V104 - Intake Specialist | Legal Intake and Client Relations Specialist

Job Duck

1d•$1,150 - $1,220•Remote

About The Position

Job Duck is seeking a professional and empathetic Intake Specialist to serve as a key point of contact for prospective clients and help guide them through the firm’s intake process. In this role, you will screen incoming leads, determine whether they meet established qualification criteria, schedule Case Evaluations, and ensure prospects receive timely and professional follow up. You will also maintain accurate CRM records, process payments, coordinate pre evaluation communications, and prepare comprehensive intake information for the attorney. This position is well suited for someone who communicates confidently, stays organized in a fast paced environment, and understands the importance of making every caller feel acknowledged and supported.

Requirements

Time Zone: EST
Office Hours: 9:00 AM–5:30 PM EST
Location: New Jersey.
Expected call volume: 6–15 calls per day
The position operates under the direction of the Administrative Manager and has no supervisory authority unless specifically delegated
CRM: Action Steps
VoIP: Zoom
Email
Calendar management tools
The Intake Specialist will work in support of and under the supervision of an attorney
The Intake Specialist must not provide legal advice, interpret potential case outcomes, or recommend a course of legal action
The position requires compliance with applicable ABA Rules of Professional Conduct and New Jersey State Bar Association rules regarding non attorney support staff.
Excellent verbal and written English communication skills
Strong interpersonal and client service skills
Professional, empathetic, and energetic communication style
Strong organizational and time management skills
Ability to confidently screen and qualify prospective clients using established questions and protocols
Strong attention to detail and commitment to maintaining accurate CRM records
Ability to manage multiple leads and follow up activities while maintaining timely communication
Comfortable discussing payments, deposits, scheduling procedures, and firm policies with prospective clients
Ability to communicate clearly and professionally by phone, email, and text
Ability to follow established processes, workflows, and intake protocols consistently
Strong follow through and accountability to ensure leads do not fall through the cracks
Ability to work independently while following direction from management and attorneys
Ability to maintain confidentiality and exercise appropriate professional judgment
Comfortable working with CRM systems, communication platforms, payment systems, and scheduling tools
Languages: English

Responsibilities

Review and correct CRM data errors on a regular basis
Maintain accurate CRM records for incoming calls, qualified leads, scheduled consultations, referral sources, and other key metrics
Ensure every person who contacts the firm is acknowledged, appropriately directed, or followed up with
Make appropriate referrals from the firm’s referral list when a prospect cannot be assisted by the firm
Explain the value of meeting with the DOCE, the refundable seat deposit process, and cancellation and rescheduling policies
Follow up with prospects to encourage completion of retainer agreements and initial payments
Prepare and send retainer agreements and payment links as directed by the DOCE
Stay current on the firm’s services, intake protocols, and CRM workflows
Review the pipeline for upcoming Case Evaluations and send reminders to prospects scheduled within the next two to seven days
Follow up with leads who did not schedule, prospects who did not attend their evaluation, and no hire prospects according to firm protocol
Send appointment reminders to scheduled prospects at least two days before their evaluation
Process Case Evaluation seat deposits and consultation balances through the firm’s payment platform
Perform other related duties as needed
Maintain a minimum 98% error free CRM entry rate
Prepare complete Intake Profiles and compile relevant prospect information for the DOCE before each Case Evaluation
Schedule Case Evaluation appointments on the DOCE’s calendar
Answer and screen incoming calls using predetermined qualification questions to assess case type, location, and potential conflicts of interest
Initiate CRM drip campaigns for newly scheduled prospects
Process payments through the firm’s LawPay credit card processing platform
Audit CRM entries for completeness and accuracy
Review lead volume, conversion rates, and referral source data with the DOCE or Administrative Manager on a monthly basis