Intake Operator

Job Description

Job Description

Farah and Farah, P.A. is a leading personal injury law firm dedicated to serving the community with integrity, compassion, and exceptional legal expertise. Our team is passionate about fighting for justice and providing outstanding support to our clients. We are currently seeking an enthusiastic and detail-oriented Intake Operator to join our Jacksonville office and contribute to our mission of client advocacy.

As an Intake Operator at Farah and Farah, you will be the first point of contact for all incoming calls. Calls can vary from prospective clients seeking legal assistance to directing inquiries to another office or case. Your primary responsibility will be to manage and triage all incoming calls, ensuring that each caller receives prompt and professional attention. You will gather essential information and facilitate the smooth transition of calls to their appropriate resource.

Key Responsibilities:

• Caller Interaction: Answer incoming calls, emails, and online inquiries from potential clients, established clients, vendors, etc. Provide courteous and professional assistance, addressing initial questions and concerns.
• Information Gathering: Inquire and discover the caller needs to help direct calls with compassion and empathy.
• Team Collaboration: Work closely with intake team, attorneys, paralegals, and other team members to ensure a seamless client experience. Provide support and relay important information as needed.
• Compliance: Adhere to all legal and ethical standards, maintaining client confidentiality and complying with firm policies and procedures.

Minimum Qualifications:

• Education: High school diploma or equivalent required; associate’s or bachelors' degree preferred.
• Experience: Previous experience in a customer service, administrative, or legal intake role is highly desirable. Experience in a legal environment is a plus.
• Skills: Excellent communication and interpersonal skills. Strong organizational abilities and attention to detail. Proficiency in Microsoft Office Suite and experience with case management software is advantageous.
• Attributes: Professional demeanor, consistent empathetic attitude, and the ability to handle sensitive information with discretion. Capable of managing multiple tasks and adapting to a fast-paced environment.

Benefits We Offer:

• 401(k) with matching contributions 
• Comprehensive health, dental, and vision insurance 
• Life insurance and short-term disability coverage 
• Paid time off and an employee assistance program 
• Health savings account
• Referral program

Schedule:

• 8-hour shift
• Dayshift up until 6PM
• Monday to Friday
• Onsite, Professional Office/Call Center Setting

Equal Opportunity Statement: Farah & Farah provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

E-Verify: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.