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Ticket Crushers, A Law Corporation · 1 month ago

Intake Specialist

Matthews, NC

Full-time

Onsite

New Grad, Entry Level

Crisprecruit is seeking an Intake Specialist for Panchenko Law Firm, a leading personal injury law firm in Charlotte, North Carolina. The role involves managing the intake process, ensuring efficient client interactions, and establishing procedures to enhance the firm's responsiveness and client service.

ConsultingLaw EnforcementLegalProfessional Services

Growth Opportunities

Responsibilities

Immediate Response: Answer all inbound calls quickly, prioritizing speed-to-lead, and handle soft transfers within seconds to ensure no delays

Intake Process Management: Follow through the entire intake process up to the client's commitment to services, ensuring the information is accurately documented and transferred to paralegals

Follow-Up and Conversion: Implement a consistent follow-up cadence, ensuring every lead is contacted promptly and no potential client is left behind

Metric Tracking & Reporting: Track and report intake metrics including intake volume, response times, conversion rates, and follow-up status to maintain transparency and support data-driven improvements

KPI Development & Optimization: Help develop and refine intake KPIs such as speed-to-lead thresholds, conversion goals, and follow-up SLAs, and proactively recommend improvements to increase efficiency and responsiveness

Overflow & After-Hours Coordination: Support the firm’s overflow and after-hours process by coordinating with AnswerConnect and contributing to the development of long-term solutions, including evaluating future tools such as CaptureNow

Light Project Management: Assist with task tracking, internal step assurance, and support operations with small organizational needs when intake demand is low

Coordination with International Assistants: Work with overseas team members to delegate follow-up tasks and coordinate multilingual support as needed

Department Development: Help shape intake processes, document workflows, and develop metrics and plans to accommodate firm growth

Qualification

Customer Service SkillsTechnology ProficiencyAttention to DetailMetric TrackingProject ManagementSpanishRussian/UkrainianCollaboration

Required

Strong background in customer interaction, with a friendly, engaging demeanor and excellent communication abilities

Highly organized, with a strong follow-through and ability to maintain accurate records

Comfortable using Microsoft Office, Google Workspace, Adobe, and the Dialpad phone system, and willing to learn new tools like Filevine, Lead Docket, and other firm software as needed

Thrives in an in-office role where collaboration and direct engagement with colleagues are integral to success

Preferred

Knowledge of Spanish or Russian/Ukrainian is a plus, but not mandatory

Background in customer service, hospitality, or healthcare intake preferred for its transferable skills

Benefits

Bonuses: Performance-based incentives tied to successful intake metrics and conversion rates.

Company

Ticket Crushers, A Law Corporation

The experienced attorneys at Ticket Crushers, the Bay Area's premier Traffic and DUI Law Firm represent clients throughout the San Francisco Bay area for Traffic Violations, Criminal Defense, and Driving Under the Influence ("DUI") charges.

Founded in 2015