Intake Specialist

Job Description

Description:

Intake Specialist

Department: Intake

Reports To: Intake Supervisor/Manager

Employment Type: Full-Time, Non-Exempt

Location: On-Site – Houston, TXPosition Summary

Pusch & Wynne Injury Lawyers is seeking a professional, energetic, and compassionate Intake Specialist to serve as one of the first points of contact for potential clients seeking legal representation.

The Intake Specialist is responsible for answering incoming calls and inquiries, gathering accurate information from potential clients, evaluating matters based on the firm's intake criteria, maintaining consistent follow-up, and helping convert qualified leads into signed clients.

This position requires excellent communication skills, attention to detail, a strong sense of urgency, and the ability to communicate with individuals who may be dealing with difficult or stressful circumstances.Requirements:

Key Responsibilities

Monitor all inbound marketing lead sources and call potential clients as soon as possible;

Handle incoming phone calls, empathetically, from prospective clients;

Collect appropriate information from new leads and provide concise summary both written and verbal;

Ensure all levels of the firm have a clear verbal and written summary of all calls;

Input appropriate data into our Customer Relationship Management (CRM) system.

Answer all other incoming phone calls from medical providers, insurance adjusters, defense counsels, existing clients, etc. and route to the correct recipient within the firm

Assist new clients with their property damage claims from inception to resolution

Assist new clients with initial medical treatment

Confidently explain our contract and all intake documents to new clients

Follow up with all pending leads via phone call, email, text

Meet with prospective clients in person to conduct intake interviews

Assist with receptionist duties on a as needed basis

Responsibilities are subject to change due to operational changes

Knowledge, Skills & Attributes

Consistent and punctual attendance.

Fluent in Spanish and English (written and verbal)

Strong organizational and communication (verbal and written) skills

Must be detail-oriented

Must be able to work independently, within a team and be a self-starter

Ability to meet or exceed tight deadlines

Ability to prioritize multiple tasks

Ability to follow verbal and written instructions

Ability to maintain confidentiality

Strong time management skills

Strong follow up skills

Strong empathetic listening skills

Projects confidence on the phone as well as in face to face client meetings

Enjoys providing the highest level of service to clients

Very computer savvy and able to learn new software

Experience with Microsoft Office, Word, and Google sheets

Education & Experience

High school diploma or general education degree (GED) - Preferred

Minimum 1 year of customer service experience and customer service skills – Required

Personal injury intake experience – Preferred

Full-time