Intake Coordinator

Berlin Patten Ebling • Sarasota, FL

18h

About The Position

The Intake Coordinator shapes the first impression every prospective client has of the Firm, balancing warmth and empathy with polished professionalism. This role serves as the primary point of contact for new client inquiries, gathering case information and ensuring each individual feels heard, supported, and confidently guided toward next steps. Intake is where a client’s relationship with the Firm begins, making this position critical to client trust, conversion, and the Firm’s reputation in the communities we serve. Working closely with attorneys, paralegals, and the marketing team within a CRM-supported intake process, the Intake Coordinator plays a visible role in a collaborative, growth-oriented environment. This opportunity is ideal for someone with strong interpersonal instincts, exceptional organizational skills, and a genuine passion for client service who thrives in a structured, technology-forward firm where intake is viewed as a strategic function.

Requirements

• Excellent verbal communication and active listening skills
• Ability to ask thoughtful, probing questions while guiding conversations professionally and empathetically
• Strong customer service and interpersonal skills
• Ability to manage sensitive or emotional conversations with professionalism and discretion
• Proficiency in Microsoft Office, including Outlook, Word, and Excel
• Familiarity with CRM systems, preferably HubSpot, or the ability to learn new technology quickly
• Strong organizational skills and attention to detail
• Excellent keyboarding and data entry skills
• Ability to multitask effectively in a fast-paced environment
• Genuine interest in client service and the human side of legal work
• Strong emotional regulation, professionalism, and discretion
• Comfort working in a structured, process-driven environment with accountability and defined workflows
• Curiosity and willingness to support continuous improvement initiatives
• Reliable attendance and punctuality
• Availability during standard business hours

Nice To Haves

• Experience with consultative or sales-style conversations preferred
• Experience working in a law firm, medical office, financial services environment, or other professional setting requiring discretion and client-facing professionalism
• Previous intake, receptionist, call center, or customer service experience
• Experience in high-volume or high-traffic client service roles
• Bilingual Spanish/English skills are a plus

Responsibilities

• Provide exceptional customer service and create a welcoming experience for prospective clients
• Conduct initial intake conversations and accurately document client information within the CRM system
• Ensure conflict checks are completed across all required systems prior to scheduling consultations
• Match inquiries with the appropriate attorney based on practice area, scheduling, and availability
• Coordinate consultation scheduling across multiple attorney calendars, including reschedules and cancellations
• Respond promptly to inquiries through phone, email, web forms, and walk-ins
• Send consultation confirmations and communicate next steps clearly
• Set expectations regarding consultation fees, timelines, and required documents or preparation
• Collect consultation fees and process payments accurately
• Track lead sources and referral information within the CRM
• Communicate effectively with attorneys and support staff before scheduled consultations
• Follow up with prospective clients who have not yet scheduled or completed consultations
• Maintain strict confidentiality and professionalism in all communications
• Adhere to ethical guidelines regarding the unauthorized practice of law by refraining from providing legal advice during intake

Benefits

• We are a collaborative, client-centered firm that values professionalism, empathy, and continuous growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed