Legal Staff Other in Fredericksburg, VA

Law Firm

Fredericksburg, VA

Legal Staff Other in Fredericksburg, VA

Legal Staff

Min 3 yrs required

No

Job Title: Intake Specialist

Job Responsibilities:
- Promptly answer incoming calls and emails regarding potential new cases for all locations, ensuring efficient and effective handling.
- Utilize the law firm's case management system and other technology resources to document new case and client information accurately. Perform data entry of caller information, call outcomes, referrals, scheduled appointments, and other transactions.
- Follow established guidelines regarding client service, responsiveness, appointment setting, and other call handling processes.
- Provide excellent client service by establishing rapport with callers, using appropriate voice tone, clear enunciation, respectful words, and demonstrating empathy for their situation and needs.
- Manage each call effectively, balancing the need to listen and obtain details from the caller with the need to minimize excessive call time.
- Evaluate the information obtained from each caller to determine whether an appointment should be set for the prospective client, a referral to another attorney or firm should be made, or some alternative information should be provided.
- Consult with the Intake Manager on elevated calls or to determine the best solution for a caller.
- Meet or exceed established targets related to call intake, call handling, average call time, and other metrics.

Education and Experience Information:
- A High School Diploma or GED is required for this position, along with a minimum of 3 years of related experience.
- A bachelor's degree or nursing degree is preferred.
- Experience in a scripted Call Center is necessary.
- Experience must include client service, significant call handling, and administrative tasking.
- Knowledge or experience within the legal field (., government, courts, or law firm) is preferred.
- Knowledge or experience with insurance claims, personal injury, products liability, medical malpractice, or similar areas is preferred.
- Knowledge or experience with medical transcription is a plus.
- Strong oral and written communication skills are required. Fluency in Spanish is a plus.
- Efficient typing skills are required, and the ability to communicate by phone and type simultaneously is also required.
- Good computer skills are required, including familiarity with technologies in use at the law firm, including Windows, Microsoft Word, Excel, and Outlook, and Internet Explorer.
- Candidates must be able to work a schedule that may vary between the hours of 8:00 am and 6:00 pm, Monday through Friday, and Saturdays from 9:00 am to 1:00 pm.

Salary Information:
The financial benefits of working at the law firm include competitive salaries, 401k contribution, and a 401k match. There is paid parental leave, tuition reimbursement, and employer-paid short and long-term disability and life insurance. The law firm offers a health and dental plan at no cost for employee coverage.

Additional Information:
The law firm is built on integrity, respect, compassion, and trust. Employees are trusted to build relationships with clients, contribute to the community, and take care of their families. The generous time-off package includes paid time off to volunteer, for family vacations, holiday leave, sick leave, and personal leave.

Criminal records and background checks will be completed after an offer is made.