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Requirements
We are seeking a professional, articulate, engaging, and empathetic Legal Intake Specialist to support the client intake operations of an established U.S.-based law firm.
This person will serve as a primary point of contact for prospective and existing clients, handling inbound calls and conducting timely outbound follow-up. The role requires someone who can confidently work from structured intake scripts while exercising good judgment when conversations fall outside standard scenarios.
The ideal candidate is an excellent listener who can gather critical information accurately, recognize when a matter needs to be escalated or transferred, remain composed with distressed or frustrated callers, and consistently follow through on prospective-client inquiries.
Follow-up is a major component of this position. We are specifically looking for someone persistent, proactive, and comfortable following up with prospective and existing clients until the appropriate next step has been completed.
Primary Responsibilities
Inbound Call Handling
Answer and professionally manage incoming calls from prospective and existing clients.
Handle an average inbound volume of approximately 20-30 calls per day , with call volume varying throughout the day.
Serve as a knowledgeable and professional first point of contact for callers.
‼️‼️‼️20-30 calls per day may seem a little but we need people who can answer from the first few seconds of the phone ringing. So we are looking for people who can truly commit to standby and be alert during the entire shift.
Use approved scripts and intake procedures while applying sound judgment when a caller’s situation falls outside standard scenarios.
Outbound Follow-Up
Promptly follow up on web-generated leads, missed calls, messages, and prospective-client inquiries.
Conduct consistent follow-up with prospective and existing clients when additional information or action is required.
Demonstrate persistence and strong follow-through rather than allowing leads or unresolved inquiries to become inactive.
Maintain accurate records of follow-up attempts, outcomes, and required next actions.
Intake Screening & Lead Qualification
Conduct initial caller screenings using structured legal intake scripts.
Gather relevant facts, dates, circumstances, contact information, and other details required to evaluate and route an inquiry.
Identify the general nature and urgency of an inquiry based on established firm procedures.
Recognize when additional questions are appropriate and when a matter should be escalated.
Documentation & Data Accuracy
Accurately enter caller information, intake details, key dates, claim or matter information, and follow-up notes into designated systems.
Maintain precise records to minimize miscategorization or incomplete intake information.
Navigate CRM/database platforms, call-management systems, and softphone technology efficiently.
Transfers, Escalations & Referrals
Route qualified prospective clients, existing clients, urgent matters, and other inquiries to the appropriate internal team member or designated referral resource.