Bilingual Intake Specialist (Weekends/Early Morning)

Breyer Law Offices P C•Phoenix, AZ

2h•Hybrid

About The Position

For nearly 30 years, The Husband & Wife Law Team has set the standard in personal injury law through exceptional client service and legal results. Our mission is to thoughtfully guide people through adversity toward their best possible outcomes, driven by a passionate team and a system built to empower and evolve. We bring our community to work every day—honoring excellence, supporting local causes, and hosting meaningful events. If you're ready to make an impact alongside a collaborative, values-driven team, read on and apply today! As an Intake Specialist, you are the first point of contact for potential clients who are seeking legal representation for their personal injury cases. You are responsible for screening and qualifying leads, collecting relevant information, and building rapport with prospective clients. You will also educate them about our firm's services, policies, and procedures and assist them in scheduling a free consultation with one of our attorneys. You will not work alone. You will be part of a dedicated and supportive team that shares the same goal: to provide the best possible service to our potential clients and help them get the legal help they need. You will work closely with your peers to cover a phone queue and lead management system, ensuring no call or lead goes unanswered or unresolved. You will also communicate regularly with your team members and supervisors, providing feedback, updates, and suggestions on improving the intake process and client experience. You will also attend regular training sessions and meetings to enhance your skills and knowledge. You will be expected to adhere to the firm's policies and procedures and the legal industry's professional and ethical standards. The ideal candidate will be able to work some weekends and holidays. All applicants must complete an internet speed and jitter ratio test at https://speed.cloudflare.com. Failure to meet the required performance standards may result in immediate disqualification from the hiring process. This role demands strict compliance with our onboarding and training schedule. The ideal candidate will attend 4 full days of new hire onboarding. Commit to 2 weeks of in-person, in-office training with our Intake Department Trainer following onboarding. (8:30am - 5pm) Complete a 2-week remote nesting period within your assigned shift after training. (8:30am - 5pm) Your ability to meet these expectations is non-negotiable and directly impacts your eligibility for continued employment.

Requirements

Bilingual in Spanish, with the ability to effectively communicate with and support Spanish‑speaking clients.
Organized, detail-oriented, and compassionate.
Excellent communication skills and ability to handle a high volume of inbound calls.
Ability to listen attentively, ask relevant questions, gather information, and evaluate case viability.
Ability to explain the process and requirements of working with the firm and schedule consultations.
Proficient in using various software applications, such as Microsoft Office, SharePoint, lead management systems, and case management tools.
Team player who can collaborate effectively with other staff members and attorneys.
Self-starter who can work independently and prioritize tasks.
Committed to providing exceptional customer service and upholding the highest ethical standards.
Previous experience in customer service, sales, or marketing, preferably in a legal or professional setting.
Excellent verbal and written communication skills.
Strong organizational and time management skills.
Positive and professional attitude.
Reliable and accountable.
Willing to learn from feedback and improve performance.
Motivated and enthusiastic, taking initiative and seeking opportunities to grow and contribute to the firm's success.
Ability to complete an internet speed and jitter ratio test meeting required performance standards.

Nice To Haves

Wants to help people even if it is a case that we cannot take in our office.
Has empathy and understanding when talking to potential new clients.
Is self-driven, can work independently using resources to guide decision.
Wants to make others feel better and get good reviews for our team.
Has a positive attitude to add to our positive team environment.

Responsibilities

Screening and qualifying leads, collecting relevant information, and building rapport with prospective clients.
Educating clients about the firm's services, policies, and procedures.
Assisting clients in scheduling a free consultation with an attorney.
Covering a phone queue and lead management system to ensure no call or lead goes unanswered or unresolved.
Communicating regularly with team members and supervisors, providing feedback, updates, and suggestions.
Attending regular training sessions and meetings.
Adhering to the firm's policies and procedures and the legal industry's professional and ethical standards.
Identifying immediate needs and providing appropriate resources, including direct transferring to an attorney and providing legal service referrals.
Scheduling client intake appointments.
Critically thinking and asking questions to potential new clients to gain the detail needed to know whether or not the firm can accept a case.
Working with experienced attorneys when onboarding new clients.
Screening telephone calls before scheduling an attorney-client consultation.
Monitoring all potential new client inquiries (email, internet, phone and referrals).
Immediately contacting every potential client and establishing a relationship.
Updating logs and reporting systems to reflect the status of all potential new clients.
Conducting potential new client interviews with genuine empathy and compassion.
Scheduling appointments for potential clients.
Taking accurate notes during the attorney-client initial consultation.
Collaborating with attorneys to complete the initial consultation process.
Assisting attorneys with administrative tasks related to opening new cases and maintaining the database.