Intake Coordinator - Esquire Law Services

Intake Coordinator- Esquire Law Services

MISSION STATEMENT: Esquire Law Services’ Mission is to be the leader in management, technology development and implementation for law departments and law firms.

The entire team of Esquire Law Services is dedicated to protecting our clients’ rights and to obtain financial justice from the parties responsible for their losses. We pride ourselves on forging meaningful relationships with our clients, built upon trust, and imparting our principal values into our individualized approach to each case. We are privileged to serve our clients in our community. We maintain a commitment to excellence and justice with an unrelenting devotion and dedication to our core principles.

VISION: Using our law knowledge combined with data science, we strive to advance the legal space with lawyer-led and tech-driven approaches to modernize and improve how we manage cases. We strive to handle each matter with accountability and responsiveness, as if we were representing ourselves.

The Role We are looking for a full-time, in-office Intake Coordinator to take calls from potential new clients (PNCs) for multiple law firms. In this position, you will answer and screen incoming calls from potential clients looking to obtain a personal injury lawyer. We are looking for someone with experience working in either a call center and/or customer service environment. This position requires you to be able to effectively communicate with people at all levels and from various backgrounds.

Job Duties for this role include:

? Answer incoming telephone calls for the Intake Department in a quick, yet effective manner.

? Respond to callers in a timely and accurate manner via phone, email, chat, and/or SMS.

? Identify and assess callers’ needs by actively listening and asking investigative questions.

? Capture detailed notes being provided by the callers.

? Achieve or surpass the daily minimum productivity quotas as decided by management.

? Follow a call flow to ensure all necessary information is captured.

? Send documents via electronic signature to callers.

? Perform other related duties as assigned by management.

About You Professionals that succeed in this role have the following personality traits and work habits:

? Works well within a team, as well as follows written and verbal instructions.

? Demonstrates a positive attitude and willingness to learn.

? Excellent verbal and written communication skills.

? Maintains a professional tone over the phone.

? Ability to de-escalate angry/upset callers.

? Excellent customer service skills.

? Excellent active listening skills.

? Willing to adapt to change as the company grows and your role evolves.