Are you passionate about making a difference in people's lives while maintaining a healthy work-life balance? At Allen & Allen, we're not just a law firm; we're a family that champions our clients' rights and our employees' well-being. We're currently on the lookout for an experienced Intake Specialist for our Fredericksburg office's vibrant team.
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.
Qualifications :

• High School Diploma or GED is required for this position.
• Minimum of 3 years' experience in a scripted Call Center or similar.
• 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.
• 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.
• Bilingual in Spanish preferable.

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.
Job Duties:

• 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.

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 for family vacations, sick leave and personal leave. We also offer paid time off to volunteer to empower our team to contribute to the community.
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 comprehensive, rich benefits package that includes a health and dental plan at no cost for employee coverage.
Discover more about our legacy, our commitment to our team, and the opportunities waiting for you at allenandallen.com.
Join us in our mission to advocate for justice and balance. We're excited to welcome you aboard and start this journey together.
Criminal records and background check will be completed after Offer.