Intake Specialist

Our law office is growing fast, and we’re searching for a full-time client engagement 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! Responsibilities: • Take charge of various office tasks such as email correspondence, document management, data organization, and research to make sure 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 make sure 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 • 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. Qualifications: • Firm knowledge of spreadsheet and data management, as well as computer skills • Previous legal experience a plus • High school diploma or equivalent needed, while a Bachelor’s degree is desired • Familiarity with case management and CRM systems a bonus • Skilled with Microsoft Office, especially Microsoft Excel • 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. Compensation: $21 - $23 hourly

• 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.