Note: The job is a remote job and is open to candidates in USA. Bernard Nickels & Associates is a leading law firm specializing in mass tort and class-action litigation, and they are seeking dedicated Intake Center Agents to join their team. As an Intake Center Agent, you will be the first point of contact for potential clients, providing a welcoming and supportive experience while collecting detailed information and ensuring high service quality.

Responsibilities

• Answer inbound calls and address client inquiries with empathy and professionalism
• Make outbound calls to follow up on potential client leads, ensuring prompt and accurate responses
• Prioritize inbound calls and new intakes, adhering to protocols for timely and effective service
• Collect detailed information from clients, following specific intake guidelines
• Accurately document call details, including client needs and relevant information, in the system
• Ensure thorough and precise data entry to support the legal intake process
• Provide clients with a positive and informative experience, addressing any questions or concerns
• Communicate important information about our services and assist clients in understanding the process
• Respond to client feedback and requests with a commitment to maintaining high satisfaction levels
• Follow all call scripts and protocols for consistency and quality
• Work with the leadership team to improve call handling techniques and continuously enhance service

Skills

• High school diploma or equivalent required
• Strong verbal communication and active listening skills
• Ability to work in a fast-paced, high-volume environment
• Excellent organizational skills and attention to detail
• Ability to handle sensitive and confidential information with discretion
• Associate or bachelor's degree preferred
• College grads preferred; strong communicators adept in sensitive situations
• Go-getter, growth-oriented, ambitious, with leadership potential
• Interest in the legal field is a plus
• Call center or customer service experience is preferred but not mandatory
• Reliable transportation
• Basic knowledge of legal terminology is a plus, but not required
• Proficiency in Microsoft Office and case management software (Salesforce) preferred

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