Intake Specialist, Client Acquisition

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Act as the primary contact for potential clients

• Address new inbound inquiries within the designated response timeframe

• Conduct organized discovery and intake discussions utilizing approved scripts

• Collect relevant factual and logistical details from prospective clients

• Identify qualified leads based on established criteria

• Decline and refer inquiries that do not meet the firm’s published standards

• Provide explanations of the firm’s practice areas, expertise, general procedures, and typical service sequences

• Oversee the free consultation calendar and follow up with prospects to enhance attendance rates

• Arrange free consultations with attorneys as needed

• Schedule paid consultations with attorneys without requiring additional authorization

• Follow up with prospects after consultations to aid in the retention process

• Conduct follow-ups using approved communication sequences

• Quote retainer fees based on the approved fee matrix

• Gather the objective information necessary to determine the suitable fee category

• Escalate issues outside the approved fee matrix before conveying a fee

• Prepare and dispatch retainer agreements utilizing approved templates

• Escalate potential conflicts, urgent situations, dissatisfaction, unusual fee arrangements, or inquiries outside the established intake protocol

• Take part in recorded call quality assurance evaluations

• Maintain a minimum recorded call QA score of 4 out of 5 while steering clear of boundary violations

• Contribute to the ongoing improvement of the firm’s intake and fee matrix processes in collaboration with the CEO

• Document inquiries, lead sources, consultations, and follow-up activities

• This position does not involve providing legal advice, assessing legal merits, conducting case work, performing paid consultations, or managing active matters

⛳️ Requirements

• Job Title: Intake Specialist

• Working Hours: 8:30 AM to 5:00 PM Eastern Time, covering the last inbound call of the day

• English-only position

• Reports directly to the CEO

• Strong verbal and written communication skills in English

• Excellent active listening and questioning abilities

• High attention to detail

• Highly organized with the capacity to manage multiple inquiries at once

• Proactive and self-directed mindset

• Confident and professional communication style

• Strong interpersonal and relationship-building skills

• Results-driven approach

• Ability to consistently follow established scripts, procedures, and qualification criteria

• Capability to work independently and make decisions within set guidelines

• Strong follow-up and time management capabilities

• Ability to convey urgency based solely on the information provided by the prospective client

• Ability to maintain professional boundaries and refrain from giving legal advice

• Comfortable managing sensitive and confidential information

• Ability to identify situations that require immediate escalation

• Strong customer service and client experience skills

• Capability to operate effectively in a fast-paced, high-volume intake environment

• Proficient in accurately documenting inquiries, lead sources, consultations, and follow-up activities

• Strong proficiency with practice management and scheduling systems

• Must successfully complete each stage of the application process

🏝️ Benefits

• Opportunity for remote work

• Employer certified as a Great Place to Work

• Guidance from recruiters throughout the application process