Intake Specialist – Client Intake and Lead Management

• Prepare clear, accurate, and organized summaries of intake conversations
• Conduct intake calls to gather essential details about potential cases
• Reach out to prospective clients to obtain relevant information and assess their initial needs
• Manage incoming leads through phone calls and email communications
• Adapt to new workflows and incorporate feedback to improve efficiency and accuracy
• Monitor pending leads and follow up consistently to help prevent missed opportunities
• Follow up with prospective clients to obtain missing information and maintain engagement
• Enter new leads and update existing records in Lead Docket
• Follow established procedures for handling client information and maintaining confidentiality
• Use VXT, Microsoft Teams, Outlook, Calendly, Lead Docket, and VPN tools to support daily operations
• Coordinate communications and relevant updates with the client as needed
• Ensure lead information is complete, accurate, and properly documented
• Organize and prioritize leads for the client’s review and screening process

• Monday through Friday, 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM EST
• Bilingual English and Spanish preferred
• Previous experience in client intake, customer service, administrative support, or a legal environment is preferred
• Familiarity with CRM systems and ability to learn new software and workflows efficiently
• Legal services environment requiring professionalism, confidentiality, empathy, and accurate documentation
• Approximately 6 to 15 calls per day
• Strong verbal and written communication skills in English; Spanish proficiency preferred
• High attention to detail and accuracy when documenting information
• Excellent organizational and time management skills
• Ability to manage multiple priorities and maintain consistent follow up
• Familiarity with CRM systems and lead management processes
• Strong active listening and information gathering skills
• Persistence and initiative when contacting and following up with potential clients
• Ability to learn new software, systems, and procedures quickly
• Ability to summarize intake conversations clearly and accurately
• Professional telephone etiquette and email communication skills
• Ability to follow instructions, accept feedback, and work effectively under supervision
• Commitment to maintaining confidentiality and handling sensitive information appropriately

• Remote job opportunity
• Great Place to Work Certification workplace