Reception, Client Intake Specialist

Job Description

The Receptionist/ Client Intake Specialist will work under the supervision of the Marketing Director to provide people who contact us with the ultimate client experience. This is a position that balances the art and science of outstanding client care. It requires the right combination of empathy, communication skills, attention to detail, and technical know-how. This position plays an integral role in helping the firm grow the business.

We work with people experiencing a combination of stress, anxiety, sadness, confusion, and sometimes anger. This role requires positivity, compassion, and the skills to dig in to find how to help people (even the most difficult of people).

The Client Intake Specialist is often the first person that a customer or client interacts with when contacting our company. It is essentially the face and voice of our company and for this reason, plays an extremely important role in the representation of our organization.

The Client Intake Specialist must be highly energetic, possess excellent communication skills while using cutting‑edge technology to deliver an unparalleled “WOW” experience for our clients daily. You must ‘Get It’, ‘Want It’, and have the ‘Capacity’ to do the role as defined.

• GET it: understand how the job works, why it’s important, and what it entails
• WANT it: have a level of passion about the job assigned
• CAPACITY: can actually do the job.

You must also engage with our Company’s core values ‘HECTOR’ and apply those values to your work every day.

H - HUNGRY

E - EXECUTES

C - COMPASSION

T – TEAM over self

O - OWNERSHIP

R – do the RIGHT thing

The Client Intake Specialist is an extension of our business and reflects our professionalism, productivity, and organization. This role impacts first impressions and thus is responsible for making a good first impression for the organization, which can affect the firm’s success.

• Warmly greet potential clients who call the firm.
• Promote the services we offer to potential customers.
• Develop and maintain database contacts.
• Communicate with clients to increase levels of business activity.
• Maintain accurate detailed records and accounts of firm clients.
• Complete follow‑up procedures of firm clients.
• Report any client disputes or concerns to manager immediately.
• Assist staff and attorneys with additional tasks as requested.
• Updates job knowledge by participating in educational opportunities and reading professional publications.
• Protects the firm by keeping information confidential.

• High School Diploma or higher
• 1 year call center experience preferred
• 1 year appointment setting experience preferred
• 1 year customer service experience preferred
• Excellent listening and communication skills both verbal and written
• Excellent Microsoft Office Skills
• Ability to work attentively on your own with little supervision
• Exude a professional, confident, positive demeanor
• Impeccable customer service
• Growth, achievement, goal oriented
• Bilingual in English / Spanish (Preferred)