Senior Intake Specialist (Bilingual)
Lisinski Law Firm, Dallas, TX, United States
Position Purpose
The Sr. Intake Specialist serves as the most experienced member of the Intake Specialist team and provides elevated support to our clients and intake team by resolving complex issues, answering inquiries, and ensuring an overall positive experience. This individual acts as a knowledge resource for other team members by assisting in training or shadowing sessions to ensure a red‑carpet experience for each client in our office. The role requires strong analytical and problem‑solving skills and fluency in English and Spanish.
Your Key Contributions
Support Intake team with creating and executing training for new and existing team members.
Support weekly team meetings to review questions and any process updates.
Support Intake Manager with developing a business plan covering sales, revenue, and expense controls for the local office.
Assist team members in completing office open and close checklists on a daily basis.
Provide guidance and support to team members to follow standard processes and create a consistent, elevated experience to all clients.
Collaborate with management to review and improve customer service processes and procedures for efficiency and effectiveness.
Approve payment plans or manager specials for clients based on approved guidelines.
Assist team members in adhering to the Attorney’s approved ethical sales scripts to convert potential leads into clients.
Work with Intake Specialists that have lower close rates by doing role plays and shadowing sessions, and provide feedback for improvement.
Assist with creating new processes, SOPs, and scripts to improve the client experience.
Monitor and review consultations facilitated by Intake Specialists and provide shared recommendations for improvement. May also handle complex client consultations.
Assist with escalating phone calls from dissatisfied clients or clients requesting additional information.
Assist the Intake Manager with tracking sales goals and reporting of results.
Travel to other offices to offer support as needed.
Additional duties and responsibilities as assigned by management.
What Makes You a Great Fit
Bachelor’s Degree in Business Management or Political Science preferred.
High school diploma or equivalent experience required.
Previous leadership experience preferred.
Skills in analyzing metrics to provide feedback and look for areas of improvement.
Advanced proficiency with Microsoft Office Suite and Dropbox.
Excellent bilingual (English and Spanish) interpersonal and communication skills, both written and verbal.
Excellent time management skills with a proven ability to meet deadlines and time manage themselves and others, including ability to prioritize tasks and delegate when appropriate.
Leadership qualities, including the ability to guide and support team members.
Impeccable organizational skills and attention to detail.
Strong analytical and problem‑solving skills.
Benefits & Compensation
Compensation: $27/hour + Bonuses.
Schedule: Tuesday to Saturday 8:30 am – 5:30 pm CST. On‑site Dallas office.
401(k) Match
Health Savings Account or Flexible Spending Account options.
Dependent Care FSA
Basic Life Insurance
Voluntary Life & AD&D
Disability Insurance
Hospital Indemnity Insurance
Employee Assistance Program
Paid Time Off
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Your Key Contributions
Support Intake team with creating and executing training for new and existing team members.
Support weekly team meetings to review questions and any process updates.
Support Intake Manager with developing a business plan covering sales, revenue, and expense controls for the local office.
Assist team members in completing office open and close checklists on a daily basis.
Provide guidance and support to team members to follow standard processes and create a consistent, elevated experience to all clients.
Collaborate with management to review and improve customer service processes and procedures for efficiency and effectiveness.
Approve payment plans or manager specials for clients based on approved guidelines.
Assist team members in adhering to the Attorney’s approved ethical sales scripts to convert potential leads into clients.
Work with Intake Specialists that have lower close rates by doing role plays and shadowing sessions, and provide feedback for improvement.
Assist with creating new processes, SOPs, and scripts to improve the client experience.
Monitor and review consultations facilitated by Intake Specialists and provide shared recommendations for improvement. May also handle complex client consultations.
Assist with escalating phone calls from dissatisfied clients or clients requesting additional information.
Assist the Intake Manager with tracking sales goals and reporting of results.
Travel to other offices to offer support as needed.
Additional duties and responsibilities as assigned by management.
What Makes You a Great Fit
Bachelor’s Degree in Business Management or Political Science preferred.
High school diploma or equivalent experience required.
Previous leadership experience preferred.
Skills in analyzing metrics to provide feedback and look for areas of improvement.
Advanced proficiency with Microsoft Office Suite and Dropbox.
Excellent bilingual (English and Spanish) interpersonal and communication skills, both written and verbal.
Excellent time management skills with a proven ability to meet deadlines and time manage themselves and others, including ability to prioritize tasks and delegate when appropriate.
Leadership qualities, including the ability to guide and support team members.
Impeccable organizational skills and attention to detail.
Strong analytical and problem‑solving skills.
Benefits & Compensation
Compensation: $27/hour + Bonuses.
Schedule: Tuesday to Saturday 8:30 am – 5:30 pm CST. On‑site Dallas office.
401(k) Match
Health Savings Account or Flexible Spending Account options.
Dependent Care FSA
Basic Life Insurance
Voluntary Life & AD&D
Disability Insurance
Hospital Indemnity Insurance
Employee Assistance Program
Paid Time Off
#J-18808-Ljbffr