Client Intake Specialist

Jimerson Birr, P.A.•Jacksonville, FL

62d

About The Position

The Client Intake Specialist is the first human connection for people contacting Jimerson Birr. The role is responsible for providing a professional, responsive, and helpful first interaction while accurately capturing, qualifying, and directing inbound opportunities. The specialist responds to inquiries, gathers information, evaluates prospective clients against the firm's criteria, schedules qualified prospects for consultations, and prepares them for the next steps. The position follows established processes, scripts, qualification standards, and escalation paths while communicating naturally and empathetically with people who may be dealing with stressful or unfamiliar situations. Speed and accuracy are both important. The ideal candidate is conscientious, organized, dependable, comfortable with deadlines and changing priorities, and committed to making the details right. The role works within the firm's Sales and Marketing department in Jacksonville, Florida. Jimerson Birr offers training, defined processes, supportive leadership, competitive compensation, professional development opportunities, and a collegial, professional work environment.

Requirements

Experience in client intake, customer service, administrative support, inside sales, call center, legal intake, or a similar client-facing role.
Excellent verbal communication and active listening skills.
Ability to build rapport quickly with people not previously known to the candidate.
Strong attention to detail and accuracy.
Ability to follow established processes, scripts, and qualification standards consistently.
Comfort using technology, CRM systems, scheduling platforms, AI-assisted tools, and other digital systems.
Strong organizational and time-management skills.
Ability to manage multiple priorities while maintaining accuracy.
Good judgment about when to follow established processes and when to escalate an issue.
Professionalism and discretion when handling confidential client and prospective-client information.
Calm, composed approach to difficult or emotionally charged conversations.
Willingness to learn, accept coaching, and become knowledgeable about the firm's intake process.
Reliable follow-through and a strong sense of personal accountability.

Responsibilities

Respond quickly and professionally to inbound inquiries from web, phone, campaigns, and overnight queues.
Create a positive, high-trust first impression and listen carefully to gather accurate information.
Confirm contact information, matter details, and required permissions; check existing records and complete the required conflict flag before substantive outreach.
Follow the firm's intake and qualification process, using appropriate scripts, AI tools, and platform support.
Evaluate and categorize prospective clients according to the firm's Ideal Client Profile and matter-fit standards.
Apply disqualification standards consistently, route declined opportunities appropriately, and escalate borderline situations.
Schedule qualified prospects for consultations, matching them with the appropriate consultation path and closer.
Explain consultation timing, expectations, documents, and next steps; complete warm transfers to on-call closers when appropriate.
Ensure information for the next person in the process is complete and accurate.
Send consultation confirmations, conduct pre-consultation communications and nurture sequences, and gather and organize relevant information and documents.
Prepare the closer with a clear picture of the prospect and their matter, reconfirm consultations, help prevent no-shows, and rebook prospects when appropriate.
Follow up with prospective clients who have not responded or completed the next step, including scheduled chase calls and outreach.
Document why opportunities are lost or do not move forward and identify recurring patterns in non-engagement or lack of fit.
Communicate meaningful patterns to the Client Onboarding team and Demand team.