Intake Specialist

Job Description

Job Description

At Kitay Law Offices, The Law Firm With a Heart , we help people navigate some of the most difficult moments of their lives. We're seeking a compassionate, driven, and client-focused Intake Specialist who can build trust quickly, guide prospective clients through the intake process, and help connect them with the legal representation they need.

Our team is guided by three core values:

• 5-Star Client Experience
• Stronger Together
• Committed to Excellence

The Intake Specialist serves as the first point of contact for potential clients and is responsible for converting qualified leads into consultations and retained clients. This role combines exceptional customer service, relationship-building, and consultative sales skills to help prospective clients make informed decisions about legal representation.

The ideal candidate enjoys helping people, excels in communication, thrives in a fast-paced environment, and is motivated by achieving measurable results. Experience in legal intake, admissions, sales, customer service, business development, or client relations is highly valued.

• Answer inbound calls and respond to online inquiries.
• Build trust through active listening and empathetic communication.
• Gather detailed information from prospective clients.
• Conduct intake interviews and assess case eligibility.
• Provide professional, compassionate service during every interaction.
• Explain the value of legal representation and guide clients through the decision-making process.
• Address concerns and objections while maintaining compliance with ethical guidelines. 

• Convert qualified prospects into consultations and retained clients.
• Follow up with prospective clients in a timely and persistent manner.
• Schedule consultations, attorney calls, and appointments.
• Track lead activity and conversion outcomes.
• Maintain ownership of leads throughout the intake process.
• Collaborate with attorneys and legal staff to ensure a seamless client onboarding experience.

• Evaluate potential cases against established firm criteria.
• Accurately document client information and case details.
• Maintain complete and organized records within the case management system.
• Ensure intake information is accurate, compliant, and ready for attorney review.
• Track all communications, follow-up efforts, and case status updates. 

• Direct non-qualified matters to approved referral partners and resources.
• Provide helpful guidance and information to prospective clients when the firm cannot assist.
• Maintain a positive experience that reflects the firm's commitment to exceptional client service.
• Document referral activity and outcomes accurately.

• Associate or bachelor's degree preferred.
• Background in Criminal Justice, Business, Communications, Marketing, Psychology, Legal Studies, or a related field.
• Experience in sales, legal intake, admissions, customer success, business development, customer service, or another consultative client-facing role.
• Experience in criminal defense, personal injury, workers' compensation, or related legal fields is a plus.
• Bilingual Spanish/English skills are preferred.
• Paralegal certification is a plus but not required.

• Outstanding communication and active listening skills.
• Strong relationship-building and interpersonal abilities.
• Consultative sales and closing skills.
• Ability to influence and build trust quickly.
• Excellent organization and time management.
• Attention to detail and documentation accuracy.
• Strong follow-up and client conversion mindset.
• Critical thinking and sound judgment.
• Professionalism, empathy, and resilience.

Experience with the following is helpful:

• Microsoft Office Suite (Outlook, Word, Excel, Teams)
• Case management systems such as SmartAdvocate
• Electronic document management systems
• VoIP and client communication platforms
• Data entry and reporting tools
• General office technology including scanners, copiers, and printers 

At Kitay Law Offices, you'll be part of a team dedicated to helping people during critical moments in their lives. We offer a supportive culture, growth opportunities, competitive benefits, and bonus potential for high performance. Most importantly, you'll have the opportunity to make a meaningful impact every day while living our mission of delivering exceptional results and a 5-Star Client Experience. 

Ready to make a difference and help prospective clients take the first step toward legal representation? Apply today!