Application for Employment

Lawyer Referral Representative

General Summary

Serves as primary contact for members of the public seeking a lawyer referral. Responds promptly and courteously to high volume of telephone inquiries by following standard scripts and procedures. Provides general information about the Lawyer Referral Service. Provides other assistance as required by the department.

Principal Responsibilities

• Use computer database to provide lawyer referrals to members of the public with the ability to pay for legal services
• Answer calls, retrieve voice mail messages, and return calls within 24 hours
• Keep records of interactions with callers, which includes recording details of inquiries and actions taken
• Prepare correspondence advising panel members of referrals and process outgoing mail daily
• Periodically review forms and computer operations and recommend improvements
• Report problems or concerns regarding call-intake and identify potential areas of improvement
• Verify the license status of panel members and/or State Bar members upon request
• Actively promote diversity within the office
• Perform other duties as assigned

Minimum Position Guidelines (Education, Experience, Knowledge Skills, and Abilities)

• High school diploma or equivalent required
• One to three years inbound customer service call center experience required
• Knowledge of principles and processes for providing customer service including needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Knowledge and structure of the English language required; bi-lingual preferred
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology
• Ability to work independently and resolve routine problems
• Ability to assist in orienting and training new lawyer referral staff
• Ability to listen to and understand information presented through spoken words and sentences
• Ability to communicate information in speaking so others will understand
• Ability to monitor and/or assess performance of oneself to make improvements
• Ability to actively look for ways to help people

Note: The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not an exhaustive list of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with this job. This job description is not an employment contract and SBM reserves the right to change this description at any time. SBM is an equal opportunity employer.

Qualified candidates should submit resumes with salary history and a completed State Bar application for employment to:

Mary Frook
Director of Human Resources
State Bar of Michigan
306 Townsend St.
Lansing, MI 48933-2012
or e-mail employment@mail.michbar.org