Intake Agent

Job Description

Legal Intake Specialist | Bernard Nickels & Associates

The Tone:
This is a temp-to-perm contract role at a leading law firm, located remotely. The firm specializes in mass tort and class-action litigation, assisting a high volume of potential clients. This entry-level position is crucial as the first point of contact for individuals seeking legal assistance, ensuring they receive a welcoming and supportive experience. The role also offers opportunities for professional development and advancement into leadership or other positions within the firm.

The TL;DR
• Role: Contract / Early Career
• Type: Temp-to-perm (60-90 days, convert to perm if successful)
• Location: Remote (candidates must live in PST or MST time Zones; shift is 11a to 4p EST, Mon thru Fri)
• Team: Intake team, reporting to leadership
• Mission: To be the initial point of contact for potential clients, providing a welcoming and supportive experience while accurately gathering necessary information.
• Tech Stack: Microsoft Office, Salesforce

What You’ll Actually Do
• Client Contact: Answer inbound calls and make outbound calls to address client inquiries and follow up on potential client leads.
• Information Gathering: Collect detailed information from clients, adhering to specific intake guidelines for completeness.
• Documentation: Accurately document all call details, including client needs and relevant information, within the system.
• Client Support: Provide clients with a positive and informative experience, communicating about services and assisting with process understanding.
• Protocol Adherence: Follow all call scripts and established protocols for consistent service quality, collaborating with leadership on improvement.

The Must-Haves
• Background: Entry-level career with a high school diploma or equivalent required, demonstrating strong communication skills in sensitive situations.
• Experience: Call center or customer service experience is preferred, along with basic proficiency in Microsoft Office.
• Skills: Strong verbal communication, active listening skills, excellent organizational skills, and attention to detail.
• Bonus: Associate or bachelor’s degree, interest in the legal field, leadership potential, basic knowledge of legal terminology, and proficiency in Salesforce.