Client Intake Specialist (Sales)

Are you a dynamic, motivated, and compassionate sales or service professional who wants to make a real impact in people's lives? Do you speak Spanish and want to help an underserved population? Then this might be the right role for you!

Position Summary

The Client Intake Specialist is responsible for evaluating and converting potential new clients (PNCs) over the telephone, while establishing and maintaining a true human connection with each person. Their role is to help
potential clients find clarity about their situation, educate them about their options, and help them make the best decision for their future. This position is the first step in making sure that our clients’ experience is of high and consistent quality.

What You'll Do

• Use company guidelines, scripts and procedures to speak with PNCs, collect and document their information, provide excellent customer service, and discuss our fees and hiring process


• Is informed and respectful of bar rules of ethics and professionalism, with special emphasis on the definition of providing legal services


• Set appointments for qualified potential clients and keep calendars and schedules
  organized


• Keep detailed notes in CRM documenting all communication with the PNC both before, during, and after contact 


• Facilitate a professional introduction (“hand-off”) to the legal team (next step of sales process) and finance team for every new client
  


• Use company guidelines to follow up with potential clients


• Refer out potential clients who do not meet our intake criteria in a compassionate manner so that the client gets the best help they can afford, and considers our company again should they need future legal services
  


• Perform miscellaneous clerical tasks as needed, including updating policies and procedures, spreadsheet management, and email to ensure operational efficiency
  


• Provide phone coverage (1st ring) if working weekend shift


• Foster a positive team environment by always communicating with each team member in a respectful and professional manner


• Other related duties as required and assigned

Education and Experience

• High school diploma required


• Minimum of three (3) years customer service or sales experience required
  


• Experience with CRM software preferred


• Previous legal experience and familiarity with terminology a plus


• Previous experience with a DUI can be helpful

Skills and Abilities

• Fluency in Spanish


• Ability to be confident, articulate, diplomatic; yet willing to speak frankly to the PNC when needed, with high emotional intelligence
  


• Have a passion for helping others and the ability to convey compassion and empathy


• Be highly professional, personable, friendly, and respectful to potential clients, and understand the art of building a relationship


• Learn Oregon’s DUI and traffic laws, police investigations, Oregon’s court systems, and conviction/sentencing consequences (training provided)


• Ability to be flexible, make decisions, and problem-solve under stress
  


• Self-Starter with strong multitasking skills
  


• Excellent written and oral business communication skills
  


• A high level of demonstrable organizational skills and attention to detail


• Ability to process many types of information and interpret situations


• Commitment to high professional ethical standards and to maintaining confidentiality of client information


• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form 


• Intermediate to Advanced proficiency with Microsoft Office Suite and ability to learn new software quickly 

What We Offer

• Hourly base + Bonus compensation


• 100% employer-paid medical, dental, and life insurance


• Generous PTO: 3 weeks' vacation (increases with tenure) + 40 hours sick time


• 401(k) with 3% employer contribution after 1 year


• Employee Assistance Program


• Work-life balance and an upbeat, team-first culture


• Work-from-home day after 90 days, second day after 180

About Us

Reynolds Defense Firm is a mid-sized, Portland, OR-based law firm. Our passion is helping clients create success stories in the courtroom and in life. We say we care about people, and we mean it - for both our clients and our employees. Having a strong sense of community within our workplace is essential. That is why nurturing our culture is just as important to us as the work that we do.

We've been voted the Best DUI Firm in the Pacific Northwest, Best of Willamette Valley, and Best of Rose City (Portland, OR) several years running. We are also the largest DUII defense firm in the PNW. With a unique brand, stellar courthouse reputation, and an incredible group of employees, our firm is dynamic and genuine in pursuing our mission with excellence.

Reynolds Defense Firm is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.