Intake Specialist

Job Description

REQUIREMENTS

• Significant customer service or client-facing experience
• Experience handling a high volume of inbound or outbound calls
• Strong verbal communication and active-listening skills
• The ability to build trust and rapport quickly
• Comfort speaking with people who may be stressed, emotional, frustrated, or uncertain
• Strong attention to detail
• The ability to follow structured processes while thinking critically about each situation
• Clear and accurate written communication
• Strong computer skills and the ability to learn new platforms quickly
• The ability to navigate multiple systems while speaking with a prospective client
• Reliable organization, follow-through, and time management
• The ability to work independently in a remote environment
• A positive, professional, and team-oriented attitude
• Familiarity with the U.S. legal system or the ability to learn legal intake concepts quickly

RESPONSIBILITIES

• Answer inbound calls from prospective clients
• Make outbound calls to follow up with potential clients who have contacted the firm
• Create a welcoming, professional, and reassuring first impression
• Listen carefully to prospective clients and gather detailed information about their situations
• Work through structured intake questionnaires and established screening procedures
• Ask appropriate follow-up questions to clarify facts, timelines, parties, and client goals
• Learn how the firm evaluates potential matters and identifies cases that may be a good fit
• Recognize matters that require urgent attention or internal escalation
• Document all calls and client information accurately in the firm’s systems
• Prepare clear and complete intake notes for Intake Attorneys and legal teams
• Schedule qualified prospective clients for consultations
• Coordinate live call transfers when an Intake Attorney is available
• Communicate next steps and set appropriate expectations for prospective clients
• Follow up with prospective clients regarding appointments, information, or missing documents
• Work closely with Intake Attorneys, administrative staff, and other members of the sales and intake team
• Maintain confidentiality and handle sensitive personal and legal information professionally
• Contribute to individual client sign-up goals and overall team performance

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