Legal Client Services – Intake Specialist

• Serve as the first point of contact for a small real estate law firm
• Answer incoming calls and enquiries
• Speak with prospective clients and understand their needs
• Qualify enquiries by asking appropriate questions
• Determine whether the firm's services are appropriate
• Collect, record, and organise intake information
• Schedule consultations and follow-up calls
• Pass qualified matters to the attorney when appropriate
• Refer unsuitable enquiries to the appropriate attorney or professional
• Answer client questions and follow up with existing clients
• Keep clients updated and explain next steps
• Build relationships with referral partners
• Check in with clients and identify ways to improve the client experience
• Escalate issues requiring the attorney's attention
• Design and structure the intake process
• Build systems for handling new enquiries
• Create procedures and checklists
• Improve information collection and document intake procedures
• Identify process gaps
• Help train future junior team members
• Eventually take ownership of the intake function
• Help reduce the attorney's need to personally screen incoming calls
• Help build systems that support adding junior intake staff

• Experienced client services professional
• Previous law firm experience strongly preferred
• Experience in legal intake, legal reception, client onboarding, law firm administration, client services, lead qualification, scheduling consultations, or managing incoming enquiries strongly preferred
• Comfortable speaking with people on the phone and asking questions
• Real estate law experience particularly useful, or strong legal intake background in another area
• Confident, friendly, approachable, and professional on the phone
• Good listener and comfortable asking questions
• Intelligent and curious
• Calm when not immediately knowing the answer
• Good at thinking on their feet
• Comfortable learning a new area of law
• Able to make sensible decisions about what needs to be escalated
• Willing to learn the business properly and handle conversations without immediately passing everything to the attorney
• Experience with Clio particularly useful
• Able to work full-time, 40 hours per week, during Eastern Standard Time (EST) working hours

• 100% remote
• $50 birthday bonus
• $200 testimonial bonus
• No tracker
• Training can be provided to someone with the right background
• Opportunity for role growth, additional hours, and responsibilities as the firm grows