Intake Specialist, Legal Intake and Client Relations

This is a fully remote position, open to applicants in United States, +3 more locations.

📋 Description

• Regularly review and rectify errors in CRM data

• Ensure accurate CRM documentation for incoming calls, qualified leads, scheduled consultations, referral sources, and other essential metrics

• Acknowledge, appropriately direct, or follow up with every individual who reaches out to the firm

• Make referrals when a prospect cannot be assisted by the firm

• Articulate the benefits of meeting with the DOCE, refundable seat deposits, and cancellation/rescheduling policies

• Follow up with prospects to promote retainer agreements and initial payments

• Prepare and distribute retainer agreements and payment links as instructed by the DOCE

• Stay updated on firm services, intake protocols, and CRM workflows

• Review the pipeline and send reminders to prospects scheduled within the next two to seven days

• Follow up with leads who did not schedule, missed evaluations, and no-hire prospects

• Send appointment reminders at least two days prior to evaluations

• Process Case Evaluation seat deposits and consultation balances

• Maintain a minimum error-free CRM entry rate of 98%

• Prepare comprehensive Intake Profiles and relevant prospect information for the DOCE

• Schedule Case Evaluation appointments on the DOCE’s calendar

• Answer and screen incoming calls using qualification questions to determine case type, location, and conflicts of interest

• Initiate CRM drip campaigns for newly scheduled prospects

• Process payments via LawPay

• Audit CRM entries to ensure completeness and accuracy

• Monthly review of lead volume, conversion rates, and referral-source data with the DOCE or Administrative Manager

• Perform additional related duties as required

⛳️ Requirements

• Time Zone: EST

• Office Hours: 9:00 AM–5:30 PM EST

• Location: New Jersey

• Expected call volume: 6–15 calls per day

• The position operates under the supervision of the Administrative Manager and has no supervisory authority unless specifically delegated

• CRM: Action Steps

• VoIP: Zoom

• Email

• Calendar management tools

• The Intake Specialist will work in support of and under the guidance of an attorney

• The Intake Specialist must refrain from providing legal advice, interpreting potential case outcomes, or recommending a course of legal action

• The position requires adherence to applicable ABA Rules of Professional Conduct and New Jersey State Bar Association regulations regarding non-attorney support staff

• Excellent verbal and written communication skills in English

• Strong interpersonal and client service abilities

• Professional, empathetic, and energetic communication style

• Exceptional organizational and time management skills

• Capability to confidently screen and qualify potential clients using established questions and protocols

• Strong attention to detail and a commitment to maintaining accurate CRM records

• Ability to manage multiple leads and follow-up activities while ensuring timely communication

• Comfort discussing payments, deposits, scheduling procedures, and firm policies with prospective clients

• Ability to communicate clearly and professionally via phone, email, and text

• Ability to consistently follow established processes, workflows, and intake protocols

• Strong follow-through and accountability to ensure leads are not overlooked

• Ability to work independently while adhering to direction from management and attorneys

• Ability to maintain confidentiality and exercise appropriate professional judgment

• Comfortable working with CRM systems, communication platforms, payment systems, and scheduling tools

• Proficiency in the English language is required

🏝️ Benefits

• Remote job opportunity

• Great Place to Work Certification environment