About The Position
Job Duck is seeking a personable, empathetic, and highly organized Intake Specialist to serve as the first point of contact for prospective clients contacting a law firm specializing in criminal defense. The role creates a positive first impression by helping callers feel heard and comfortable while gathering information to determine whether their inquiries meet the firm's intake criteria. It requires strong communication skills, sound judgment, emotional intelligence, and the ability to handle sensitive conversations professionally and compassionately. The Intake Specialist manages a high volume of phone interactions, screens prospective clients according to established procedures, maintains lead records and follow-ups, and coordinates consultations between qualified prospective clients and attorneys. The role does not involve providing legal advice or evaluating the legal merits of cases. Monthly compensation is $1,437 USD. The stated schedule is Monday to Friday, 9:00 AM to 5:00 PM Central Standard Time (Missouri).
Requirements
- Advanced English proficiency and excellent spoken and written English communication skills.
- Strong empathy, emotional intelligence, active listening, and client service skills.
- A warm, professional telephone manner and the ability to help callers feel comfortable and supported.
- Sound judgment and critical thinking when screening prospective clients against established intake procedures.
- Ability to identify inquiries that do not meet intake criteria and handle them professionally.
- Patience and composure when managing sensitive, emotional, or challenging conversations.
- Strong organizational and time management skills, including the ability to manage multiple inquiries, follow-ups, and appointments simultaneously.
- Attention to detail when collecting, entering, and maintaining prospective client information.
- Reliability, accountability, and consistent follow-through.
- Ability to work independently while following established procedures and guidelines.
- Professionalism and discretion when handling confidential information.
- Adaptability and willingness to learn new software, procedures, and workflows.
- Willingness to sign a confidentiality agreement.
- Ability to successfully complete a criminal background check.
- Understanding that the role does not involve providing legal advice or evaluating the legal merits of a case.
Nice To Haves
- Previous experience in law firm intake or a call center.
- Criminal defense experience.
- Experience handling inbound and outbound calls, qualifying leads, and coordinating appointments.
- Familiarity with legal intake procedures and client management processes.
- Experience with or willingness to learn Clio Grow.
- Familiarity with VXT or other cloud-based phone systems.
- Spanish proficiency.
Responsibilities
- Protect confidential information and comply with the firm's privacy and confidentiality requirements.
- Maintain accurate, up-to-date lead records, communication histories, and follow-up activities.
- Handle prospective client interactions with empathy, discretion, and professionalism.
- Answer incoming prospective client calls through the firm's main phone line using VXT.
- Return missed calls and respond to voicemails within the same business day.
- Gather and accurately document relevant information from prospective clients.
- Screen prospective clients according to the firm's written intake procedures and qualification criteria.
- Process prospective client payments through Clio.
- Schedule consultations between qualified prospective clients and attorneys.
- Identify inquiries that align with the firm's practice areas and intake requirements, exercising sound judgment.
- Enter, organize, and manage prospective client leads in Clio Grow.
- Maintain and carry out scheduled email and phone follow-ups.
- Provide flat fee quotes based on the firm's established fee schedule.
- Prepare and send engagement agreements for electronic signature.
- Provide a welcoming, professional experience during sensitive or emotionally challenging conversations.
- Follow established intake procedures and refrain from providing legal advice or assessing the legal merits of prospective cases.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
