Now Hiring - Reynolds Defense Firm - Sales - Client Intake Coordinator in Portland, OR

Full description of the position

Position Summary The Client Intake Coordinator serves as the first point of contact for potential clients. They are responsible for evaluating and scheduling potential new clients (PNCs) over the telephone, communicating company mission, providing information to clients and PNCs over the phone, and performing a variety of clerical and client care tasks. This position, being part of the Sales Department, has pride of ownership and sets the standard for all other interactions the clients will have as they move forward. To succeed in this role, you will be able to quickly establish rapport, build relationships, and evaluate each client's suitability as it pertains to the mission and goals of RDF. Listening to the stories of our potential clients can be emotionally challenging. You could hear stories related to drugs and alcohol, relationship issues, trauma, and you could be exposed to cultural and socio-economic diversity and disparities on a regular basis. You will also be exposed to the resilience and positive outcomes that occur when we provide compassion, empathy, and support to all who call and seek our services. *Essential Duties & Responsibilities * Provide excellent customer service by establishing and maintaining a true human connection with every potential client. * Speak with clients both by phone and occasionally in person, and accept payments as needed. * Follow scripts and procedures consistently to ensure an excellent client experience. * Use company guidelines to screen PNCs, gather pertinent information about their cases, and schedule intake phone calls with the Sales team. * Enter PNC contact and information data into our database. * Set appointments for qualified potential clients and keep sales team calendars and schedules organized. * Keep detailed notes in CRM documenting all communication with the prospective new client before, during, and after contact with them, and provide valuable information to the rest of the RDF team and the client. * Refer out potential clients who do not meet RDF's intake criteria in a compassionate manner so that the client considers our company again should they need future legal services. * Consciously contribute to the creation of a positive team environment by always communicating with each team member in a respectful and professional manner. * Perform miscellaneous clerical tasks as needed, including updating policies and procedures, spreadsheet management, and email to ensure operational efficiency. * Stay informed and respectful of bar rules of ethics and professionalism with special emphasis on the definition of providing legal services. * Perform other related duties as required and assigned. Required Education and Experience * High school diploma or equivalent required. * Minimum 3 years working in customer service or sales experience required. * Previous experience working in the service industry preferred. * Previous personal experience with a DUI helpful. * Experience with CRM software preferred. * Previous legal experience and familiarity with terminology a plus. Required Skills and Abilities * Ability to interpret varied instructions provided which can include verbal, written, diagram, or schedule forms. * Intermediate proficiency in customer service with ability to manage interactions in line with company messaging and vision. * Ability to work independently to identify and solve problems. * Ability to organize and prioritize workflow and tasks effectively. * Ability to respond to common inquiries and questions from internal and external customers. * Ability to operate office machines including copiers, scanners, phone and voicemail systems, and personal computer. * Intermediate proficiency with Microsoft Office Suite and comfortable learning and using new software programs. * Ability to maintain confidential information and record keeping. * Excellent interpersonal and internal customer service skills. * Ability to establish and maintain effective working relationships. * Excellent verbal and written communication skills. * Excellent organizational skills and attention to detail. * Have a passion for helping others and the ability to convey compassion and empathy.