Intake Specialist

Description:

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. This position does not supervise any employees.

Those in this position do not have the authority to practice law, give legal advice or set strategies for clients.

Requirements:

Responsibilities

• Client Engagement: Deliver a personable, efficient service experience that emphasizes a 'relationship-first' brand, ensuring client information is thoroughly reviewed by the legal team to confirm representation eligibility.
• Inquiry Evaluation: Assess client inquiries via phone or in-person using strong critical thinking to analyze details, identify key issues, and take appropriate actions based on attorney guidance and firm policies.
• Appointment Scheduling: Schedule appointments for potential clients meeting the firm’s criteria and confirm future appointments.
• Attorney Coordination: Proactively contact firm attorneys to review critical details needed to confirm client representation and transfer clients to attorneys for case reviews as needed.
• Communication Management: Make outgoing calls to potential clients, route calls for current clients and vendors, and answer phones at the front desk while greeting and directing visitors as needed.
• Office Operations: Provide phone and receptionist coverage during business hours (7:30 AM-7:30 PM weekdays, 9 AM-6 PM weekends), follow office opening/closing procedures, and accommodate flexible shifts with weekend differential pay.
• Client Follow-Up: Follow up with potential clients post-appointment to minimize lost leads and create appointment folders for future visits.
• Client Respect: Treat all clients with dignity and confidentiality while striving to provide exceptional service to clients and co-workers.
• Team Collaboration: Apply communication strategies based on Print and Kolbe A scores to enhance interactions with co-workers.
• Professional Development: Participate in occasional travel, overnight stays, and training as required.

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.
• Familiarity and experience with Microsoft 365 products.

Preferred:

• Experience in a contact center and/or customer service setting or reception position.
• 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
• 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.
• 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.

Preferred:

• Special consideration will be given to Fluent Spanish Speakers