Job Description

Intake Specialist

Mike Morse Law Firm is seeking a dedicated and detail-oriented Intake Specialist to join our team. The Intake Specialist will be responsible for managing initial client interactions, gathering essential information, and ensuring a smooth intake process. This role is crucial in providing excellent customer service and supporting our legal team.

Joining the Mike Morse Law Firm means being part of a dynamic, supportive, and impactful organization. If you're looking for a place where you can grow professionally while making a difference, this firm could be the perfect fit for you.

Job Summary: The Contact Center Intake Agent is a pivotal role responsible for managing incoming calls and inquiries, ensuring a positive customer experience. The ideal candidate possesses contact center experience, the ability to work weekends, excellent time management, and a commitment to teamwork. Preferred qualifications include knowledge of Michigan No-Fault Auto Law, technical proficiency with Salesforce and Zoom softphones, and a reliable home office setup meeting specific requirement.

Mandatory Training:

• Duration: 4 weeks
• Schedule: Monday to Friday, 9:00 AM - 5:00 PM

Work Schedule (Post-Training):

• Mandatory: Monday, Tuesday, Friday, Saturday, and Sunday
• Shift Options: 9:00 AM - 5:30 PM / 10:00 AM - 6:30 PM / 11:00 AM - 7:30 PM
• Days Off: Wednesday and Thursday

Key Responsibilities:

Customer Interaction:

• Provide exceptional customer service by addressing inquiries, concerns, and requests.
• Utilize effective communication skills to ensure a positive customer experience.
• Enjoy engaging with people and excels in interpersonal communication.
• Provide empathetic guidance to prospective clients in the initial stages of the legal process, offering support during a challenging period in their lives.

Availability:

• Demonstrate flexibility by being available to work at least one weekend shift.
• Accommodate variations in work schedules based on business needs.

Time Management and Punctuality:

• Exhibit strong time management skills to prioritize tasks effectively.
• Ensure punctual and reliable attendance during scheduled shifts.

Team Collaboration:

• Work collaboratively with team members and other departments to resolve customer issues.
• Contribute to a positive team environment through effective communication and cooperation.

Feedback and Improvement:

• Display a willingness to receive and apply constructive feedback for personal and professional development.
• Continuously strive for improvement in customer service skills and efficiency.

Technical Proficiency:

• Possess strong computer and technical capabilities.
• Preferred knowledge of Salesforce and Zoom softphones to enhance job performance.

Home Office Requirements:

• Ensure a reliable internet connection with a minimum download speed of 100 Mbps.
• Maintain a quiet work environment conducive to effective customer interactions.
• Use a company-provided headset and a second monitor for enhanced productivity.

Qualifications:

• Previous experience in a contact center or customer service role.
• Excellent communication and interpersonal skills.
• Familiarity with customer service software and technical proficiency.
• Ability to adapt to a dynamic work environment.
• High school diploma or equivalent.

This comprehensive job description outlines the key responsibilities, preferred qualifications, and specific requirements for the Contact Center Intake Agent position, providing a clear understanding of the skills and attributes sought in potential candidates.

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