Intake & Engagement Specialist

Frost Law Firm Business Law Attorneys MD, DC, VA & FL; Annapolis (MD); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Health/Dental insurance

PTO

401K

Breakfast/Lunch provided daily

Job summary

Frost Law is seeking an intake-focused professional to deliver exceptional client service in a fast-paced law firm environment. The role involves learning and executing intake and engagement processes, handling high-volume calls, and entering client data into our CRM for accurate case management.

Ideal candidates bring 2+ years of customer service experience, familiarity with Google Workspace, and comfort with CRM tools.

Qualifications

• 2+ years of customer service experience (phone or call center preferred).
• Familiarity with CRM systems and data entry for client records.
• Strong communication and problem-solving skills; ability to manage high-volume calls.

Responsibilities

• Document Oversight & Compliance: Draft, review, verify, and facilitate the execution of critical legal and financial documents to ensure accuracy and adherence to regulatory standards.
• Billing: Experience with electronic payment systems, and processing initial retainer payments.
• Signature & Approval Coordination: Manage the collection and distribution of approvals and executed agreements, ensuring timely processing.
• Navigate CRM System: Effectively use our CRM system to quickly access and comprehend client information, including their current financial status and program progress.
• Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Putting callers in contact with attorneys who best meet their needs; respond promptly to inquiries.

Skills

Customer service

Phone etiquette

CRM experience

Data entry

Communication

Tools

Google Workspace

HubSpot

Clio

Job description

Frost Law is looking for a highly motivated individual who is passionate about creating a positive customer service experience for clients at a busy, hands-on law firm. This position requires immediate learning and execution of intake and engagement processes while managing high-volume inbound and outbound calls in a fast-paced environment. This is an opportunity for someone committed to long-term growth to develop expertise in our core business processes while contributing to a growing team.

Job Responsibilities

• Document Oversight & Compliance: Draft, review, verify, and facilitate the execution of critical legal and financial documents to ensure accuracy and adherence to regulatory standards.
• Billing : Experience with electronic payment systems, and processing initial retainer payments.
• Signature & Approval Coordination: Manage the collection and distribution of approvals and executed agreements, ensuring timely processing.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress.
• Maintain accurate and detailed records of all client interactions and program progress in the CRM system.

Lead Interaction

• Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us.
• Complete scheduled intake appointments with Prospective Clients to collect necessary information.
• Case Assessment: Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
• Follow-up with callers in a consistent and respectful manner.
• Conflict Check Protocols
• Documentation and Record Keeping: Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
• Putting callers in contact with attorneys who best meet their needs
• Respond promptly to all customer inquiries
• Engage with customers and be positive and professional Training: Participate in continuous guided and self directed training to stay updated on procedures, terminology, and best practices for client interaction.
• Outstanding interpersonal, communication, organizational, and problem-solving skills.
• Professional call center/scheduling experience a plus

The ideal applicant has 2+ years customer service experience, preferably on the phone or in a call center. Google Workspace, HubSpot, or Clio experience is a plus.

Schedule

Ability to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 10AM-6PM to 12PM-8PM range. It will require an occasional weekend shift.

Benefits

• Health/Dental insurance
• PTO
• 401K
• Breakfast/Lunch provided daily