Intake Specialist

Garza Law Firm, PLLC•Knoxville, IL

About The Position

The Intake Specialist is the law firm’s primary initial contact for potential clients. This skilled phone and sales role obtains and reviews information from new inquiries to determine whether cases fit the firm’s practice areas. It requires empathy, respect, critical thinking, and confidentiality when communicating with callers and visitors. The specialist schedules appointments, coordinates with attorneys to review cases, makes outgoing calls and follows up on leads by phone, email, and text, and interacts with all firm personnel and divisions. The position does not supervise employees and does not authorize the employee to practice law, provide legal advice, or set client strategies. The role also provides phone and receptionist coverage, greets and directs visitors, follows office opening and closing procedures, and creates appointment folders. Business hours are 7:30 AM–7:30 PM on weekdays and 9 AM–6 PM on weekends. Flexible shifts and weekend differential pay are noted. Occasional travel, overnight stays, and training may be required.

Requirements

Type at a minimum of 50 words per minute with accuracy and efficiency.
Have familiarity and experience with Microsoft 365 products.
Hold a high school diploma.
Have engaging, personable, and efficient phone communication skills.
Maintain confidentiality of client information and cases.
Be punctual and demonstrate schedule adherence.
Be willing and able to work in a high-call-volume environment for long periods during a typical work schedule.
Be able to type and speak with clients simultaneously while capturing information needed to summarize details effectively.
Demonstrate effective written and verbal communication appropriate for a professional work setting.
Show empathy and situational awareness regardless of the nature of a call or visit, and favor curiosity over judgment.

Nice To Haves

Experience in a contact center, customer service setting, or reception position.
At least 1–2 years of direct legal-firm intake experience, including initial client consultations, case assessment, and coordination of legal documentation.
Fluency in Spanish; fluent Spanish speakers receive special consideration.

Responsibilities

Deliver personable and efficient service that emphasizes a relationship-first approach, ensuring client information is reviewed by the legal team for representation eligibility.
Evaluate inquiries by phone or in person, identify key issues, and take appropriate action based on attorney guidance and firm policies.
Schedule appointments for qualifying potential clients and confirm future appointments.
Contact attorneys to review information needed to determine representation and transfer clients to attorneys for case reviews when needed.
Make outgoing calls to potential clients; route calls for current clients and vendors; answer front-desk phones; and greet and direct visitors.
Provide phone and receptionist coverage during business hours, follow office opening and closing procedures, and accommodate flexible shifts.
Follow up with potential clients after appointments to minimize lost leads and prepare appointment folders for future visits.
Treat clients with dignity and confidentiality while providing exceptional service to clients and co-workers.
Apply communication strategies based on Print and Kolbe A scores to improve interactions with co-workers.
Participate in occasional travel, overnight stays, and training as required.