Client Intake Specialist

Job Description: Intake Specialist

Reports To: Firm Administrator / Lead Attorney

Position Type: Full-Time, commiserate with experience

Location: On-site

Job Summary

The Initial Intake Specialist is the first point of contact for potential clients facing criminal charges. This role requires exceptional communication skills, empathy, strict confidentiality, and rapid data gathering. You will screen leads, assess case urgency, and schedule consultations to convert inquiries into retained clients.

Key Responsibilities

• First Contact: Answer incoming calls, web forms, and chat inquiries immediately, triaging existing clients to their case manager and/or attorney to assist them and engaging new client contacts
• Lead Screening: Interview potential clients to gather critical case facts, court information and timelines.
• Eligibility Check: Match case details against firm practice areas and conflict guidelines.
• Data Management: Input detailed, accurate notes into the firm's CRM/case management software.
• Scheduling: Coordinate and book consultation
• Follow-Up: Proactively look for follow up opportunities with all points of initial client contact, including phone calls, email to successfully assist clients to retain firm
• Client Assurance: Provide a calm, professional, and non-judgmental experience for clients facing high stress situations, while maintaining standards of professionalism appropriate for legal support staff

Required Qualifications

· Application Process: To be considered for this position, candidates must email the following to ***email_hidden*** :

o Resume detailing relevant experience

o 60 Second Video Cover Letter, introducing yourself and what makes you an ideal candidate for this position

o List of References

• Experience: Minimum 1–2 years in legal intake, customer service, or medical triage, office experience involving prioritizing tasks and consistent communication and documentation
• Communication: Exceptional active listening skills with strong verbal and written English and high level of organization
• Tech Savvy: Computer Proficiency, including Office Suite
• Speed: Ability to type efficiently and accurately while actively managing a phone conversation.
• Availability: Office Hours Generally Monday- Friday 8:00am-5:00pm

Preferred Skills

• Bilingual: Fluency in Spanish and English is preferred.
• Industry Knowledge: Basic understanding of criminal law terminology and court processes.
• Tech: Experience with legal CRM software (e.g., Clio, ECF, Odyssey/ECourts) and social media marketing
• Customer Service/Direct Sales experience a plus