Client Care Intake Coordinator

We're looking for a Client Care Coordinator (Intake) who can represent our values and principles with style and grace. You'll be working alongside our Chief Revenue Officer, so you can expect to be in good hands. Your main responsibility will be to connect with potential clients, understand their unique situations, and guide them through the intake process with charm, precision, and efficiency. We want to make sure that everyone who interacts with us feels heard and valued, and that's where you come in. If you're ready to make a difference in South Florida's legal community and be a part of a team of experts, welcome.

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• Client Interaction Serve as potential clients' primary point of contact, offering a welcoming and professional introduction to our firm.
• Inquiry Assessment Assess the urgency and relevance of each inquiry, ensuring prompt and appropriate responses.
• Lead Fielding Efficiently manage initial leads through various channels, including phone, email, social media, chat, and calls, ensuring prompt and courteous responses.
• Initial Case Qualification Conduct preliminary evaluations of potential cases, guiding decision-making processes.
• Enhancing Client Experience Contribute to a positive client experience from the first point of contact, embodying the firm's commitment to service and excellence.
• Information Gathering and Documentation Collect comprehensive case details from potential clients, meticulously documenting all relevant information for legal strategy planning.
• Scheduling Case Evaluations Coordinate case evaluations between potential clients and Client Care Specialists, ensuring a seamless transition.
• Database Maintenance Oversee and update the CRM database, ensuring accurate and organized records of all interactions and consultations.
• Prospective Client Follow-up We diligently follow up with prospective clients to address any additional queries and encourage engagement with our services.
• Attorney Referral Coordination Assist in managing the attorney referral process, ensuring a smooth and professional experience for both referring and receiving parties.
• Marketing Collaboration Work closely with the marketing team to track lead sources, contributing insights for marketing strategy adjustments.
• Reporting Regularly compile and present reports on intake metrics, trends, and outcomes, providing valuable insights for strategic planning and process improvements.
• Legal Compliance Ensure all intake activities comply with legal standards and the firm's ethical guidelines.

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Qualifications

• Proven experience in a customer service or intake role.
• Bilingual proficiency in English (C1) and Spanish is highly desirable.
• Exceptional communication and interpersonal skills, with a talent for building rapport and trust.
• Demonstrated ability to handle sensitive information with integrity and confidentiality.
• Excellent organizational skills, able to manage multiple tasks and prioritize effectively.
• Adept at problem-solving and decision-making.
• Enjoy working collaboratively in a team-oriented environment.
• Readiness to provide immediate support and accessibility to clients facing urgent, catastrophic issues.