Customer Service Representative

7 days ago

Denver, Colorado, United States Wilhite Rose and Roberts PC Full time
Job Description

At Wilhite Rose and Roberts PC, we are seeking a highly skilled Customer Service Representative to join our team. As the first point of contact for potential clients, you will play a critical role in making a positive impression and guiding them through the intake and sign-up process.

Key Responsibilities:

  • Work closely with the heads of Business Law and Malpractice to ensure that all potential clients are prequalified to meet our firm's case standards.
  • Establish rapport with potential clients immediately over the phone and via email.
  • Answer calls and emails from potential clients about their claims, determine whether to schedule for attorney intake, to send for review, or to reject.
  • Ensure all new cases on intake sheets, and messages, from Lead Docket are posted to Filevine promptly and accurately.
  • Research the potential client and case to help inform paralegals and lawyers about the viability of the case.
  • Save any photos' and/or documents potential new clients send in shared folder.
  • Send out contingent fee agreements, disclosure, and intake packet with client releases via Vinesign. Ensure documents are returned and saved to file.
  • Ensure questionnaire, releases and needed information to open a case has been requested. Communicate with assigned Paralegal for information they should know.
  • Ensure decline letters go out to non-clients within 1 day of decision.
  • Become familiar with our referral list to help direct and refer callers we cannot help.
  • Help the paralegals with data entry and other office tasks in downtime.
  • Help create a positive team environment by communicating with each team member to ensure all potential new clients are given prompt attention.
  • Keep up to date with all Lead Docket tasks and responsibilities.

Requirements:

  • 1-2 years previous experience as an Intake Specialist or Legal Assistant in a Personal Injury Law Firm is highly desired.
  • Minimum 2 years of experience with Microsoft Office Suite (Word, Excel, Outlook).
  • Experience with electronic documents handling and saving.
  • Filevine experience a plus.
  • Bilingual, Spanish/English Required.
  • High school diploma or equivalent required.

Work Schedule: Monday-Friday, 8-5 pm MDT

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