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Form of workJob Description
Overview:
The Intake Specialist handles the Firm’s initial contact with potential new clients. The primary functions are to (1) qualify and screen leads for type of law and conflict of interest, (2) schedule and collect payment for initial consultations, (3) initiate the pre-engagement glide path, and (4) ensure all leads are properly directed through the intake funnel.
Reporting Relationship:
The Intake Specialist reports to the Firm Administrator.
Authority:
The Intake Specialist may work with a designated assistant or the receptionist to schedule prospective new clients for initial consultations and make reminder calls. The Intake Specialist has no supervisory or other authority beyond that specifically delegated by the Owner.
Additionally, non-attorney support staff are prohibited from practicing law by the ABA’s Rules of Professional Conduct and Tennessee Supreme Court Rules of Ethics. All client-focused work done by the Intake Specialist must be in support of and under the supervision of an attorney. In dealing with clients and potential clients, the Intake Specialist must be careful not to inadvertently slip into the unlawful practice of law. This would include answering client questions about what will happen in their case or recommending that a client undertake a certain course of legal action during their case.
In accordance with Bar rules, the Intake Specialist does not give legal advice, approve client engagements, or share fees with the Firm.
Compensation:$40,000.00 yearly + Performance Bonuses
Responsibilities:- Talk to leads and identify whether they are qualified leads by asking a series of questions designed to speak to the ideal client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest.
- Screen out unqualified leads through a series of questions designed to speak to the ideal A+ client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest.
- Schedule qualified leads for initial consultations (sales calls).
- Initiates the pre-engagement glide path for all prospects scheduled for initial consultation to create/foster a sense of excitement and urgency about engaging the Firm and improving the “show up rate” for people showing up for initial consultations.
- Be sure everyone who contacts the Firm for help is better off – whether by scheduling a consultation, making a referral to an appropriate firm or other contact, sharing free resources produced by the firm, or some other assistance.
- Prepares the salesperson with all the information needed for a successful conversation/consultation.
- Prepares engagement agreements and follows up to ensure prospects sign the agreement and make the agreed payment.
- Stay in contact with Leads who do not schedule consultations, PNCs who do not appear for their consult, and PNCs who do not sign up after their initial consultation to keep the door open for them to come in when they are ready.
- Update the Firm’s databases, reports, or spreadsheets to track incoming calls, leads qualified, consultations scheduled, referral sources, and other key metrics.
Education & Experience Requested
- Prior customer service experience is required.
- Education and/or work experience equivalent to a bachelor’s degree.
- Experience with a CRM, particularly data tracking and reporting, is required.
- Knowledge of the legal industry is an asset.
- Real-life experience & a few “battle scars” to give you empathy and understanding is an asset. Experience overcoming a major obstacle in life and making an important change in your life, so you know at your core that others can do it too, is a plus.
We are a business-minded divorce and child custody law firm that is on track for aggressive growth.
We want to be known for helping our divorce and child custody clients come out of an extremely emotional process feeling as though they are a better person, in a better position, and that they had a team behind them that really cared and fought for them.
