Intake Specialist
About The Position
Johnson Law Group is seeking an experienced client-focused Intake Specialist to join their Houston office to support the Personal Injury department. This role is critical to client experience and conversion success. The Intake Specialist will be the first point of contact for individuals seeking legal help, handling calls with urgency, professionalism, and empathy, while assessing case viability and converting qualified leads into signed clients. This role requires someone with strong customer service experience in a high-volume call environment, who can build rapport quickly, manage sensitive conversations, and thrive in a fast-paced setting. A sales-oriented mindset is preferred but not required.
Requirements
- Strong customer service experience in a high call-volume environment (required).
- Proven high conversion rates in a similar intake or call center role.
- Strong communication skills with the ability to de-escalate, empathize, and build quick rapport.
- Ability to work independently.
- High attention to detail and strong data-entry accuracy.
- Ability to handle fast-paced, high-volume environments.
- Reliable, consistent attendance is essential.
Nice To Haves
- Bilingual (English/Spanish) is a plus.
- A sales-oriented mindset is preferred but not required.
Responsibilities
- Serve as the first point of contact for potential clients calling in.
- Conduct thorough screening of personal injury inquiries to assess case criteria and firm fit.
- Communicate with empathy, professionalism, and urgency, representing the firm’s values at all times.
- Convert qualified leads into signed clients through effective questioning, rapport-building, and clear explanation of next steps.
- Maintain high conversion rates in alignment with departmental goals.
- Accurately input and update client information into the firm’s case management system.
- Coordinate with the daytime intake, legal assistants, and paralegals to ensure seamless case handoff.
- Manage high call volume and prioritize tasks in real time.
- Follow all intake protocols, scripts, compliance standards, and escalation procedures.
- Uphold client confidentiality and maintain professionalism during sensitive conversations.
Benefits
- Competitive compensation and benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
