Intake Specialist – Legal Intake and Scheduling Specialist

This is a fully remote position, open to applicants in Brazil, +7 more countries.

📋 Description

• Safeguard sensitive information while adhering to privacy and confidentiality standards.

• Keep precise records of leads, communication histories, and follow-up actions.

• Manage interactions with prospective clients demonstrating empathy, discretion, and professionalism.

• Respond to incoming calls from prospective clients via the firm's main phone line using VXT.

• Return missed calls and reply to voicemails by the end of the same business day.

• Collect and accurately record inquiries from prospective clients.

• Screen prospective clients in accordance with established intake procedures and qualification criteria.

• Process payments from prospective clients using Clio.

• Arrange consultations between qualified prospective clients and attorneys.

• Identify inquiries that align with the firm's practice areas and intake requirements.

• Enter, organize, and manage prospective client information in Clio Grow.

• Carry out scheduled email and phone follow-ups.

• Provide flat fee estimates based on the firm's fee schedule.

• Prepare and dispatch engagement agreements for electronic signatures.

• Ensure a welcoming and professional experience during sensitive discussions.

• Adhere to intake procedures without offering legal advice or assessing legal merits.

⛳️ Requirements

• Availability Monday to Friday, from 9:00 AM to 5:00 PM CST.

• Must operate on Central Standard Time (Missouri).

• Previous experience in legal firm intake or a call center is preferred.

• Criminal defense experience is highly preferred.

• Experience in managing inbound and outbound calls, qualifying leads, and coordinating appointments is advantageous.

• Familiarity with legal intake processes and client management systems is a plus.

• Experience with or willingness to learn Clio Grow.

• Knowledge of VXT or similar cloud-based phone systems is beneficial.

• Capable of managing email and phone follow-up schedules.

• Comfortable with processing electronic engagement agreements and client payments through Clio.

• Excellent command of spoken and written English.

• Advanced English proficiency is required.

• Proficiency in Spanish is a plus.

• Willingness to sign a confidentiality agreement.

• Ability to successfully undergo a criminal background check.

• Skill in handling sensitive and confidential information with discretion.

• Must recognize that the position does not involve providing legal advice or assessing the legal merits of any case.

• Exceptional verbal and written communication skills in English.

• Strong sense of empathy and emotional intelligence.

• Active listening skills are essential.

• Strong client service orientation and a professional telephone demeanor.

• Sound judgment and critical thinking abilities when screening prospective clients.

• Capability to identify inquiries that do not meet intake criteria.

• Patience and composure during sensitive, emotional, or challenging conversations.

• Excellent organizational and time management skills.

• Ability to manage multiple inquiries, follow-up tasks, and appointments concurrently.

• Attention to detail when collecting, entering, and maintaining client information.

• Reliability, accountability, and consistent follow-through are essential.

• Ability to work independently while adhering to established procedures and guidelines.

• Professionalism and discretion with confidential information.

• Willingness to adapt and learn new software, procedures, and workflows.

🏝️ Benefits

• Great Place to Work Certification.

• Remote work arrangement.