Intake Specialist

 Intake Specialist

Department: Intake
Reports To: Intake Supervisor/Manager
Employment Type: Full-Time, Non-Exempt
Location: On-Site – Houston, TX

Position Summary

Pusch & Wynne Injury Lawyers is seeking a professional, energetic, and compassionate Intake Specialist to serve as one of the first points of contact for potential clients seeking legal representation.

The Intake Specialist is responsible for answering incoming calls and inquiries, gathering accurate information from potential clients, evaluating matters based on the firm's intake criteria, maintaining consistent follow-up, and helping convert qualified leads into signed clients.

This position requires excellent communication skills, attention to detail, a strong sense of urgency, and the ability to communicate with individuals who may be dealing with difficult or stressful circumstances.

Key Responsibilities

• Monitor all inbound marketing lead sources and call potential clients as soon as possible;
• Handle incoming phone calls, empathetically, from prospective clients;
• Collect appropriate information from new leads and provide concise summary both written and verbal;
• Ensure all levels of the firm have a clear verbal and written summary of all calls;
• Input appropriate data into our Customer Relationship Management (CRM) system.
• Answer all other incoming phone calls from medical providers, insurance adjusters, defense counsels, existing clients, etc. and route to the correct recipient within the firm
• Assist new clients with their property damage claims from inception to resolution
• Assist new clients with initial medical treatment 
• Confidently explain our contract and all intake documents to new clients
• Follow up with all pending leads via phone call, email, text
• Meet with prospective clients in person to conduct intake interviews 
• Assist with receptionist duties on a as needed basis
• Responsibilities are subject to change due to operational changes

Knowledge, Skills & Attributes

• Consistent and punctual attendance.
• Fluent in Spanish and English (written and verbal)
• Strong organizational and communication (verbal and written) skills
• Must be detail-oriented
• Must be able to work independently, within a team and be a self-starter
• Ability to meet or exceed tight deadlines
• Ability to prioritize multiple tasks
• Ability to follow verbal and written instructions
• Ability to maintain confidentiality
• Strong time management skills
• Strong follow up skills
• Strong empathetic listening skills
• Projects confidence on the phone as well as in face to face client meetings
• Enjoys providing the highest level of service to clients
• Very computer savvy and able to learn new software
• Experience with Microsoft Office, Word, and Google sheets

Education & Experience

• High school diploma or general education degree (GED) - Preferred
• Minimum 1 year of customer service experience and customer service skills – Required
• Personal injury intake experience – Preferred