Intake Specialist

Titus Talent Strategies; Kennewick (WA); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Employer-paid medical, vision, and dental benefits

401(k) options with matching

PTO on an accrual basis

Bonus incentive opportunities

Job summary

A growing personal injury law firm in Kennewick, WA seeks a Customer Service / Intake Specialist to enhance client success through strong communication and technical skills. This role involves client engagement to convert inquiries into cases, prompt issue resolution, and maintaining accurate records in CRM systems. Candidates should possess a Bachelor’s degree and 1-3 years of relevant experience, with benefits such as medical, PTO, and bonus incentives offered.

Qualifications

• 1-3 years of customer service or sales experience in a professional setting.
• Ability to multitask and perform effectively under pressure.
• Strong business writing and verbal communication skills.

Responsibilities

• Engage with clients to convert inquiries into signed cases.
• Respond promptly to client inquiries and resolve issues.
• Create and maintain technical documentation for processes.

Skills

Customer service

Sales skills

Technical proficiency

Data analysis

Communication

Education

Bachelor’s degree in Business or Communications

Tools

Salesforce

SharePoint

Microsoft 365

Zoom

Adobe

Slack

Job description

Our client in the legal industry is a fast‑growing personal injury law firm committed to delivering outstanding client service and results. Their team sets the tone for client relationships and plays a critical role in driving firm growth. They are seeking a Customer Service / Intake Specialist who is passionate about client success, thrives in a competitive environment, and brings strong communication and technical skills to support intake and case‑management processes.

Position Overview

The Customer Service / Intake Specialist will serve as a key point of contact for clients, handling inquiries, providing real‑time troubleshooting, and supporting intake and conversion efforts. This role requires a blend of sales acumen, customer service expertise, and technical proficiency to ensure smooth operations and exceptional client experiences.

Key Responsibilities

• Engage with potential clients via phone, email, and in person to provide information and convert inquiries into signed cases
• Build strong rapport while maintaining a results‑driven approach with an understanding of data analysis and conversion rates
• Support the client experience through onboarding, sales, and cross‑selling opportunities when appropriate

Customer Service & Support

• Respond promptly to client inquiries and resolve issues with professionalism
• Provide real‑time troubleshooting for technical or process‑related concerns
• Maintain accurate records in CRM systems (e.g., Salesforce and related tools)

Technical & Documentation

• Create and maintain technical documentation for internal processes and client‑facing resources
• Utilize tools such as SharePoint, Adobe, Salesforce, and Slack for communication and documentation

Collaboration & Process Improvement

• Work closely with intake and case‑management teams to ensure seamless client onboarding
• Contribute to process improvements and assist with administrative tasks
• Maintain task documentation to support ongoing training and continuous improvement

Qualifications

Education:

• Bachelor’s degree required (Business, Communications, or related field preferred)

Experience:

• 1–3 years of customer service, sales, or related experience in a professional setting
• Familiarity with SharePoint, Microsoft 365, Zoom, Adobe, Salesforce CRM, and Slack
• Strong business writing and verbal communication skills
• Ability to multitask, prioritize, and perform effectively under pressure
• Results‑oriented, assertive, and motivated by growth
• Hybrid role based in Richland, WA (requires regular onsite interaction with team members and clients)

What We Offer

• Employer‑paid medical, vision, and dental benefits, including a monthly employer contribution to an HSA
• 401(k) options with up to a 4% Safe Harbor match
• PTO on an accrual basis
• Bonus incentive opportunities

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Sales and Customer Service

Industries

• Legal Services