Intake Specialist / Client Services Coordinator

This is a client-facing position where outstanding communication skills, empathy, and professionalism are essential. The ideal candidate will have a naturally warm, welcoming, and reassuring demeanor, particularly when speaking with individuals who may be experiencing stressful or emotionally difficult circumstances.

The role combines telephone reception, client intake, appointment scheduling, and general administrative support.

Duties and Responsibilities

* Answer incoming client calls promptly, professionally, and courteously.
* Provide a welcoming, compassionate, and reassuring experience to callers.
* Identify the purpose of each call and direct inquiries to the appropriate department or team member.
* Perform live call transfers when appropriate.
* Accurately record messages and relay information to the appropriate personnel.
* Schedule client appointments and consultations using designated calendars.
* Assist with initial client intake and the collection of basic contact information, as instructed.
* Maintain accurate client records and perform routine data entry.
* Support general administrative tasks, including email correspondence, calendar management, and document organization.
* Follow established confidentiality and data protection procedures when handling sensitive client information.
* Learn and follow the firm's specific workflows and call-handling procedures.

Required Qualifications

* Excellent spoken and written English communication skills.
* Warm, friendly, empathetic, and professional telephone manner.
* Strong active listening skills and the ability to communicate calmly with emotionally distressed callers.
* Previous experience in a professional office or administrative environment, including virtual settings.
* Demonstrated customer service experience.
* Working knowledge of Google Workspace and Microsoft Office applications.
* Strong organizational skills and attention to detail.
* Ability to work independently, manage multiple tasks, and follow instructions.
* Reliable, dependable, and interested in long-term employment.
* Ability to maintain discretion and confidentiality when handling sensitive information.

Preferred Qualifications

* Previous experience in client intake, reception, administrative assistance, or appointment scheduling.
* Experience in a law firm, healthcare practice, professional services business, or another client-facing environment.
* Familiarity with call routing, telephone systems, and calendar management tools.
* Experience communicating with U.S.-based clients.

Previous legal industry experience is beneficial but not required. This is not an attorney or paralegal position.

Ideal Candidate Profile

Above all, the ideal candidate should be someone clients genuinely enjoy speaking with.

We are looking for someone who can combine strong English communication with patience, compassion, professionalism, and a naturally calming presence. The successful candidate should make callers feel heard, respected, and comfortable while efficiently directing their inquiries.