Intake Specialist, Client Advocacy

Job Description

Job Description

Every day, people who have just been through the worst moment of their lives call Michigan Auto Law looking for someone to tell them what to do next. How we answer that call determines whether they hire us or hang up and call a competitor instead.

We're looking for someone who can own that moment. Not a script reader. Not an order taker. Someone genuinely warm who can sit with a person in crisis, earn their trust in the first two minutes, and confidently guide them toward the decision that's actually best for them: hiring us, today, before they make a mistake that costs them their case.

The customer service instincts matter here, but they're in service of something bigger: helping someone make the right call, quickly, when it counts most. If you've spent your career persuading people, building trust fast, and helping them act decisively instead of stalling, we want to talk to you.

$45,000 - $55,000

• Field inbound calls and chat leads from people who were just in an accident, often frightened, in pain, and talking to a lawyer for the first time in their lives

• Build rapport fast enough to earn the details of their accident, their injuries, and their situation, all while they're deciding in real time whether they trust you

• Address hesitation (I need to think about it, I already talked to my insurance company, my brother's a lawyer) directly, confidently, and with a genuine case for why waiting hurts them

• Guide qualified callers to a decision before they hang up and call the next firm on their Google search

• Document every call accurately and completely in our CRM, because a great conversation that isn't recorded properly is a wasted one

• Route legal questions to an attorney, but own everything up to that line

• Follow up on chat leads and missed calls with real urgency, because a lead that goes cold in an hour is a lead we lose

Who We're Looking For:

We've hired plenty of people who were great on the phone and still fell short in this role because they were built for service alone. That's not this job. We need someone who:

• Has genuinely persuaded people before, whether in insurance, real estate, financial services, membership-based work, or another performance-driven field, and knows what it feels like to hear resistance and work through it

• Can read a person's emotional state in the first 30 seconds and adjust their approach without losing the thread of the conversation

• Believes, and can communicate, why urgency matters (because in these cases it genuinely does; insurance companies and statutes of limitations do not wait for people to feel ready)

• Treats every call like it's worth winning, not like it's one of forty on a list

• Wants to be measured, coached, and rewarded on performance, not just tenure

• Brings empathy that's real, not performed. People can tell the difference in the first sentence

• 2+ years in a performance-driven, client-facing role with a track record of hitting or exceeding measurable goals (insurance, legal intake, real estate, financial services, or high-volume client consultation all translate well)

• Advanced phone skills and the ability to run a structured conversation without sounding like you're running a script

• Strong data entry and CRM accuracy under time pressure

• Comfort asking direct, sometimes uncomfortable questions and staying in control of the call

• A demonstrated ability to work through hesitation and help people reach a decision

Michigan Auto Law is a leading Michigan personal injury law firm with an exclusive focus on auto accident and Michigan No-Fault insurance cases. For more than 50 years, we have represented people seriously injured in motor vehicle crashes, helping them recover medical benefits, lost wages, and full compensation under Michigan law.

Our focused practice allows our attorneys and staff to develop deep subject-matter expertise and deliver consistently strong results for clients. The firm is widely recognized as a trusted authority on Michigan auto insurance law and is known for its professionalism, preparation, and client advocacy.

Our culture is built around a simple principle: People Over Everything . We value accountability, teamwork, and continuous improvement, and we invest in training, technology, and efficient systems so our team can do excellent work and build long-term careers in a supportive, high-standards environment.