position at Reaves Law Firm?
The Client Intake Specialist is the first point of contact for all clients and represents the Reaves Law Firm to all clients and contacts. They are expected to be friendly, professional, and empathetic at all times. Their primary task is to complete the full intake process for all new clients quickly and accurately and transfer calls as needed to the proper division. They are also responsible for processing documents, including non-engagements and disengagements, and updating the RLF’s case management software.
This is an "in-office" assignment.
Responsibilities:
- Answer calls on a phone system.
- Screen calls to determine existing vs. new clients.
- Determine who existing clients need to speak to and transfer calls to the proper personnel.
- Create a client care ticket, when necessary, and document the issues.
- Establish a rapport with new clients.
- Determine the practice area required by the clients.
- Determine if a medical injury is claimed.
- With empathy, describe the firm’s process and send out professional service agreements to get the client into treatment.
- Generate and send the PSAs.
- Provide tech support to assist the clients with signing the PSA.
- Schedule the consultation with the attorneys.
- Generate disengagement letters & non-engagement letters.
- Follow up on calls that go to the answering service.
- Follow up to reschedule the consultation.
- Enter clients into the case management system.
Qualifications:
- Call center experience, sales experience, and customer service are preferred.
- Phone skills: ability to maintain control of a conversation with kindness and professionalism in person and on the phone.
- Ability to multitask.
- Excellent communication skills: verbal and written communication.
- Attention to detail.
- Self-direction and process-oriented.
- Be able to process documentation and disengagements accurately.
- De-escalation capabilities and sincere client empathy.
- Comfortable with technology and learning new software.
Why consider the Reaves Law Firm? We offer competitive compensation and full benefits, including health, dental, vision, life insurance, PTO, and 401k match. More importantly, RLF is a growing firm that truly values its clients, its team members, and the community. The firm is fully committed to providing world-class legal representation and client care. We take pride in seeing our clients happy, healthy, and whole, and that motivates us to excel. If you thrive in a bustling environment where helping others is the top priority, consider growing your career with us!
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8-hour shift
- Monday to Friday
Education:
- High school or equivalent (Preferred)
Work Location:
- In person - Memphis, TN
