Intake Specialist
Sechler Law Firm, LLC, Warrendale, PA, United States
Description
Our law office is growing fast, and we're searching for a full-time client engagement specialist to help us succeed! We are seeking a compassionate and professional individual to be the first point of contact for clients in their time of need. This phone-heavy role involves handling a high volume of inbound and outbound calls, gathering key information, and guiding potential clients through the intake process with empathy and professionalism.
Sales or customer service experience is a plus, as the ideal candidate will be comfortable building rapport and helping clients take the next steps toward securing their future. If the thought of coming to work every day and making a positive impact on clients' lives excites you, we'd love to hear from you!
Responsibilities
•
Answer and manage a high volume of inbound phone calls
from potential and current clients with professionalism and empathy. •
Conduct outbound follow-up calls
to prospective clients to gather information, confirm appointments, and offer support. •
Guide clients through the intake process , collecting essential personal and legal information accurately and confidentially. •
Listen actively and compassionately
to understand each client's unique situation and provide reassurance during sensitive conversations. •
Maintain detailed and organized records
of all client communications and interactions in the firm's case management system. •
Coordinate initial consultations
between clients and attorneys, ensuring all necessary documentation is obtained in advance. •
Identify and qualify potential clients
based on the firm's criteria and refer to appropriate team members as needed. •
Collaborate with attorneys and legal staff
to ensure a smooth handoff and continuity of care. •
Meet performance metrics
related to call volume, conversion rates, and response times. • Take charge of various office tasks such as email correspondence, document management, data organization, and research to make sure our firm is running at peak efficiency • Set appointments for potential clients that meet our criteria to keep our lawyers' schedules organized and grow our caseload • Collect paperwork and enter data into our case management system to ensure a smooth onboarding for new clients and tidy management of case files • Screen incoming potential client phone calls to make sure the case falls within the scope of the firm, while helping the caller feel heard and understood • Help foster prospective client streams by providing input into awareness and law firm partnerships initiatives alongside the marketing team
Qualifications
•
Excellent verbal communication and interpersonal skills , with the ability to speak compassionately and professionally to clients in emotional or stressful situations. •
Previous experience in a customer service, sales, or call center role
(preferably phone-based). •
Strong organizational skills
with attention to detail and the ability to manage multiple tasks and calls simultaneously. •
Comfortable with technology , including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace). •
Ability to handle confidential and sensitive information
with discretion. •
Prior experience in a legal, medical, or professional services setting
is a plus. •
Sales experience or a consultative sales background
is helpful, especially with converting inquiries into appointments. •
Empathy and patience , particularly when dealing with clients discussing personal or emotional topics related to estate planning. •
High school diploma or equivalent required; associate's or bachelor's degree preferred. • Firm knowledge of spreadsheet and data management, as well as computer skills • Previous legal experience a plus • High school diploma or equivalent needed, while a Bachelor's degree is desired • Familiarity with case management and CRM systems a bonus • Skilled with Microsoft Office, especially Microsoft Excel
Our law office is growing fast, and we're searching for a full-time client engagement specialist to help us succeed! We are seeking a compassionate and professional individual to be the first point of contact for clients in their time of need. This phone-heavy role involves handling a high volume of inbound and outbound calls, gathering key information, and guiding potential clients through the intake process with empathy and professionalism.
Sales or customer service experience is a plus, as the ideal candidate will be comfortable building rapport and helping clients take the next steps toward securing their future. If the thought of coming to work every day and making a positive impact on clients' lives excites you, we'd love to hear from you!
Responsibilities
•
Answer and manage a high volume of inbound phone calls
from potential and current clients with professionalism and empathy. •
Conduct outbound follow-up calls
to prospective clients to gather information, confirm appointments, and offer support. •
Guide clients through the intake process , collecting essential personal and legal information accurately and confidentially. •
Listen actively and compassionately
to understand each client's unique situation and provide reassurance during sensitive conversations. •
Maintain detailed and organized records
of all client communications and interactions in the firm's case management system. •
Coordinate initial consultations
between clients and attorneys, ensuring all necessary documentation is obtained in advance. •
Identify and qualify potential clients
based on the firm's criteria and refer to appropriate team members as needed. •
Collaborate with attorneys and legal staff
to ensure a smooth handoff and continuity of care. •
Meet performance metrics
related to call volume, conversion rates, and response times. • Take charge of various office tasks such as email correspondence, document management, data organization, and research to make sure our firm is running at peak efficiency • Set appointments for potential clients that meet our criteria to keep our lawyers' schedules organized and grow our caseload • Collect paperwork and enter data into our case management system to ensure a smooth onboarding for new clients and tidy management of case files • Screen incoming potential client phone calls to make sure the case falls within the scope of the firm, while helping the caller feel heard and understood • Help foster prospective client streams by providing input into awareness and law firm partnerships initiatives alongside the marketing team
Qualifications
•
Excellent verbal communication and interpersonal skills , with the ability to speak compassionately and professionally to clients in emotional or stressful situations. •
Previous experience in a customer service, sales, or call center role
(preferably phone-based). •
Strong organizational skills
with attention to detail and the ability to manage multiple tasks and calls simultaneously. •
Comfortable with technology , including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace). •
Ability to handle confidential and sensitive information
with discretion. •
Prior experience in a legal, medical, or professional services setting
is a plus. •
Sales experience or a consultative sales background
is helpful, especially with converting inquiries into appointments. •
Empathy and patience , particularly when dealing with clients discussing personal or emotional topics related to estate planning. •
High school diploma or equivalent required; associate's or bachelor's degree preferred. • Firm knowledge of spreadsheet and data management, as well as computer skills • Previous legal experience a plus • High school diploma or equivalent needed, while a Bachelor's degree is desired • Familiarity with case management and CRM systems a bonus • Skilled with Microsoft Office, especially Microsoft Excel