Intake Specialist (Fredericksburg Office)

Are you looking to work with a legal team that values relationships both with clients and employees?  Would you like to work in a firm that believes in work life balance and offers outstanding benefits, including employer paid healthcare, generous compensation, a 401K plan with match, flex time, parental leave, and tuition reimbursement?  If so, you may be an Allen!

Allen & Allen is seeking an experienced Intake Specialist for our Fredericksburg office. The Intake Specialist is a full time, non-exempt level position reporting to the New Case Group Manager. The Intake Specialist's primary function is to provide outstanding client service while handling calls from prospective clients efficiently and effectively. We rely on our Intake team for their flexibility and patience, ability to connect with prospective clients, and their diverse experience and skills.

Key Responsibilities:

• Promptly answers incoming calls and/or emails regarding potential new cases for all locations.
• Utilizes the Firm's case management system and other technology resources to document new case and client information appropriately. Performs data entry of caller information, call outcome, referrals, scheduled appointments, and other transactions.
• Follows established guidelines regarding client service, responsiveness, appointment setting, and other call handling processes.
• Provides excellent client service by establishing a rapport with callers, using appropriate voice tone, clear enunciation, respectful words, as well as empathy for their situation and needs.
• Manages each call effectively, balancing the need to listen and obtain details from the caller with the need to minimize excessive call time.
• Evaluates the information obtained from each caller to determine whether an appointment should be set for the prospective client, a referral to another attorney or firm should be made, or some alternative information should be provided.
• Consults with the Intake Manager on elevated calls or to determine the best solution for a caller.
• Meets or exceeds established targets related to call intake, call handling, average call time, and other metrics.

Required Education & Experience for the Intake Specialist:

• High School Diploma or GED is required for this position, along with a minimum of 3 years related experience. A bachelors degree or nursing degree is preferred.
• Experience in a scripted Call Center.
• Experience must include client service, significant call handling, and administrative tasking.
• Knowledge or experience within the legal field (i.e. government, courts, or law firm) is preferred.
• Knowledge or experience with insurance claims, personal injury, products liability, medical malpractice, or similar areas is preferred.
• Knowledge or experience with medical transcription is a plus.
• Strong oral and written communication skills are required. Fluency in Spanish is a plus.
• Efficient typing skills are required, and the ability to communicate by phone and type simultaneously is also required.
• Good computer skills are required, to include familiarity with technologies in use at the Firm, including Windows, Microsoft Word, Excel, and Outlook, and Internet Explorer.
• Candidates must be able to work a schedule that may vary between the hours of 8:00 am and 6:00 pm Monday thru Friday. Saturdays from 9:00 am to 1:00 pm.

Allen & Allen is a firm built on integrity, respect, compassion, and trust.  We trust our employees to build relationships with clients, contribute to the community and take care of their families.  Our generous time off package includes paid time off to volunteer, for family vacations, holiday leave, sick leave and personal leave. 

The financial benefits of working at Allen & Allen include competitive salaries, 401k contribution and a 401k match, paid parental leave, tuition reimbursement, employer paid short and long-term disability, and life insurance. We offer a health and dental plan at no cost for employee coverage. 

To learn more about Allen & Allen, its rich tradition, generous benefits, and open positions visit us at  www.allenandallen.com 

We look forward to building a relationship with you!

Criminal records and background check will be completed after Offer.