Customer Service Specialist

Intake Specialist

Intake Full-Time

We are looking for talented individuals to join our growing team! Known for outstanding customer service and exceptional results, we are committed to achieving the best possible outcomes for our clients. Bring your knowledge, creativity, confidence, and passion to our team and be part of our dedication to winning!

The Intake Specialist position is based in our Holiday, Florida office and is an in-office position .

Summary: The Intake Specialist supports the organizations mission and goals by providing exceptional service to potential clients, vendors, and internal customers. The Intake Specialist is responsible for appropriately responding to telephone calls and other methods of contact to empathetically assess each potential clients unique situation and highlight the professional services available to support them.

Essential Functions:

• Answer incoming calls on advertisement lines in a timely manner. Establish trust and rapport with potential new clients from initial contact by using exceptional emotional intelligence and communication skills. Ensure clarity, empathy, and professionalism in every client communication.
• Handle potential client leads listed in the case management systems that have not been assigned. Follow up on leads according to the department schedule and continually follow up on leads that are unresponsive.
• Assess each potential clients unique situation and confidently present the best course of action and the strategies available to support their path to settlement.
• Perform accurate data entry, including proper grammar, spelling, addresses, medical information, and other relevant details, in the case management system. Ensure questionnaires are fully completed and complete and accurate notes are recorded in the Description of Incident section to provide additional details.
• Follow up with potential clients to ensure all necessary documentation to support their case is received.
• Seamlessly transition newly retained clients to the appropriate practice area.
• Complete special projects as assigned.

Required Skills/Abilities:

• Exceptional telephone-based customer service skills
• Ability to effectively communicate with clients from diverse backgrounds; bilingual (Spanish) a plus
• Ability to manage multiple tasks simultaneously, prioritize effectively, and maintain accurate records
• Dependable and reliable with excellent attendance and a strong work ethic
• High attention to detail and strong organizational skills
• Quick to learn and able to work with minimal supervision

Education & Experience:

• High school graduate or equivalent; some college a plus
• Proficiency with Microsoft 365, including Outlook, Word, and Excel
• Legal case management database experience a plus
• Familiarity with basic personal injury law concepts and terminology preferred

Benefits

• 12 paid holidays annually
• 10 days of paid time off annually
• 5 days of paid sick leave annually
• Medical, dental, and vision insurance
• 401(k) with fully vested safe-harbor company match after 1 year of service

As a multi-state employer, any salary range provided may not be applicable in all states. Any offer made to a successful candidate will be dependent on several factors that may include years of experience, education, location, and other relevant considerations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

We are an equal opportunity employer, and we welcome applicants from all backgrounds.

Disclaimer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.