_*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 glidepath, and (4) ensure all leads are properly directed through the intake funnel.
_*Reporting Relationship:*_
The Intake Specialist reports to the Owner.
_*Authority:*_
The Intake Specialist may work with a designated assistant or the receptionist to scheduling prospective new clients for initial consultations and making 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 Wisconsin State Bar Association rules.
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.
_*Responsibilities:*_
1.
The ultimate outcome/output of the Intake Specialist is booking initial consultations and initiating the pre-engagement glidepath to boost sales by pre-conditioning clients to hire the Firm.
2.
Intake screens 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.
3.
When Intake schedules a qualified lead for an initial consultation (sales call), they are responsible for initiating the pre-engagement glidepath to create/foster a sense of urgency about engaging the Firm and improving the “show up rate” for people showing up for initial consultations.
4.
Intake should also be sure everyone who contacts the Firm for help is better off for their effort.
This may take the form of a referral to an appropriate firm or professional contact, sharing free resources produced by the firm, or some other assistance.
5.
The Intake Specialist will stay in contact with Leads who do not schedule consultations, PNCs who do not appear for their consult, and PNCs that do not sign up after their initial consultation to keep the door open for them to come in when they are ready.
6.
Intake is responsible for updating the Firm’s databases, reports, or spreadsheets to track incoming calls, leads qualified, consultations scheduled, referral sources, and other key metrics.
_*Education & Experience*_
· Prior customer service experience required.
· Education and/or work experience equivalent to a Bachelor’s Degree.
· Experience with a CRM, particularly data tracking and reporting, 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.
_*Key Performance Indicators*_
1.
90% “show up” rate for PNCs scheduled for initial consultation.
2.
60% conversion rate for PNCs who engage after initial consultation.
Job Type: Full-time
Pay: $17.
00 - $22.
00 per hour
Expected hours: 40 per week
Benefits:
* 401(k)
* 401(k) matching
* Health insurance
* Paid time off
Schedule:
* 8 hour shift
* Monday to Friday
Education:
* Associate (Required)
Experience:
* Customer service: 4 years (Required)
* Law office: 1 year (Preferred)
Ability to Commute:
* Burlington, WI 53105 (Required)
Work Location: In person
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