Client Advocate I - Intake | Ball Morse Lowe

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Position Summary

The Client Advocate – Intake position supports the firm and its clients as the front line of communication and client experience by handling inbound inquiries, completing high-quality conversations, and converting qualified prospects into active clients through empathetic and confident communication. This role requires strong attention to detail, the ability to communicate effectively, as well as the skill of time and work-flow management. Excellent client service is a must for this fast-paced legal environment. This team member will be supported by a team-based training model, strong lead and workflow, and the tools needed to succeed.

Reasonable Accommodation Statement

To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Job Duties

Respond to inbound inquiries via phone calls, online form submissions, and live chat from prospective clients.
Conduct timely communication and follow-up through calls, emails, and chat to move prospective clients forward.
Use sound judgment and discretion to manage inquiries and gather accurate case information.
Prepare and submit completed client intakes to the appropriate legal teams for review.
Establish prospective client’s trust and confidence by clearly communicating the firm’s value with empathy and competency.
Maintain thorough case and communication records including notes, tasks, and history interaction.
Adapt communication style to effectively engage a wide range of personalities and situations.

Competency Statements

Demonstrates strong attention to detail by carefully obtaining and documenting relevant information, ensuring accuracy, and maintaining organized records.
Provides excellent client service by communicating clearly and professionally, maintaining confidentiality, and building trust with clients.
Demonstrates strong verbal and written communication skills.
Presents with professional judgment, reliability, and ability to work independently and with teams.
Demonstrates comfort in working in a fast-paced, high-volume environment.
Shows the acuity to be detail-oriented with strong documentation skills.
Manages time effectively by prioritizing tasks/ deadlines, and balancing workload demands.
Contributes to teamwork by collaborating with attorneys, staff, and clients to support smooth case and project flow.
Applies technical proficiency with tools such as Microsoft Office, HubSpot (or similar CRM), as well as other firm tools and databases.
Uses problem-solving skills to identify issues, seek clarification, and propose practical solutions.
Adapts to shifting priorities and unexpected changes while maintaining a positive and professional attitude.

Supervisory Responsibility

This role has no supervisory responsibilities.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type and Expected Hours of Work

This is a full-time position with typical working hours Monday through Friday, 8:00 am through 5:00 pm. Hours and work shifts may change in accordance with business needs.

Required Minimum Job Qualifications, Experience, Education and Training Education

Education: High school diploma with preference for associate or bachelor’s degree

Skills: Proficient in Microsoft Office (Word, Outlook, Excel), strong organization and attention to detail

Preferred Job Qualifications, Experience, Education and Training

Education: Associate or bachelor’s degree

Experience: Strong preference for at least 1 year in Call-Center and/or customer service experiences

Skills: Proficient in Microsoft Office (Word, Outlook, Excel), strong organization and attention to detail, and preference for experience with HubSpot or a similar CRM

Additional Eligibility Qualifications

Must be able to accomplish all duties with little to no assistance.

Other Duties

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

Ball Morse Lowe PLLC is an Equal Employment Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by law.

Why Ball Morse Lowe

Competitive Compensation
Work-Life Balance: Lower minimum billable hour requirements and a flexible environment.
Collaborative Culture: Join a tight-knit team of dynamic, experienced legal assistants and attorneys. We prioritize development and mentorship and have cultivated a supportive, collaborative environment.
Rewarding, High-Impact Work: Join a team known for delivering exceptional legal solutions that earn the trust and respect of our clients. You’ll have the satisfaction of making a tangible impact while producing work you can be proud of.

Client Advocate I - Intake