Intake Specialist

Harris, Keenan & Goldfarb PLLC; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Harris Keenan and Goldfarb is seeking a Legal Intake Assistant in New York to serve as the first point of contact for clients and stakeholders seeking legal assistance or firm information. You will provide exceptional customer service, answer legal inquiries, and support the firm’s communication operations.

Responsibilities include handling hotline calls, assessing urgency, scheduling consultations, collecting information, and directing clients to appropriate resources while maintaining

Qualifications

• Experience in legal intake or call center is a plus.
• Spanish language ability is a plus.
• Prior experience in a legal call center, customer service, or a legal support role is advantageous.
• High school diploma or equivalent, additional education in call centers or customer service is a plus.

Responsibilities

• Professionally handle inbound hotline phone calls and outbound calls when necessary, addressing client inquiries, legal concerns, and appointment scheduling.
• Assess urgency and nature of the caller's legal issue and determine the appropriate course of action (refer to attorney, schedule consultations, or provide immediate assistance).
• Answer and route incoming calls, take messages and provide basic information.
• Collect essential information from callers, ensuring accuracy and confidentiality of details.
• Provide basic legal information within ethical and regulatory guidelines and direct clients to relevant resources or professionals as needed.
• Collaborate with legal professionals and support staff to ensure effective client support and a seamless workflow.

Education

High School Diploma or equivalent

Job description

Position Overview

As a Legal Intake Assistant at Harris Keenan and Goldfarb, you serve as the first point of contact for clients, prospective clients, and various stakeholders seeking legal assistance or firm information. This role involves providing exceptional customer service, answering legal inquiries, and assisting in the overall functioning of the law firm's communication operations.

Key Responsibilities

• Professionally handle inbound hotline phone calls and, when necessary, outbound calls, addressing client inquiries, legal concerns, and appointment scheduling.
• Assess the urgency and nature of the caller's legal issue and determine the appropriate course of action, which may include referring them to an attorney, scheduling consultations, or providing immediate assistance.
• Answer and route incoming calls, take messages and provide basic information.
• Collect essential information from callers, ensuring that all details are accurately recorded and kept confidential.
• Provide basic legal information within the limits of ethical and regulatory guidelines, directing clients to relevant legal resources or professionals when necessary.
• Collaborate with legal professionals and support staff to ensure effective client support and a seamless workflow.

Requirements

• Plaintiff-side personal injury experience.
• Prior experience in a legal call center, customer service, or a legal support role is advantageous.
• Fluency in Spanish is a plus.
• High school diploma or equivalent. Additional education or training in call centers or in customer service is a plus.

Compensation

$55k-65k per year, commensurate with experience.

Harris Keenan & Goldfarb provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.