Legal Intake Specialist

Harper Law Firm is seeking a driven, compassionate, and highly organized Legal Intake Specialist to join our growing personal injury team. This is a client-facing, sales-focused position responsible for one of the most important stages of the client experience: the first interaction a potential client has with our firm. The Legal Intake Specialist will speak with prospective clients, listen to their circumstances, gather and document critical information, evaluate matters according to the firm's established intake criteria, identify urgency and potential issues, and guide qualified prospective clients through the next steps toward retaining Harper Law Firm. We are looking for someone who is confident on the phone, empathetic with clients, persistent with follow-up, comfortable with sales, highly organized, and motivated by measurable results. Responsibilities: • Lead Intake & Qualification Respond promptly to new leads and potential new clients (PNCs). Conduct professional and compassionate intake calls with individuals who may be injured, overwhelmed, frustrated, or experiencing significant uncertainty. Gather complete and accurate information regarding the potential client's accident, injuries, treatment, insurance, parties involved, prior representation, and other relevant facts. Ask appropriate follow-up questions to identify missing information, urgency, potential red flags, and case strengths. Evaluate potential matters using the firm's established intake criteria and screening procedures. Identify matters requiring attorney or management review and escalate them promptly. • Sales & Client Conversion Conduct and document required conflict-screening information. Build rapport and trust quickly with prospective clients. Clearly explain Harper Law Firm's intake and consultation process. Confidently guide qualified prospective clients toward the appropriate next step. Schedule qualified PNCs for consultations when required. Address common scheduling concerns and objections professionally without using high-pressure tactics. Follow up consistently with qualified leads who do not immediately move forward. Work to maximize lead-to-consultation, consultation attendance, and client conversion rates. Identify why prospective clients do not move forward and accurately document those reasons. Assist with sending and tracking representation agreements when authorized. • Client Experience Follow up promptly on unsigned engagement documents. Create an exceptional first impression of Harper Law Firm. Communicate with empathy while maintaining control and direction of the intake conversation. Make prospective clients feel heard, respected, and cared for. Communicate confidently with individuals from a wide variety of backgrounds and circumstances. Remain calm and professional during difficult, emotional, or high-pressure conversations. Set clear expectations regarding the firm's process and next steps. • Documentation & Case Handoff Provide timely and professional communication throughout the intake process. Ensure intake records are complete and accurate before a matter moves forward. Prepare concise summaries so attorneys and legal team members understand the prospective client's situation without requiring the client to unnecessarily repeat their story. Track and obtain requested intake documents when applicable. Confirm signed representation agreements and required intake information are complete. Assist with transferring newly retained matters into CSM, ensuring information is accurate. Confirm new matters are assigned to the appropriate legal team. Communicate important deadlines, concerns, client expectations, and outstanding items during the handoff process. Qualifications: Prior experience in legal intake, personal injury, sales, call center operations, customer service, or another high-volume client-facing role strongly preferred. Personal injury law firm experience is a significant plus. Prior sales or lead-conversion experience is strongly preferred. Excellent verbal and written communication skills. Strong phone presence and interpersonal skills. Strong organizational and follow-up skills. Ability to accurately document detailed conversations while speaking with prospective clients. Comfortable learning and working within CRM and case-management systems. Experience with Filevine or similar legal case-management software is a plus. Ability to maintain confidentiality and exercise good judgment with sensitive information. The ideal candidate is: Sales-minded and comfortable asking for commitment and guiding a prospective client toward the next step. An excellent communicator who can build trust quickly over the phone. Compassionate without losing control of the conversation. Persistent and comfortable following up multiple times. Highly organized and able to manage a large volume of leads and follow-up tasks. Detail-oriented with strong documentation and data-entry habits. Able to recognize urgency and escalate issues appropriately. Comfortable being measured against conversion, response-time, follow-up, and documentation KPIs. Able to handle rejection, difficult conversations, and emotionally charged situations professionally. Coachable and willing to follow established scripts, SOPs, and intake criteria. Comfortable working in a fast-paced, performance-driven environment. Able to balance excellent customer service with the firm's business and case-selection objectives. Compensation: $20 - $25 hourly • Lead Intake & Qualification • Respond promptly to new leads and potential new clients (PNCs). • Conduct professional and compassionate intake calls with individuals who may be injured, overwhelmed, frustrated, or experiencing significant uncertainty. • Gather complete and accurate information regarding the potential client's accident, injuries, treatment, insurance, parties involved, prior representation, and other relevant facts. • Ask appropriate follow-up questions to identify missing information, urgency, potential red flags, and case strengths. • Evaluate potential matters using the firm's established intake criteria and screening procedures. • Identify matters requiring attorney or management review and escalate them promptly. • Conduct and document required conflict-screening information.Sales & Client Conversion • Build rapport and trust quickly with prospective clients. • Clearly explain Harper Law Firm's intake and consultation process. • Confidently guide qualified prospective clients toward the appropriate next step. • Schedule qualified PNCs for consultations when required. • Address common scheduling concerns and objections professionally without using high-pressure tactics. • Follow up consistently with qualified leads who do not immediately move forward. • Work to maximize lead-to-consultation, consultation attendance, and client conversion rates. • Identify why prospective clients do not move forward and accurately document those reasons. • Assist with sending and tracking representation agreements when authorized. • Follow up promptly on unsigned engagement documents.Client Experience • Create an exceptional first impression of Harper Law Firm. • Communicate with empathy while maintaining control and direction of the intake conversation. • Make prospective clients feel heard, respected, and cared for. • Communicate confidently with individuals from a wide variety of backgrounds and circumstances. • Remain calm and professional during difficult, emotional, or high-pressure conversations. • Set clear expectations regarding the firm's process and next steps. • Provide timely and professional communication throughout the intake process.Documentation & Case Handoff • Ensure intake records are complete and accurate before a matter moves forward. • Prepare concise summaries so attorneys and legal team members understand the prospective client's situation without requiring the client to unnecessarily repeat their story. • Track and obtain requested intake documents when applicable. • Confirm signed representation agreements and required intake information are complete. • Assist with transferring newly retained matters into CSM, ensuring information is accurate. • Confirm new matters are assigned to the appropriate legal team. • Communicate important deadlines, concerns, client expectations, and outstanding items during the handoff process. Harper Law Firm Pllc