Job Summary: Ball Morse Lowe PLLC is seeking a compassionate and dedicated Client Advocate Specialist- Intake to join our team in Oklahoma City. This 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.
Key Responsibilities:
- 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.
Qualifications:
- Experience: Minimum of 1 year in a customer service or client-facing role; experience in a legal setting is a plus.
- Communication Skills: Excellent verbal and written communication abilities.
- Empathy and Resilience: High emotional intelligence with the ability to handle sensitive conversations professionally.
- Motivation: Goal-oriented mindset with a focus on guiding clients toward positive outcomes.
- Organizational Skills: Ability to manage multiple tasks efficiently in a fast-paced environment.
- Professionalism: Present a polished demeanor appropriate for a legal environment.
- Tech Savvy: Willingness to learn and use CRM software and other office tools (training provided).
What We Offer:
- Competitive Compensation: Base salary with performance-based incentives.
- Benefits Package: Comprehensive benefits including health insurance, retirement plans, and more.
- Supportive Environment: A team culture that values hard work, personal well-being, and mutual respect.
- Meaningful Impact: The opportunity to make a significant difference in the lives of individuals during critical times.
Work Environment:
- Location: Based in our Oklahoma City office.
- Hours: Full-time position, Monday to Friday, 8:00 AM to 5:00 PM.
About Us: At Ball Morse Lowe PLLC, we are committed to providing exceptional legal services with a personal touch. We understand the emotional challenges our clients face, and we strive to offer not just legal expertise but also compassionate support.
AAP/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
Job Type: Full-time
Pay: $35,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
