Panchenko Law Firm, PLLC · 4 hours ago
Intake Specialist
Matthews, NC
Full-time
Onsite
New Grad, Entry LevelPanchenko Law Firm, PLLC is at the forefront of personal injury law in Charlotte, North Carolina, dedicated to delivering exceptional legal services. The Intake Specialist will streamline the intake process, improve client interactions, and ensure timely responses to leads, playing a crucial role in enhancing the firm's client service.
Law Practice
Responsibilities
Answer all inbound calls quickly, prioritizing speed-to-lead, and handle soft transfers within seconds to ensure no delays
Follow through the entire intake process up to the client's commitment to services, ensuring the information is accurately documented and transferred to paralegals
Implement a consistent follow-up cadence, ensuring every lead is contacted promptly and no potential client is left behind
Track and report intake metrics including intake volume, response times, conversion rates, and follow-up status to maintain transparency and support data-driven improvements
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
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
Assist with task tracking, internal step assurance, and support operations with small organizational needs when intake demand is low
Work with overseas team members to delegate follow-up tasks and coordinate multilingual support as needed
Help shape intake processes, document workflows, and develop metrics and plans to accommodate firm growth
Qualification
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
Panchenko Law Firm, PLLC
At THE LAW OFFICE OF DMITRIY V. PANCHENKO, we are a new kind of law firm for a changing world.
Founded in 2017
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase