Offer summary

Qualifications:

2+ years of experience in a high call volume environment, preferably in the legal industry., Excellent written and verbal communication skills, with a focus on spelling and grammar., Fluency in English, with the ability to read, write, and speak effectively., Computer proficiency and ability to work with multiple systems and monitors..

Key responsabilities:

Provide exceptional customer service to establish and maintain relationships with clients and callers.

Accurately input caller information and follow specific prompts to gather detailed information.

Complete caller intakes by adhering to account-specific instructions and scripted verbiage.

Identify and escalate priority issues while managing productivity goals and system time efficiently.

Job description

About Alert Communications:

Alert Communications’ 24/7/365 live answering service is a legal only call center that handles leads, current clients and intakes for law firms, independent lawyers and legal marketing agencies in every practice type. Our company culture is people focused; the happiness of our team is a top priority. Our employees are passionately engaged with their work and take advantage of opportunities to learn, grow, and develop. By facilitating open and honest communication at every level, from customer-facing receptionists to our senior leadership team, we continue to create an environment of trust and integrity.

Summary of Position:

As an Intake Specialist, you are responsible for answering, classifying and qualifying potential clients for law firms. Your commitment to providing outstanding customer service to potential clients is crucial in maintaining the positive reputation of both our company and the represented law firm that we partner with.

*** Must be able to work Holidays and Weekends ***

Position Responsibilities:

Provide exceptional customer service to establish or maintain a relationship between our clients and their callers
Input caller information accurately to properly classify the call
Follow specific prompts to obtain detailed, fact specific information from the caller
Follow all account specific instructions including scripted verbiage
Complete all caller intakes accurately by following correct paths and instructions
Identify and escalate priority issues accordingly
Adjust communication style for each call, conveying confidence and empathy where appropriate
Meet productivity goals
Manage on system time efficiently to maximize productivity
Manage and record off system time appropriately, honestly, and accurately

Requirements

2+ years of experience in a high call volume environment, with legal industry experience preferred

Excellent written and verbal communications skills, specifically spelling and grammar
Ability to read, write and speak English fluently
Ability to work weekends and holidays
Ability to type 30 wpm with 94% accuracy
Computer proficiency skills and ability to work with multiple systems and monitors
Internet Requirements:

Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)

High speed internet (at least 10 Mb upload and at least 50 Mb download)
Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Preferred Skills: