Intake Specialist

About the Role

Our law office is growing fast, and we’re searching for a full-time legal intake specialist to help us succeed! We are seeking a compassionate and professional individual to be the first point of contact for clients in their time of need. This phone-heavy role involves handling a high volume of inbound and outbound calls, gathering key information, and guiding potential clients through the intake process with empathy and professionalism. Sales or customer service experience is a plus, as the ideal candidate will be comfortable building rapport and helping clients take the next steps toward securing their future. If the thought of coming to work every day and making a positive impact on clients’ lives excites you, we'd love to hear from you!

Qualifications

• Excellent verbal communication and interpersonal skills, with the ability to speak compassionately and professionally to clients in emotional or stressful situations.
• Previous experience in a customer service, sales, or call center role (preferably phone-based).
• Strong organizational skills with attention to detail and the ability to manage multiple tasks and calls simultaneously.
• Comfortable with technology, including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace).
• Ability to handle confidential and sensitive information with discretion.
• Prior experience in a legal, medical, or professional services setting is a plus.
• Sales experience or a consultative sales background is helpful, especially with converting inquiries into appointments.
• Empathy and patience, particularly when dealing with clients discussing personal or emotional topics related to estate planning.
• High school diploma or equivalent required; associate's or bachelor’s degree preferred.
• Firm knowledge of spreadsheet and data management, as well as computer skills.
• Skilled with Microsoft Office, especially Microsoft Excel.
• Familiarity with case management and CRM systems a bonus.

Responsibilities

• Answer and manage a high volume of inbound phone calls from potential and current clients with professionalism and empathy.
• Conduct outbound follow-up calls to prospective clients to gather information, confirm appointments, and offer support.
• Guide clients through the intake process, collecting essential personal and legal information accurately and confidentially.
• Listen actively and compassionately to understand each client’s unique situation and provide reassurance during sensitive conversations.
• Maintain detailed and organized records of all client communications and interactions in the firm's case management system.
• Coordinate initial consultations between clients and attorneys, ensuring all necessary documentation is obtained in advance.
• Identify and qualify potential clients based on the firm’s criteria and refer to appropriate team members as needed.
• Collaborate with attorneys and legal staff to ensure a smooth handoff and continuity of care.
• Meet performance metrics related to call volume, conversion rates, and response times.
• Take charge of various office tasks such as email correspondence, document management, data organization, and research to ensure our firm is running at peak efficiency.
• Set appointments for potential clients that meet our criteria to keep our lawyers’ schedules organized and grow our caseload.
• Collect paperwork and enter data into our case management system to ensure a smooth onboarding for new clients and tidy management of case files.
• Screen incoming potential client phone calls to ensure the case falls within the scope of the firm, while helping the caller feel heard and understood.
• Help foster prospective client streams by providing input into awareness and law firm partnerships initiatives alongside the marketing team.

Pay

$23 - $25 hourly