V104 - Intake Specialist | Client Acquisition and Intake Specialist

Job Duck

5d • $1,150 - $1,220 • Remote

About The Position

Job Duck is seeking a highly organized, proactive, and personable Intake Specialist to serve as the first point of contact for prospective clients. This role is responsible for managing inbound inquiries, conducting structured discovery conversations, scheduling paid consultations with attorneys, and guiding qualified prospects through the initial retention process. The ideal candidate is confident communicating with prospective clients, comfortable working independently, and highly attentive to detail while following established procedures and scripts. This is an excellent opportunity for a results driven professional who enjoys working in a fast paced environment and takes ownership of turning inquiries into well managed client opportunities.

Requirements

• Position Title: Intake Specialist
• Working Hours: 8:30 AM to 5:00 PM Eastern Time, with coverage through the last inbound call of the day
• English only position
• Reports to the CEO
• The role focuses on client intake, qualification, consultation scheduling, retainer preparation, and follow up
• The position does not involve providing legal advice, evaluating legal merits, performing case work, conducting paid consultations, or managing active matters
• The Intake Specialist will conduct free consultations independently using approved scripts and procedures
• The Intake Specialist may quote retainer figures using the approved fee matrix without additional approval
• The Intake Specialist will prepare and send retainer agreements using approved templates
• The Intake Specialist may schedule paid consultations with attorneys without additional approval
• The Intake Specialist may decline and refer inquiries that meet the established criteria for referral
• The Intake Specialist may use approved follow up sequences independently
• Any matter outside established criteria, fee arrangements outside the approved matrix, potential conflicts, emergent matters, legal questions, or dissatisfied prospects must be escalated to the appropriate supervisor
• Emergent matters include domestic violence situations, temporary restraining orders, orders to show cause, or hearings scheduled within 72 hours
• The role requires strict adherence to established communication boundaries and approved intake procedures
• All calls are subject to recorded call review and quality assurance
• Strong verbal and written English communication skills
• Excellent active listening and questioning skills
• Strong attention to detail
• Highly organized and capable of managing multiple inquiries simultaneously
• Proactive and self directed approach
• Confident and professional communication style
• Strong interpersonal and rapport building skills
• Results oriented mindset
• Ability to follow established scripts, procedures, and qualification criteria consistently
• Ability to work independently and make decisions within established guidelines
• Strong follow up and time management skills
• Ability to communicate urgency based solely on information provided by the prospective client
• Ability to maintain professional boundaries and avoid providing legal advice
• Comfortable handling sensitive and confidential information
• Ability to identify situations requiring immediate escalation
• Strong customer service and client experience skills
• Ability to work effectively in a fast paced, high volume intake environment
• Ability to accurately document inquiries, lead sources, consultations, and follow up activities
• Strong proficiency with practice management and scheduling systems

Responsibilities

• Follow up with prospects after consultations to facilitate the retention process
• Prepare and send retainer agreements using approved templates
• Escalate any matter that falls outside the approved fee matrix before providing a fee
• Quote retainer fees using the approved fee matrix
• Gather relevant factual and logistical information from prospective clients
• Decline and refer out inquiries that fall outside the firm’s published criteria
• Respond to new inbound inquiries within the established response time
• Identify qualified prospects based on established written criteria
• Communicate professionally with prospective clients throughout the intake process
• Escalate matters involving potential conflicts, emergent circumstances, dissatisfaction, unusual fee arrangements, or questions outside the established intake process
• Participate in recorded call quality assurance reviews
• Maintain a minimum recorded call QA score of 4 out of 5 while avoiding boundary violations
• Support continuous improvement of the firm’s intake and fee matrix processes in collaboration with the CEO
• Gather the objective information required to determine the appropriate fee category
• Conduct follow up with prospects using approved communication sequences
• Manage the free consultation calendar and follow up with prospects to maximize show rates
• Schedule free consultations with attorneys as appropriate
• Explain the firm’s practice areas, experience, general processes, and typical sequence of services
• Conduct structured discovery and intake conversations using approved scripts

What This Job Offers

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