Personal Injury Intake Specialist

Breyer Law Offices P C•Phoenix, AZ

About The Position

The Intake Specialist is the first point of contact for prospective clients seeking legal representation for personal injury cases. The role screens and qualifies leads, gathers relevant information, builds rapport, explains the firm’s services and procedures, and helps prospective clients schedule free consultations with attorneys. The specialist works with a team to manage phone and lead queues, maintain timely follow-up, communicate updates and suggestions, and support a positive client experience. The role also involves training, following firm policies and legal ethics, and assisting attorneys with the initial consultation and case-opening processes. The schedule is Monday through Friday and is described as either eight hours per day or four 10-hour shifts during the workweek. The role requires four full days of onboarding, two weeks of in-person office training from 8:30 a.m. to 5:00 p.m., and a two-week remote nesting period on the assigned shift, also stated as 8:30 a.m. to 5:00 p.m. Applicants must complete an internet speed and jitter test; failure to meet performance standards may disqualify applicants. The ideal candidate can work some weekends and holidays.

Requirements

Excellent verbal and written communication skills, including clear phone communication and accurate notes and emails.
Ability to listen attentively, ask relevant questions, gather information, and evaluate case viability.
Ability to handle a high volume of inbound calls and manage multiple tasks, priorities, deadlines, and follow-ups under pressure.
Strong organization, attention to detail, and time-management skills.
Proficiency with Microsoft Office, SharePoint, lead-management systems, and case-management tools.
Ability to collaborate effectively with staff and attorneys while also working independently and prioritizing tasks.
Compassionate, customer-service-oriented approach and commitment to ethical standards.
Ability to meet onboarding and training expectations: four full days of onboarding, two weeks of in-person office training, and a two-week remote nesting period.
Ability to complete the required internet speed and jitter test and meet performance standards.

Nice To Haves

Bilingual Spanish communication skills to support Spanish-speaking clients.
Previous experience in customer service, sales, or marketing, preferably in a legal or professional setting.
Experience communicating empathetically with diverse clients and adapting communication style to different audiences.
Ability to work some weekends and holidays.

Responsibilities

Screen and qualify prospective-client leads and telephone calls before scheduling attorney consultations.
Collect relevant information and conduct prospective-client interviews with empathy and compassion.
Identify immediate needs and provide appropriate resources, including transferring callers to an attorney or providing legal-service referrals.
Contact prospective clients promptly, build relationships, and monitor inquiries received through email, internet, phone, and referrals.
Explain the firm’s services, policies, procedures, and requirements to prospective clients.
Schedule intake appointments and attorney consultations.
Take accurate notes during initial attorney-client consultations and collaborate with attorneys to complete the consultation process.
Update logs and reporting systems to reflect the status of prospective clients.
Assist attorneys with administrative tasks related to opening cases and maintaining databases.
Work with teammates to cover phone queues and lead-management systems so inquiries are addressed.
Communicate with team members and supervisors, sharing feedback, updates, and suggestions to improve the intake process and client experience.
Attend training sessions and meetings and follow firm policies, procedures, and professional and ethical standards.