V104- Client Intake and Engagement Assistant

Job Duck

13d•$1,142 - $1,220•Remote

About The Position

Join Job Duck as a Client Intake and Engagement Assistant and play a critical role in helping potential clients take the first step toward resolving their legal matters. In this position, you will serve as the first point of contact for prospective clients, guiding them through the intake process with professionalism, empathy, and confidence. Your ability to assess needs, maintain accurate records, and follow up consistently will directly contribute to the firm's growth and client experience. This role is ideal for a detail-oriented, adaptable professional who enjoys communicating with people, building trust, and ensuring every qualified lead receives exceptional support. If you thrive in a fast-paced environment, learn quickly, and take pride in creating organized, efficient processes, this opportunity may be the perfect fit.

Requirements

Schedule: Monday through Friday, 8 AM to 5 PM PST
Expected call volume: 16 to 30 calls per day
2- 3 years of experience in client intake, lead management, customer service, sales support, or a related field preferred
Ability to conduct qualification screenings and assess prospective client needs
Experience scheduling appointments and managing calendars
Ability to handle sensitive conversations with professionalism and discretion
Strong written and verbal communication skills
Excellent organizational and documentation abilities
Comfortable working with CRM platforms and digital communication tools
Ability to maintain accurate records and track client interactions
Experience reviewing call recordings and identifying process improvement opportunities preferred
Capable of preparing reports, tracking metrics, and contributing to operational improvements
Bilingual English and Spanish communication
Client intake and qualification
Lead follow up and nurturing
Appointment scheduling
Payment processing
Customer service excellence
Relationship management
CRM management
Sales support
Data entry accuracy
Report preparation
Metrics tracking and analysis
Active listening
Professional phone etiquette
Problem solving
Time management
Organization and prioritization
Attention to detail
Adaptability
Quick learning ability
Professional judgment
Boundary setting and conflict management
Confidentiality and discretion
Process improvement mindset

Responsibilities

Prepare regular sales and performance reports for leadership review.
Maintain detailed and accurate prospect records within the CRM system.
Support the development and improvement of lead follow up processes and conversion strategies.
Schedule paid consultations for qualified prospects and process associated payments accurately.
Collaborate with team members to improve intake procedures, client experience, and overall operational effectiveness.
Track lead activity, consultation outcomes, and conversion metrics.
Review call recordings to identify opportunities for improved communication, efficiency, and conversion performance.
Manage challenging client conversations professionally while protecting attorney availability and preserving the firm's reputation.
Document all communications, activities, and updates related to leads and consultations.
Follow up consistently with qualified leads to encourage consultation scheduling.
Prepare attorneys with key prospect details to ensure productive and efficient meetings.
Gather and organize relevant client information prior to consultations.
Refer unqualified prospects to appropriate referral partners and maintain referral communication records.
Maintain professional and positive interactions with all prospects while providing an exceptional client experience.
Conduct initial screenings with prospective clients to determine eligibility and alignment with firm criteria.
Ensure compliance with internal processes, standards, and confidentiality requirements.