Are you a social-justice-oriented professional who enjoys serving deserving and grateful clients? 

Do you have experience with customer service or sales? 

Do you enjoy working from home? 

Are you comfortable with technology and interacting with a global team via the latest teleconferencing and videoconferencing technology? 

Are you looking to join a team of smart, hardworking, and high-energy attorneys and legal professionals in one of the fastest growing law firms in the United States that has been certified as a Great Place to Work® for three years in a row? 

If you’ve answered yes to these questions, and your current employer does not offer the following perks: 

1. 100% remote work and, for employees, state-of-the-art firm-issued computer and telecommunications equipment; 
2. Competitive compensation; 
3. Open (unlimited!!!) paid time off; 
4. Professional growth opportunities; 
5. Paid holidays (ten days per year) and, for employees, paid sick leave in accordance with state law; 
6. For employees, health, dental, vision, and life insurance after ninety days of fulltime employment; and 
7. For employees, a 401(k) retirement plan with a mandatory employer contribution beginning twelve months from the date of employment. 

YOU MAY JUST BE THE PERSON WE’RE LOOKING FOR. 

We are a fast-growing distributed/virtual tenant rights law firm dedicated to changing lives—one tenant at a time.  We help California tenants who have been illegally evicted, discriminated against, harassed, or forced to endure uninhabitable living conditions recover money from their landlords.  

We are looking for a rockstar Client Intake Specialist to join the ranks of our Client Intake & Engagement Team.  The Client Intake Specialist’s primary duties are to (1) act as the first point of contact for all new callers and especially prospective new clients (PNCs), greeting them before their call goes to voicemail; (2) conduct a high-level screening to determine whether a PNC is Qualified; (3) if Qualified, conduct an intake to determine whether the PNC has a problem TLG may be able to help them with; and (4) schedule a Free Case Evaluation with a Client Engagement Specialist.  During business hours, the Client Intake Specialist will handle all calls to TLG telephone numbers.  This position will be responsible for critically important work, including:

1. Tracking Key Performance Indicators (KPIs) on a daily basis. 
2. Ensuring that no more than 25% of live phone calls from PNCs go to voicemail. 
3. Handling all calls from callers who are not PNCs according to TLG’s call handling policies. 
4. Conducting a quick screen for all PNCs, collecting contact information, information on how the PNC heard about TLG, and determining whether the PNC is Qualified or Unqualified. 
5. Conducting a short intake in English or Spanish for qualified PNCs; explaining next steps in the intake process; schedule a Free Case Evaluation with a Client Engagement Specialist; and preparing the PNC for next steps. 
6. Offering to provide a referral for unqualified PNCs. 
7. Scheduling 85% of Qualified PNCs for Free Case Evaluations (FCEs). 
8. Ensuring 100% of PNCs have been entered into the firm’s Customer Relationship Management software (Lawmatics). 
9. Ensuring all PNCs who contact the firm for help are better off, providing an empathetic voice and always engaging with them in a friendly and professional manner. 
10. Documenting all of the above in Lawmatics for the benefit of all team members of the Client Intake & Engagement Team. 
11. Enlisting the assistance of the Lead Client Intake Specialist, as needed, to determine whether a PNC is Qualified or Unqualified. 
12. Scheduling Silver, Gold, and Platinum Consultations, as needed, if the PNC needs legal advice from an attorney immediately. 
13. Contributing to the development and/or revision of the Client Intake & Engagement section of the firm’s online training app (Trainual). 
14. Attending Daily Stand-Up Meetings, Weekly Team Meetings, Weekly Lunch & Learns, Monthly Coaching Meetings, and Quarterly Action Planning Meetings.  

If the following statements describe you, then you may be our Client Intake Specialist: 

1. You are confident, articulate, and comfortable. 
2. You can empathize with PNCs’ situations, exuding warmth and compassion. 
3. You have either some previous familiarity with or an interest in tenant rights law and can learn what makes strong tenant rights cases. 
4. You believe in the firm’s commitment to work-life balance but are nonetheless prepared to arrive early, stay late, and work on weekends when necessary to get the job done. 
5. You have great attention to detail.  You proofread documents and emails; you do not let important details slip through the cracks or derail a project. 
6. You expect personal performance and team performance to be nothing short of the best. 
7. You are honest and trustworthy, do not cut corners ethically, earn trust and maintain confidences when appropriate, and, most importantly, do what is right, not just what is expedient. 
8. You are innovative, growth-minded, can generate new and creative approaches to problems, and can maximize value and use of technology and other resources. 
9. You can act without being told what to do and bring new ideas to the Chief Growth Officer. 
10. You work at a fast pace with the ability to move between tasks quickly, are not overwhelmed with volume or by deadlines, and spend time on tasks that add value. 
11. You develop and nurture productive and professional relationships with PNCs, clients, and staff, and are amicable, friendly, and warm. 
12. You are fast-learning, self-directed, and are able to work with minimal oversight. 
13. Your middle name is “No Drama.” 
14. You are an awesome juggler of tasks and can change gears quickly. 
15. You do not think of any task as “beneath you.” 

The ideal candidate has prior experience in customer service, legal sales, and/or direct client relations; speaks Spanish (preferably); has excellent interpersonal and organizational skills; and is proficient with the Windows Operating System and Microsoft Office, including Word, Outlook, Excel, Teams, and OneDrive.  Experience with Adobe Acrobat Pro, Zoom/Zoom Phone, Clio Manage, Lawmatics, and Keeper Security preferred, not required.  The ideal candidate has a demonstrated commitment to fighting for social justice and tenant rights, a high comfort level with technology, and an interest in growing with the firm.  Finally, the ideal candidate will have a positive attitude and sense of humor, and be willing to follow documented policies, systems, and procedures. 

This is a fulltime job, and you must be available to work between 8:00 a.m. Pacific and 5:00 p.m. Pacific with flexibility as to the timing of the one-hour lunch break to ensure continuous telephone coverage throughout the workday.  All work may be done virtually.  Compensation depends on experience.  Benefits include 100% remote work; open (unlimited!!!) paid time off; paid holidays (ten days per year); and professional growth opportunities.  For employees, benefits also include state-of-the-art firm-issued computer and telecommunications equipment; health, dental, and vision benefits after ninety days of fulltime employment; sick leave in accordance with state law; and a 401(k) retirement plan with a mandatory employer contribution beginning twelve months from the date of employment. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.