Intake Specialist

2 weeks ago

Baltimore, United States WGK Personal Injury Lawyers Full time
Description

We are seeking a highly organized Intake Specialist to join our prestigious law firm. As the Intake Specialist, you will be responsible for overseeing multiple receptionist tasks, ensuring that all phone calls are answered promptly and professionally, and maintaining the organization of leads in the firm's Customer Relationship Management (CRM) system. Your primary focus will be on providing exceptional customer service, streamlining the intake process, and ensuring that leads are properly managed and follow established protocols. Fluency in both English and Spanish is required.

  • We offer a benefits package, which includes health, dental, vision, bonus pay, bonus incentives, 401k plan, life insurance, holiday pay, and periodic office-sponsored lunches.


Responsibilities

Phone Call Management:
•Answer incoming phone calls in a professional and courteous manner, promptly addressing inquiries and providing accurate information.
•Determine the nature of calls and direct them to the appropriate departments or individuals within the firm.
•Ensure that all phone calls are logged and tracked in the CRM system for future reference and follow-up.

Lead Intake and Management:
•Receive and document leads obtained through various channels, such as phone calls, website inquiries, and referrals.
•Enter lead information into the CRM system, ensuring the accuracy and completeness of data.
•Follow established protocols to assess the viability of leads and prioritize them accordingly.
•Coordinate with attorneys and staff to distribute leads appropriately, ensuring efficient and effective follow-up.

CRM System Maintenance:
•Regularly update the CRM system with new leads, status changes, and relevant information.
•Implement and adjust standardized protocols for data entry and management to ensure consistency and accuracy.
•Generate reports and analyze data as assigned to identify trends, opportunities, and areas for improvement in the intake process.

Receptionist Tasks:
•Answer roll-over calls and new case calls, ensuring professional and friendly interactions with clients and visitors.
•Occasionally covering front desk responsibilities.

Administrative and Other Tasks:
•Assist with administrative tasks and other duties as assigned.

Qualifications

•Experience in customer service, sales, retail, or food service roles/industries is required.
•Previous experience in a law firm or professional services environment is a plus.
•Strong organizational skills with the ability to manage multiple tasks simultaneously.
•Excellent ability to interact professionally with clients, staff, and attorneys.
•Proficiency in using CRM systems and other software applications for data entry and management required.
•Attention to detail and a high level of accuracy in data entry and recordkeeping.
•Ability to work under pressure in a fast-paced environment and meet deadlines.
•Familiarity with legal terminology and procedures.
•Proficiency with Microsoft Office products, especially Microsoft Excel.
•Excellent and empathetic verbal and written communication skills are required.
•High school diploma or GED is a requirement; Bachelor's degree is a plus.
•Fluency in English and Spanish is required, both written and verbal.
•Must be able to work Monday-Friday; 9 am-5 pm.

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