Client Intake Specialist

About the Role

The Client Intake Specialist is the

Department: Sales and Marketing
Location: Jacksonville, Florida

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.

• 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.

• 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.

• 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.

• 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 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.

You are dependable, conscientious, and comfortable working within a clear process
. You like knowing what good looks like. Once you've been trained on the process, you take pride in following it accurately and consistently. You notice details other people might miss. You naturally double-check your work because you understand that a small mistake at intake can create a much bigger problem later. You are also comfortable with a changing workload. One moment you're responding to a new inquiry;

the next you're confirming a consultation, following up with someone who went quiet, or helping prepare a closer for an upcoming call. You enjoy that variety, especially when…