After-Hours Legal Intake Specialist

Position Overview

The After-Hours Legal Intake Specialist is responsible for handling inbound calls, online inquiries, follow-ups, and client communications during evening operations. This role requires strong customer service skills, attention to detail, professionalism, empathy, and the ability to multitask effectively. You will work closely with the intake team, attorneys, and operational leadership to ensure all potential clients are handled promptly, accurately, and professionally.

Key Responsibilities

• Client Intake & Communication
• Answer inbound calls from potential new clients in a professional and compassionate manner
• Gather and document detailed accident and injury information accurately
• Conduct initial intake screenings and evaluate case eligibility based on firm criteria
• Build rapport and provide excellent customer service to individuals seeking legal assistance
• Maintain professionalism and empathy when speaking with injured or emotional callers
• Handle escalated or urgent situations calmly and appropriately
• Case Documentation & Systems
• Enter and update client information accurately within internal systems and case management software
• Create and organize intake records and supporting documentation
• Ensure all intake notes are detailed, accurate, and properly documented
• Verify information and identify missing documentation when necessary
• Maintain confidentiality and compliance with firm policies and procedures
• Operational Support
• Cook up with attorneys and management regarding urgent or priority matters
• Aid with follow-up calls, text communications, and lead management
• Support after-hours operational coverage to ensure client needs are addressed promptly
• Meet productivity, quality assurance, and responsiveness expectations
• Work collaboratively with the intake and operations teams to maintain a high standard of client service

Requirements

• - Previous customer service, intake, call center, legal, medical, or sales experience preferred
• - Personal injury law firm experience is a plus, but not required
• - Strong verbal and written communication skills
• - Excellent active listening and interpersonal skills
• - Strong typing and computer navigation abilities
• - Ability to multitask and work efficiently in a fast-paced environment
• - Strong attention to detail and organizational skills
• - Ability to handle sensitive and confidential information professionally
• - Dependable, punctual, and able to work evening hours consistently

Schedule Requirements

Monday through Friday, 6:00 PM to 12:00 AM
Availability to work some weekends and holidays as needed based on business and operational needs
Must be able to consistently maintain the assigned schedule

Pay

Hourly Range: $28.00-$30.00 per hour

Benefits

• Health, dental, and vision insurance
• Life insurance
• A health savings account (HSA)
• A 401(k) plan with employer contributions
• Paid time off
• Sick leave
• Paid holidays