Intake Specialist

• Answer inbound calls and promptly call back new leads, prioritizing urgent and website inquiries
• Ask questions to understand each prospective client’s situation and determine whether the firm can assist
• Explain consultation fees and schedule consultations with attorneys
• Handle urgent inquiries involving recent arrests, warrants, and detentions
• Explain applicable retainer fees and collect payments over the phone when needed
• Keep lead information, call notes, and follow-up tasks accurate in the CRM
• Refer or redirect matters the firm cannot handle
• Route calls from current clients, courts, and internal teams to the appropriate person
• Support intake across phone, web, text, and other assigned channels
• Follow intake procedures while using sound judgment during sensitive conversations

• Experience in intake, a call center, sales, or customer service
• Strong phone skills and the ability to listen, build rapport, and keep conversations focused
• Good judgment and confidence in applying eligibility and fee guidelines
• Comfort using several systems at once while speaking with a caller and taking accurate notes
• Discretion when handling confidential or sensitive information
• Availability for rotating shifts, including early mornings, evenings, weekends, and holidays
• Professional English communication skills
• Bilingual fluency in English and Spanish, or another language commonly spoken by clients
• Experience closing or collecting payments over the phone
• Familiarity with Lawmatics, Clio, Dialpad, or Slack
• Previous experience in a law firm or legal intake team

• Competitive salary (USD)
• Work From Home
• Flexible hours