Intake Specialist

• Monitor and respond to inquiries across email, chat, and web forms
• Provide potential clients with information about the firm’s services and set expectations for the intake process
• Conduct conflict checks to ensure compliance with firm policies
• Answer incoming calls professionally and empathetically
• Transfer calls to appropriate team members and handle voicemails and follow-ups
• Manage and update client records in the CRM
• Distribute, collect, and process fee agreements and credit card authorizations
• Enter transaction details into the system and facilitate retainer fee transactions
• Schedule attorney meetings and initial consultations
• Follow up with potential clients by phone, email, or chat
• Track and log follow-up activities in the CRM
• Identify high-priority leads and escale them to attorneys or senior intake team members
• Participate in weekly intake meetings
• Contribute to continuous improvement efforts within the intake department
• Collaborate with marketing, IT, and sales to ensure smooth client experiences

• Two to Five (2-5) years of experience in sales, customer service, or a related field
• Proven track record of client engagement and follow-up
• Experience in legal intake or a client service role is a plus
• Proficiency with Apple products and CRM systems
• Typing speed of 50 WPM or higher
• Excellent attention to detail
• Ability to communicate calmly and effectively with clients in stressful situations
• Empathy and professionalism
• Strong organizational skills
• Ability to prioritize multiple competing tasks in a fast-paced environment
• Client-focused mindset
• Excellent written and verbal communication skills
• Ability to collaborate effectively within a supportive, professional work culture
• Adaptability and flexibility in remote work and in-person settings when required
• Proficiency in CRM systems and technology used in remote client management
• Ability to perform assigned duties with or without reasonable accommodations

Demonstrates strong client engagement and follow-up skills, with proficiency in CRM systems and a client-focused mindset. Capable of managing multiple tasks in a fast-paced environment while maintaining professionalism and empathy.

• Client Engagement
• CRM Proficiency
• Attention To Detail
• Excellent Communication Skills
• Organizational Skills

• Legal Intake Experience
• Typing Speed 50 WPM
• Transaction Processing
• Fee Agreement Management
• Client Record Management

• Empathy
• Professionalism
• Adaptability
• Collaboration
• Stress Management

• Client Service
• Sales Experience
• Intake Process
• Follow-Up Activities
• Continuous Improvement

• Apple Products
• CRM Systems