Legal Client Services – Intake Specialist

This is a fully remote position, open to applicants in South Africa, +2 more countries.

📋 Description

• Act as the initial point of contact for a small real estate law firm.

• Handle incoming calls and inquiries.

• Engage with potential clients to assess their needs.

• Evaluate inquiries by posing relevant questions.

• Ascertain if the firm's services align with client requirements.

• Gather, document, and organize intake information.

• Arrange consultations and follow-up calls.

• Forward qualified cases to the attorney as necessary.

• Direct unsuitable inquiries to the appropriate attorney or professional.

• Respond to client questions and maintain communication with existing clients.

• Keep clients informed and clarify next steps.

• Cultivate relationships with referral partners.

• Regularly check in with clients to identify enhancements to the client experience.

• Raise issues that need the attorney's attention.

• Design and organize the intake process.

• Develop systems for managing new inquiries.

• Create procedures and checklists.

• Enhance information collection and document intake processes.

• Identify gaps in processes.

• Assist in training future junior team members.

• Eventually take ownership of the intake function.

• Help minimize the attorney's requirement to personally screen incoming calls.

• Contribute to building systems that facilitate the addition of junior intake staff.

⛳️ Requirements

• Proven experience in client services.

• Previous experience in a law firm is highly preferred.

• Background in legal intake, legal reception, client onboarding, law firm administration, client services, lead qualification, scheduling consultations, or managing incoming inquiries is strongly preferred.

• Comfortable engaging with individuals over the phone and asking questions.

• Experience in real estate law is particularly beneficial, or a strong legal intake background in another legal field.

• Confident, friendly, approachable, and professional in phone interactions.

• Excellent listener and at ease with asking questions.

• Intelligent and inquisitive.

• Composed when faced with uncertainty.

• Quick thinker and adaptable.

• Open to learning about a new area of law.

• Capable of making reasonable decisions regarding issues that require escalation.

• Eager to thoroughly understand the business and manage conversations without immediately referring everything to the attorney.

• Familiarity with Clio is particularly advantageous.

• Available for full-time work, 40 hours per week, during Eastern Standard Time (EST) hours.

🏝️ Benefits

• 100% remote work.

• $50 birthday bonus.

• $200 testimonial bonus.

• No tracking requirements.

• Training opportunities available for candidates with the right background.

• Potential for role advancement, increased hours, and additional responsibilities as the firm expands.