Client Intake Specialist
About The Position
Serve as the first point of contact for people seeking legal help by handling inquiries with empathy, accuracy, and urgency so qualified prospects move quickly toward becoming clients. The mission is to answer, screen, and follow up on inbound leads so every potential client feels heard, understood, and guided into the right next step with the firm. The ideal candidate understands the role, wants the responsibility, and has the skills, time, and energy to execute it at a high level, possessing a comprehensive understanding of the role's intricacies, its significance, and its specific responsibilities. The role is guided by the firm's Core Values (HECTOR): Hungry, Execute, Compassion, Team Over Self, Ownership, and Do the RIGHT thing. The Most Critical Outcome is that qualified leads are handled promptly, screened accurately, and moved to attorney consults or sign-ups with minimal delay or data errors. Key drivers and obsessions include fast response time, empathetic communication, accurate data capture, script adherence, follow-up discipline, and clear consult scheduling.
Requirements
- High school diploma
- 1+ years' experience handling high-volume phone, chat, or lead intake in a professional environment.
- Demonstrated ability to coach peers and model strong performance.
- Strong attention to detail and data accuracy.
- Comfortable using CRM systems and call platforms.
- Ability to stay calm, organized, and positive in a fast-paced environment.
- Deep alignment with McCraw Law Group’s Core Values (HECTOR).
- A commitment to maintaining a positive office environment and strict adherence to the firm's "Zero Tolerance" policy regarding office gossip, drama, or behavior that negatively affects office morale or individual employees.
Nice To Haves
- Bilingual (English/Spanish) preferred but not required.
Responsibilities
- Answer inbound calls, texts, chats, and web leads from prospective clients.
- Use firm scripts to gather accurate case details and assess legal fit.
- Schedule attorney consultations and follow up on missed or incomplete leads.
- Enter and maintain lead data in the CRM accurately.
- Communicate clearly with attorneys and the Intake Team Lead about lead status.
- Represent the firm with professionalism, compassion, and integrity.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
