[Hiring] Intake Coordinator @Loker Law

Role Description

The Intake Coordinator serves as the first point of contact for clients and is, in most cases, the first impression a potential new client will ever have of the firm. The Intake Coordinator guides potential new clients through the intake phase, delivers an exceptional client service experience at every point of contact, and supports attorneys, clients, and staff during the initial intake phase.

Because prospective clients frequently reach out during a stressful, confusing, or urgent moment in their lives, this role requires consistent patience, empathy, professionalism, discretion, and a sense of urgency. The quality of the client experience delivered by the Intake Coordinator directly affects whether a potential new client retains the firm, refers others to the firm, and trusts the firm with their matter.

• Welcome potential clients with warmth and professionalism, ensuring their first impression of our firm is positive and lasting.
• Receive inquiries from potential new clients via phone, email, website referrals, or other referral channels.
• Contact potential new clients via phone, email, or text to gather information about their situation.
• Guide new clients through the intake process, providing clear, concise information to help them understand our services.
• Listen actively to clients' needs and concerns, demonstrating empathy and understanding in every interaction.
• Follow up with potential new clients to collect and accurately record client information and documents (including personal details, case specifics, and other relevant data) in the firm’s CMS.
• Collect and organize the documents needed to evaluate a claim; prepare and circulate retainer agreements, obtain signatures, and confirm execution.
• Collaborate with attorneys and staff to ensure a seamless transition from intake to case management.
• Maintain regular communication with clients throughout the intake process, providing updates and addressing any questions or concerns.
• Respond promptly to client inquiries, demonstrating a sense of urgency and commitment to client satisfaction.
• Identify and address any potential issues during the intake process, proactively finding solutions to enhance the client experience.

Qualifications

• Experience in a client-facing or customer service role, ideally within the legal industry.
• Strong organizational, time management, communication, and interpersonal skills with a positive customer service-oriented attitude.
• Excellent telephone etiquette and professional, accurate written communication.
• Proficiency in Microsoft Word, Excel, and Google Workspace; experience with Lead Docket is a plus.
• Ability to empathize and a strong desire to help those in need.
• Ability to maintain confidentiality and exercise discretion with sensitive information.
• Ability to remain calm, courteous, and solution-focused with distressed or dissatisfied callers.
• Ability to work independently while functioning as a key member of a team.
• High school diploma or equivalent required; bilingual (English/Spanish) a plus.

Requirements

• Must be located in the Pacific Time Zone.
• Anticipated Schedule: 10 a.m.- 7 p.m. PST.

Benefits

• Remote, Hybrid, and In-person work options will be considered.