Intake Specialist - Lafayette, LA

Laborde Earles•Lafayette, LA

20h

About The Position

Grow with us! We are featured in Inc. Magazine's prestigious 2023 Inc. 5,000 Fastest-Growing Private Companies List and are the 25th fastest-growing private company in the entire state of Louisiana! Do you find satisfaction in helping people and making a difference in their lives and the lives of their communities? Laborde Earles is committed to providing quality representation to our clients and being fully attentive to their needs, which starts by providing the same favorable environment for our team members. Join us in standing up for our clients, with our community, by our work, and beside each other! The Opportunity: We are looking for a highly-motivated Intake Specialist to set the bar high for effective client communication and increase case sign-ups. The Intake Specialist follows leads for potential clients and does not partake in any cold calling. This is an ideal position for an empathetic, self-starter with specific expertise in both Sales and Customer Service roles, who would like to join our growing and high performing team. As part of our Intake Team, you will support our firm wide success by signing new clients. This role requires exceptional consultative skills and a customer service orientation. A successful candidate for this role will be a social adept and sales professional who is dedicated to providing flawless execution and has a track record of building rapport with clients in a professional environment. We are seeking individuals with open availability as this role includes alternate shifts that may differ from our regular business hours, which could include weekend shifts and/or evening hours. Objective: Answer and transfer non-lead calls and process all assigned intakes from initial contact to ultimate resolution of signed-up, referred, or rejected.

Requirements

Typing speed of 50 WPM with 95% accuracy
Excellent oral communication skills
Attention to detail and accuracy
Confidentiality and strong judgment
Problem analysis and problem-solving
Professionalism
Teamwork
Willingness to perform any/all tasks as assigned by handling attorney, supervisor and/or firm leadership in support of the firm’s growth and success
High school diploma or equivalent
Proficient in data entry and management
1-3 years customer service or call center experience preferred

Nice To Haves

Previous experience within legal, medical, or insurance industry preferred

Responsibilities

Accountable to process intake leads and non-lead calls in a sympathetic and professional manner.
Answer non-lead phone calls and forward to the appropriate Laborde Earles team member.
Phone and email leads.
Ensure all assigned leads from various lead sources are properly and accurately entered into Litify as “Intakes.”
Daily review of the following status categories to make sure leads are converted to sign-ups and cases we decided to reject are notified quickly: Open; Working; Under Review; Pending Sign Up; Contract Signed; Chase.
Provide excellent service at all times to prospective clients.
Achieve and maintain an “Effective” rating for: Call Quality Evaluation Scorecard; Monthly Performance Scorecard.
Accountable to facilitate intake sign up, referral, and rejection steps for all assigned lead.
Sign-ups: Ensure that all details are reviewed with Potential New Client; Name, address, phone number and email are verified multiple times; Verify all parties involved & details of incident; Set proper expectations; Show empathy and gratitude & be respectful/professional.
Referrals: Manage referrals by entering details accurately and follow all appropriate steps; Follow up with referral partners on acceptance or rejection of referred cases.
Rejections: Ensure all rejections are documented in Litify appropriately; Ensure all letters are sent out in a timely manner.
Accountable to assist fellow intake specialists and receptionist as needed.
Willingness to assist co-workers with: Decision making; Research any and all information for the potential client; Coverage for phones, reception duties, etc.
Exhibit initiative: Provide ideas and suggestions for Intake and/or firm.
Flexibility & acceptance of change: Embrace new processes; Exhibit a positive attitude toward changes.

Benefits

Optional companywide events allowing you to play as hard as you work, such as Crawfish Boils, Christmas parties, Retreats, and more!
Work-life balance is encouraged as we consider 36.5 hours your full-time requirement and we rarely exceed a 40-hour workweek. We prefer you work to live, not live to work.
We celebrate life's little (& big) moments with you from birthdays & work anniversaries to marriages and births, as well as, support you when the going gets tough from procedures/hospitalizations to loss of a loved one.
Collaboration and team member rapport is cheered and emboldened.
Company-paid Short-term disability & Life/AD&D
Health, vision, dental, long-term disability, critical illness, and additional life insurance policies upon eligibility waiting periods
401(k) upon eligibility waiting period
PTO, paid holidays (10), and paid maternity leave
Health Savings Account (HSA), Flexible Spending Accounts (FSA), including dependent care
Employee Assistance Program (EAP)