Intake Specialist

Are you passionate about making a difference in people's lives while maintaining a healthy work-life balance? At Allen & Allen, we're not just a law firm; we're a family that champions our clients' rights and our employees' well-being. We're currently on the lookout for an Intake Specialist for our Richmond office's vibrant team.

Allen & Allen is seeking an experienced Intake Specialist for our Richmond office. The Intake Specialist is a full time, non-exempt level position reporting to the New Case Group Manager. The Intake Specialist's primary function is to provide outstanding client service while handling calls from prospective clients efficiently and effectively. We rely on our Intake team for their flexibility and patience, ability to connect with prospective clients, and their diverse experience and skills.

Key Responsibilities:

• Promptly answers incoming calls and/or emails regarding potential new cases for all locations.


• Utilizes the Firm's case management system and other technology resources to document new case and client information appropriately. Performs data entry of caller information, call outcome, referrals, scheduled appointments, and other transactions.


• Follows established guidelines regarding client service, responsiveness, appointment setting, and other call handling processes.


• Provides excellent client service by establishing a rapport with callers, using appropriate voice tone, clear enunciation, respectful words, as well as empathy for their situation and needs.


• Manages each call effectively, balancing the need to listen and obtain details from the caller with the need to minimize excessive call time.


• Evaluates the information obtained from each caller to determine whether an appointment should be set for the prospective client, a referral to another attorney or firm should be made, or some alternative information should be provided.


• Consults with the Intake Manager on elevated calls or to determine the best solution for a caller.


• Meets or exceeds established targets related to call intake, call handling, average call time, and other metrics.

Required Education & Experience for the Intake Specialist:

• High School Diploma or GED is required for this position, along with a minimum of 3 years related experience. A bachelors degree or nursing degree is preferred.


• Experience in a scripted Call Center.


• Experience must include client service, significant call handling, and administrative tasking.


• Knowledge or experience within the legal field (i.e. government, courts, or law firm) is preferred.


• Knowledge or experience with insurance claims, personal injury, products liability, medical malpractice, or similar areas is preferred.


• Knowledge or experience with medical transcription is a plus.


• Strong oral and written communication skills are required. Fluency in Spanish is a plus.


• Efficient typing skills are required, and the ability to communicate by phone and type simultaneously is also required.


• Good computer skills are required, to include familiarity with technologies in use at the Firm, including Windows, Microsoft Word, Excel, and Outlook, and Internet Explorer.

Physical and Environmental Requirements:

• General office environment requires sitting for long periods of time, occasional periods of standing and walking.


• Visual capability to work viewing a computer monitor for several hours of the day.


• The ability to work in an office environment around others.


• The ability to exhibit manual dexterity and use standard office equipment such as phones, keyboards, and copiers for extended periods of time.

Allen & Allen is a firm built on integrity, respect, compassion, and trust. We trust our employees to build relationships with clients, contribute to the community and take care of their families. Our generous time off package includes unlimited paid off and paid parental leave.

The financial benefits of working at Allen & Allen include competitive salaries, 401k contribution and a 401k match, tuition reimbursement, employer paid short and long-term disability, and life insurance. We offer a comprehensive, rich benefits package that includes a health and dental plan at no cost for employee coverage.

Discover more about our legacy, our commitment to our team, and the opportunities waiting for you at allenandallen.com.

Join us in our mission to advocate for justice and balance. We're excited to welcome you aboard and start this journey together.

We participate in the U.S. Department of Homeland Security's E‑Verify program to confirm the employment eligibility of all newly hired employees. To learn more about E‑Verify, please visit www.e‑verify.gov.

Allen, Allen, Allen & Allen is an Equal Employment Opportunity ("EEO") Employer.