Intake Specialist for US-Based Law Office ( Remote )

We’re looking for an Intake Specialist who can respond quickly, listen carefully, and guide prospective clients toward the right next step—whether that’s a scheduled consultation, an urgent retainer, or a referral to another resource.

Responsabilities

* Answer inbound calls and promptly call back new leads, prioritizing urgent and website inquiries.
* Ask questions to understand each prospective client’s situation and determine whether the firm can assist.
* Explain consultation fees and schedule consultations with attorneys.
* Handle urgent inquiries involving recent arrests, warrants, and detentions; explain applicable retainer fees and collect payments over the phone when needed.
* Keep lead information, call notes, and follow-up tasks accurate in the CRM.
* Refer or redirect matters the firm cannot handle.
* Route calls from current clients, courts, and internal teams to the appropriate person.
* Support intake across phone, web, text, and other assigned channels.
* Follow intake procedures while using sound judgment during sensitive conversations.

Requirements

* Experience in intake, a call center, sales, or customer service.
* Strong phone skills and the ability to listen, build rapport, and keep conversations focused.
* Good judgment and confidence in applying eligibility and fee guidelines.
* Comfort using several systems at once while speaking with a caller and taking accurate notes.
* Discretion when handling confidential or sensitive information.
* Availability for rotating shifts, including early mornings, evenings, weekends, and holidays.
* Professional English communication skills.
* Bilingual fluency in English and Spanish, or another language commonly spoken by clients.
* Experience closing or collecting payments over the phone.
* Familiarity with Lawmatics, Clio, Dialpad, or Slack.
* Previous experience in a law firm or legal intake team.

Benefits

* Competitive salary (USD)
* Work From Home
* Flexible hours