Intake Specialist/Customer Service Representative

Intake Specialist / Customer Service Representative

Rochester Law Center - Rochester, MI

Full-Time Law Firm Intake Specialist / Customer Service Representative

Our rapidly growing Estate Planning and Probate law firm is seeking a full-time intake specialist / customer service representative to work weekdays (Monday-Friday 9am-5pm - 40 hours per week) at our Rochester headquarters.

We are looking to invest in a long-term hire with the opportunity for future advancement to senior roles within the firm.

If you can follow instructions, have attention to detail, prior customer service experience, and great phone communication skills, apply today!

We’ll provide the training and resources to help you flourish in your role on a tight-knit, supportive, and passionate team.

When people call us for help, they're often stressed because a close loved one has passed away, or they are planning for their own death.

Our intake specialist offers a guiding hand and peace of mind that we can help our callers.

The intake specialist role is one of the most important positions within our firm because you are the point of first contact with our future clients.

This position requires experience working with customers over the phone, attention to detail, and the ability to follow instructions to the T.

Our law firm is looking for an intake receptionist / customer service representative with strong telephone skills :

• Someone with high energy who sounds welcoming, positive, and professional on the phone.
• Someone who is confident and can let callers know they called the right place and can guide them to a solution over the phone.
• Someone who can perform under pressure and does not get flustered easily.
• Someone with good listening skills.
• Someone with good typing skills.
• Someone who can accurately manage a calendar.
• Someone who is coachable and can follow instructions.
• Someone who can follow a repeatable process to get predictable results.
• Someone with a sense of urgency in their work.
• Someone who is reliable, driven, and takes pride in doing a good job.

We are NOT looking for :

• Someone who has no experience on the phone.
• Someone who cannot follow instructions.
• Someone who cannot follow a process.
• Someone that cannot work unsupervised or as a team player.
• Someone with a bad attitude who just shows up to go through the motions.
• Someone who is timid with no confidence while talking on the phone.
• Someone who does not show up on time.

Responsibilities

• Evaluate new callers and analyze their case fit based on our law firm’s criteria
• Set appointments for new callers that meet our criteria to keep our lawyers’ schedules organized so we can grow our caseload
• Manage office correspondence and administrative tasks such as :
• answering phone calls
• responding to emails
• calling to confirm appointments with potential and current clients
• reminding the team of upcoming deadlines
• Supervise new client onboarding and current client files through data entry and paperwork collection to ensure our cases are managed efficiently in our CRM
• Receive clients into the office, seat them, and make them feel comfortable
• Receive and record client payments
• Assist attorneys and paralegals with the creation of various Estate Planning and Probate documents
• Perform miscellaneous clerical tasks as needed, including transcription, research, spreadsheet management, and email writing to ensure operational efficiency

Qualifications

• Must have experience working with customers on the phone
• Prior intake, customer service, sales, or call center experience is preferred
• Must have experience with Microsoft Office products
• Proficiency with Gmail, Google Calendar, and Quickbooks is preferred
• Must have outstanding communication skills
• Must have keen attention to detail
• Must be able to follow instructions
• Must be able to follow a process
• Must be hard working
• Must be reliable with the ability to show up on time every day
• Must have a thick skin to deal with difficult callers
• Must be coachable and able to receive constructive criticism
• High school diploma or equivalent required; Bachelor’s degree or Paralegal certification from an ABA approved program is preferred
• CRM and case management software experience a plus
• Solid data entry, spreadsheet management, and computer skills

If you think you could be a good fit for this role, please send your resume and include your salary requirements.

Job Type : Full-time

Schedule :

Monday to Friday

Supplemental pay types :

Bonus pay

Work Location : In person