Intake Customer Service

Location: Remote

Employment Type: Full-Time

Experience Level: 2+ Years

Schedule: Monday to Friday

Language Requirement: Advanced English Required | Bilingual Preferred

About the Role

The Intake Specialist is responsible for evaluating incoming inquiries, qualifying potential cases, conducting conflict checks, coordinating consultations, managing follow-up activities, maintaining accurate records, and supporting client acquisition efforts. The ideal candidate excels at building trust, gathering information efficiently, and ensuring an exceptional client experience during sensitive and often challenging life situations.

Key Responsibilities

Client Intake & Lead Qualification

• Answer inbound calls from prospective clients referred by the Receptionist and Answering Service.
• Conduct intake interviews for matters related to personal injury, family law, probate, and immigration.
• Gather and document accurate client and case information.
• Evaluate potential cases and determine whether they meet firm criteria.
• Conduct conflict checks for prospective clients.
• Provide a professional, empathetic, and supportive experience throughout the intake process.

Lead Management & Follow-Up

• Qualify leads generated through multiple marketing channels.
• Follow up with prospective clients via phone, email, and text messaging.
• Monitor and manage automated follow-up campaigns.
• Re-engage prospective clients who have not yet retained the firm.
• Track lead progression and maintain visibility throughout the intake and conversion process.

Client Onboarding & Scheduling

• Schedule consultations and strategy sessions with attorneys.
• Prepare engagement agreements, retainer agreements, and welcome packets.
• Monitor signature status and follow up to ensure timely completion of onboarding documents.
• Facilitate a smooth transition from intake to active representation.
• Keep attorneys and staff informed of new matters and pending opportunities.

CRM & Data Management

• Maintain accurate records within CRM systems, intake platforms, and lead-tracking spreadsheets.
• Ensure all intake, marketing, and lead data remain current and accurate.
• Track lead sources, conversion activity, and intake metrics.
• Organize and maintain documentation related to prospective clients.
• Assist with reporting related to client acquisition and lead generation efforts.

Business Development Support

• Support firm leadership by reviewing sales and marketing data.
• Assist with marketing and business development initiatives through accurate lead tracking.
• Identify opportunities to improve intake workflows and conversion rates.
• Contribute ideas to enhance the client experience and operational efficiency.
• Support firm growth through exceptional client service and consistent follow-up practices.

Qualifications

• Minimum of 2 years of experience in Legal Intake, Customer Service, Sales, Client Success, Lead Qualification, or a related field.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Strong active listening and problem-solving skills.
• Experience handling inbound calls and client communications.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities and follow-up activities simultaneously.
• Proficiency with email, calendars, Microsoft Excel, and technology platforms.
• Ability to work independently while collaborating effectively with attorneys and team members.
• Advanced English proficiency.
• High School Diploma or equivalent.