Client Intake Specialist

Job Description

Job Description

Description

At Jimerson Birr, our team has accepted the lasting responsibility of protecting our clients’ rights, businesses, properties, investments, and finances.

Our professionals are integral, trusted advisers and advocates in both established and emerging businesses, giving our clients insights into legal and business considerations that guide prudent decision-making. We work with some of the world’s most respected and well-established businesses, as well as start-up visionaries, and individuals looking to overcome challenges.

About the Role
The Client Intake Specialist is the first human connection for people reaching out to Jimerson Birr.

Your job is to make that first interaction professional, responsive, and helpful while ensuring every inbound opportunity is accurately captured, qualified, and moved to the right next step.

You will respond to new inquiries, gather information, determine whether a prospective client fits the firm's criteria, schedule qualified prospects for consultations, and prepare them for what comes next.

This is a role where speed and accuracy matter equally .

You will work within clear processes, scripts, qualification standards, and escalation paths but you'll also need to sound like a real person. The people contacting the firm may be dealing with stressful or unfamiliar situations, so your ability to listen, communicate clearly, and create confidence is just as important as following the process correctly.

The ideal person is conscientious, organized, dependable, and comfortable working with deadlines and changing priorities. You like knowing what is expected of you, take pride in getting the details right, and want to become someone the team can trust to handle an important part of the client experience.

What You'll Do

Be the First Point of Contact

• Respond quickly and professionally to inbound inquiries from web, phone, campaigns, and overnight queues.
• Create a positive, high-trust first impression for every prospective client.
• Listen carefully and gather accurate information during the initial conversation.
• Confirm contact information, matter details, and required permissions.
• Check existing records so returning clients and former clients are recognized appropriately.
• Complete the required conflict flag before substantive outreach.

Qualify Prospective Clients

• Follow the firm's intake and qualification process consistently.
• Use the appropriate script, AI tools, and platform support for each lead source.
• Ask thoughtful questions while keeping the conversation natural and professional.
• Evaluate prospective clients against the firm's Ideal Client Profile and matter-fit standards.
• Accurately categorize opportunities according to established qualification criteria.
• Apply disqualification standards consistently and route declined opportunities to the appropriate destination.
• Escalate borderline situations rather than guessing.

Schedule Consultations

• Convert qualified opportunities into scheduled consultations.
• Book consultations during the intake conversation whenever possible.
• Match qualified prospects with the appropriate consultation path and closer.
• Provide clear information about the consultation, including timing, expectations, documents, and next steps.
• Complete warm transfers to on-call closers when appropriate.
• Ensure the information needed by the next person in the process is complete and accurate.

Prepare the Prospect for the Consultation

• Send consultation confirmations promptly.
• Execute the appropriate pre-consultation communication and nurture sequence.
• Gather and organize relevant information and documents.
• Prepare the closer with a clear picture of the prospect and their matter before the consultation.
• Reconfirm upcoming consultations and help prevent avoidable no-shows.
• Rebook prospects when appropriate rather than allowing an opportunity to disappear.

Follow Up and Recover Opportunities

• Follow up with prospective clients who have not responded or completed the next step.
• Conduct scheduled chase calls and follow-up outreach.
• Document the reason when an opportunity is lost or does not move forward.
• Identify recurring patterns in non-engagement or lack of fit.
• Communicate meaningful patterns to the Client Onboarding team and Demand team.

What You’ll Bring

• Experience in client intake, customer service, administrative support, inside sales, call center, legal intake, or a similar client-facing role.
• Excellent verbal communication and active listening skills.
• The ability to build rapport quickly with people you've never spoken with before.
• Strong attention to detail and accuracy.
• The ability to follow established processes, scripts, and qualification standards consistently.
• Comfort working with technology, CRM systems, scheduling platforms, AI-assisted tools, and other digital systems.
• Strong organizational and time-management skills.
• The ability to manage multiple priorities while maintaining accuracy.
• Good judgment about when to follow the established process and when to escalate an issue.
• Professionalism and discretion when handling confidential client and prospective-client information.
• A calm, composed approach when conversations become difficult or emotionally charged.
• A willingness to learn, accept coaching, and become highly knowledgeable about the firm's intake process.
• Reliable follow-through and a strong sense of personal accountability.

You don't need to be a lawyer or have a legal background.

What matters most is your ability to listen, communicate, follow a process, get the details right, and make sure every opportunity receives the right next step.

Why Jimerson Birr?

The Client Intake Specialist plays an important role in the firm's growth and client experience.

Every new opportunity starts here.

That means the work you do directly affects whether a prospective client gets connected with the right person, whether a qualified consultation gets booked, and whether the attorney receives a prospect who is actually prepared for the conversation.

You'll have clear standards, defined processes, supportive leadership, and the training needed to become highly confident in the role.

You'll also have enough variety to keep the day moving. You're not simply answering the same question over and over—you're talking with different people, handling different situations, managing different stages of the intake process, and helping move each opportunity toward the right outcome.

Join a dynamic team that values professional growth and excellence in legal service. We offer competitive compensation, professional development opportunities, and a supportive work environment dedicated to fostering your success.

We’ve found that the key to doing great work is to love what you do and respect who you do it with. To continue reading about our firm, visit our website Jimerson Birr.

Our atmosphere and award-winning firm culture is collegial and professional, and our shared commitment to professional development is superior to our contemporaries. Learn more about our firm culture here: JB Firm Culture: JB FOR ME.

You’ll get a Challenging Opportunity with a Company that Cares About Its Most Valuable Asset: YOU! At Jimerson Birr, we pride ourselves on our people and their collective achievements. Besides our list of legal industry honors, in 2021 and for the seventh consecutive year, the firm was named one of Florida’s “Best Companies to Work For” by Florida Trend Magazine. In recent years, the firm was also distinguished as one of the “Best Places to Work” by the Jacksonville Business Journal and five times as one of the “50 Fastest Growing Companies.” Opportunities abound for those who can meet and exceed the expectations set for our team. Jimerson Birr is comprised of high-performing and professionally fulfilled people. We believe that a positive attitude, personal accountability, and a commitment to quality work will put a talented person on a fast track for success. Our atmosphere and award-winning firm culture are collegial and professional, and our shared commitment to professional development is superior to our contemporaries.

  Our core values are simple: Commitment to service; Commitment to quality; Commitment to results. We live our core values, and we welcome you to live them with us.

Jimerson Birr is an equal opportunity employer. All qualified applicants receive consideration for employment and all employees are treated during employment without regard to race, color, sexual orientation, religion, sex, age, national origin, genetic information, disability, veteran status, gender identity, and marital status.