Job Details

Intake Specialist midday Shift

Company name

Organization Type

Law Firm

Job Type

Legal Staff

Valid Through

Dec 25,2019

Posted on

Sep 11,2019

Years of Experience

Min 2 yrs required

Location

Pittsburgh, PA, United States

Employment Type

Full-time

Industry

Legal
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Intake Specialist (Mid-day Shift)
The candidate resolves all unknowns on inquiries to ensure excellence customer service, to include actions to complete missing or unknown information, 24-hour turnaround on unresolved calls, forwarding all calls to the appropriate attorney (phone or email). Tracks and responds to callers professionally and focused on customer service as well as obtaining all needed data for proper referral actions, to include accurate (less than 10% inaccuracies) completion of the Call Sheet, ensuring all callers understand his/her option and maintaining an average call of 18 minutes or less; reports weekly on all calls. Retrieves, tracks, reviews, responds (if necessary) to Web inquiries (or forwards for review) and reports (weekly) on Web actions. Acts as back-up for 1) data entry on PI cases when needed and 2) Receptionist when needed (if acting as Receptionist, also distributes new client calls and messages from the Call Center) and 3) Referral Assistant for messages that require transfer to appropriate staff. Assists the Senior Intake Specialist, when needed. Completes assigned work in a timely manner to build positive relationships. Performs other related duties as assigned.

Qualification and Experience

The candidate should have 2+ years experience in intake (call center) related duties, at a legal firm preferred. Paralegal degree/certificate preferred. Bachelor’s degree in related field preferred.An equivalent combination of training and relevant work experience may be substituted for training/experience on a year-for-year basis.Knowledgeable and capable of handling calls for a variety of practice areas: Personal Injury, Workers Comp, Social Security and Mass Tort. Detail-oriented, organized, motivated, meticulous, practical & flexible. Able to effectively handle multiple and shifting priorities and maintain professional composure while under stress or conflict. Able to work in a fast-paced, high energy and team-oriented environment. Able to produce high quality work under pressure and within tight deadlines. A resourceful self-starter who takes initiative to quickly assimilate and apply new knowledge. Strong verbal and written communication skills. Able to effectively communicate information. Possesses fluency with spreadsheets, data collection and data presentation.Excellent interpersonal skills; able to develop relationships with coworkers, customers and colleagues. Builds trust, honors commitments and treats all with respect. Uses those skills to accurately accomplish tasks by the deadlines. Able to work independently and as part of a team. Able to resolve issues, manage conflict and be a problem solver. Demonstrates strong sense of customer service both in-person and on the phone. Able to promote a collaborative and productive work culture. Exhibits behavior consistent with the ESA's core values. Advanced computer skills including MS Office applications (Word, Excel, Power Point), Adobe Pro, database management, Internet, E-mail, Needles and other software as required.

Company info

Hiring Coordinator
Edgar Snyder & Associates
600 Grant Street
10th Floor
Pittsburgh, PA 15219

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