Intake Specialist

Crisp Recruit • Knox, IN

52d • $40,000 - $50,000 • Onsite

About The Position

As the Intake Specialist for The Nice Law Firm's new office in Knox, Indiana, you will play a crucial role in expanding our reach and enhancing our service delivery in underserved areas. This position exists to streamline our client intake process, ensuring that each prospective client is appropriately matched with the legal expertise they need. Your work will directly influence the firm's ability to manage an increasing call volume and maintain the high standard of service our clients expect. By connecting clients with the right attorneys, you will be pivotal in helping them navigate their legal challenges effectively.

Requirements

• Approximately 2–3 years of experience in a client-facing role involving inbound calls, information gathering, customer service, intake, or similar responsibilities.
• Strong verbal and written skills, with a focus on professional grammar and email etiquette.
• Confident and personable on the phone, with the ability to quickly build rapport, listen carefully, ask effective questions, communicate with empathy, and set a professional tone for each client interaction.
• Proven ability to work autonomously, stay organized, and effectively problem-solve.
• Curious, ambitious, eager to learn, and motivated to build a long-term career with the Firm.
• Comfort with Microsoft Office and learning new systems like Lead Docket and Filevine.
• Positive, professional, dependable, and team-oriented. Demonstrates integrity, personal ownership, strong follow-through, respect for others, and a willingness to do things the right way rather than taking shortcuts.

Nice To Haves

• Previous legal or medical intake experience is preferred but not required.
• Inbound sales or objection-handling experience is a plus, particularly experience communicating value and confidently addressing client or customer concerns.

Responsibilities

• Serve as the first point of contact, managing approximately 25–30 inbound calls daily from across Indiana.
• Use critical thinking to direct callers based on territory and legal needs to appropriate attorneys.
• Efficiently schedule consultations using third-party tools, ensuring calendars are up-to-date.
• Secure family law consultations by effectively communicating the value and handling fee-related objections.
• Accurately capture and summarize client information, including complex factual situations, in Lead Docket and coordinate with Filevine as appropriate. Maintain strong follow-up and follow-through so that inquiries, appointments, and next steps do not fall through the cracks.
• Provide professional coverage at the Knox office, maintaining a welcoming environment for walk-ins.
• Communicate with the broader team using Microsoft Teams, ensuring seamless integration and support.
• Provide a professional, empathetic, and welcoming experience for prospective clients, including those who may be navigating difficult or stressful circumstances. Listen analytically, ask thoughtful questions, gather relevant facts, and communicate clearly while representing the firm with integrity and professionalism.

Benefits

• Compensation: $40,000–$50,000 annually, depending on experience and qualifications.
• Win/Win Compensation Incentive Plan: After six months of employment, employees become eligible to participate in the Firm’s performance-based incentive program, which includes Firm-level and individual performance components.
• Dental and Vision Insurance: Available for employees seeking these health benefits.
• 401(k): After one year of employment, employees are eligible for the Firm’s 401(k) plan. The Firm contributes 3% of the employee’s income regardless of whether the employee makes a personal contribution.
• Life & Disability Coverage: Employees may elect voluntary life and disability coverage. The Firm also provides employees with a $15,000 life insurance policy at no cost to the employee.
• Paid Holidays: Employees become eligible for paid holidays after six months of employment, in accordance with Firm policy.
• Vacation: After the 90-day probationary period, employees in their first year begin accruing one vacation day for each 90-day period worked, up to three days. Employees with 1–3 years of service receive 5 vacation days per calendar year, increasing with tenure. Paid vacation may be taken after six months of full-time employment.
• Personal Time Off: Employees receive 3 paid PTO days per calendar year after six months of full-time employment. PTO must be used within the applicable calendar year and does not carry over.

What This Job Offers

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