Intake Specialist

Frost Law | Intake Specialist

Frost Law is looking for a highly motivated individual who is passionate about creating a positive customer service experience for clients at a busy, hands-on law firm. Intake specialists at Frost Law are the initial point of contact for incoming clients and are the face of the firm. We are looking for both full-time and part-time positions.

Job Responsibilities:

• Lead Interaction: Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us. Complete scheduled intake appointments with Prospective Clients to collect necessary information.
• Case Assessment: Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
• Follow-up with callers in a consistent and respectful manner.
• Conflict Check Protocols - Conflict Check Protocols
• Documentation and Record Keeping: Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
• Putting callers in contact with attorneys who best meet their needs
• Respond promptly to all customer inquiries
• Engage with customers and be positive and professionalTraining: Participate in continuous guided and self directed training to stay updated on procedures, terminology, and best practices for client interaction.
• Outstanding interpersonal, communication, organizational, and problem-solving skills.
• Professional call center/scheduling experience a plus

MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.
The ideal applicant has 2 years of reception or customer service experience, preferably on the phone or in a call center. No prior legal work or experience is necessary. Google Workspace, Hubspot, or Clio experience a plus.

Required Skills:

• Excellent verbal communication skills: Specialists will spend a majority of time on the phone with potential clients
• Empathetic, caring and persuasive communication skills
• Conflict Resolution Skills: Ability to handle and defuse potential conflicts with callers while maintaining a professional demeanor.
• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully
• Excellent time management skills to handle all aspects of their responsibilities efficiently without compromising service quality.

Pay Range: $18.00 -$24.00 per hour

Schedule for Full-Time:

• Ability to work scheduled hours, and shifts may vary based on department needs. Hours of operation are 8am to 8 pm Monday thru Thursday and 8 am to 6pm on Friday, and weekend hours will vary.

Schedule for Part-Time:

• Mostly evenings and weekends

Work Location: In-person, Annapolis, MD

* Benefits are for full-time only.

Please send a cover letter and resume for consideration.

Job Types: Full-time, Part-time

Pay: $18.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Microsoft Office: 2 years (Preferred)

Work Location: In person

Salary : $18 - $24