Intake Specialist
Patricia Scott Law, Alameda, CA, United States
Position Type: Full-Time (Hourly)Reports To: Office Manager / COO / Lead AttorneyLocation: Hybrid or Remote
Position SummaryThe Intake Specialist serves as the first point of contact for prospective clients and plays a crucial role in shaping the client experience. This role is responsible for screening inquiries, conducting initial intake calls, evaluating fit, coordinating consultations, and ensuring prospective clients are seamlessly guided through the firms intake pipeline.The ideal candidate is personable, detail-oriented, tech-savvy, and able to manage multiple conversations at once with professionalism and empathy. This is a client-facing role that supports the firms growth by converting qualified leads into scheduled consultations and by maintaining accurate, timely, and compliant intake documentation.Key ResponsibilitiesClient Intake & ScreeningServe as the first point of contact for prospective clients via phone, email, website forms, text platforms (e.g., Clio Grow).Conduct initial intake and qualification calls to understand client needs and determine eligibility based on the firms practice areas and criteria.Schedule consultations, follow-up calls, and attorney meetings.Maintain a warm, empathetic, and professional tone in all interactions.Lead Management & ConversionMonitor incoming leads daily and respond promptly according to firm policy(same-day or within 24 hours).Track all activities and statuses within the firms CRM (Clio Grow).Follow structured scripts or talking points to ensure consistent communication.Support conversion goals by ensuring leads move through the intake pipeline smoothly.Follow up with prospects who did not schedule, missed appointments, or need additional information.Document Management & Data EntryCollect required documents before consultations (e.g., ID, questionnaires, prior legal docs).Ensure accurate, consistent intake notes and data entry across CRM and case management systems.Maintain confidentiality and comply with relevant ethical rules and privacy laws.Administrative & Operational SupportPrepare daily and weekly intake reports.Participate in weekly meetings to review pipeline performance and conversion metrics.Suggest improvements to scripts, workflows, and client communication templates.Support special projects such as updating FAQs, improving web forms, and optimizing the intake workflow.QualificationsRequired13 years of experience in intake, customer service, client services, or administrative roles.Strong communication and active listening skills.Experience using CRM, case management, or intake software (Clio Grow).Ability to multitask while maintaining accuracy and professionalism.Strong organizational and follow-up skills.High level of emotional intelligence and client-centered demeanor.PreferredPrior experience in a law firm, financial services, mental health practice, or other professional services environment.Understanding of legal terminology or practice areas (e.g., immigration, estate planning, family law, business law).Bilingual or multilingual abilities.Key CompetenciesClient service excellenceClear communicationProfessionalism & confidentialityTime managementAttention to detailEmpathy & active listeningTech-savvinessReliability and follow-throughWork Environment & ScheduleStandard business hours with some flexibility depending on firm needs.Ability to work in a fast-paced environment and manage high call volume and multiple inquiries.Hybrid or fully remote options available based on firm policies.Compensation & BenefitsWe are proud to offer a competitive compensation package, including:Base Hourly Rate: Competitive pay based on experience and qualifications.Bonuses: Performance-based bonuses to reward your hard work and dedication.Health Insurance: Comprehensive health, dental, and vision insurance to support your well-being.Professional Development: Opportunities for continuing legal education and growth within the firm.We are committed to transparency and equity in our hiring process. If you have any questions regarding compensation or benefits, please feel free to reach out during the application process.Why Join Us?Client-Centered Mission: We prioritize providing tailored legal strategies that address clients' unique needs, offering holistic support during challenging times.Growth Opportunities: Be part of a firm that values innovation, professional development, and a team-driven culture.Impactful Work: Contribute to helping individuals and families achieve peace of mind through professional excellence and empathetic support.Community and Accessibility: Join a firm that combines traditional values with modern tools, offering virtual consultations and easy-to-use client portals. recblid z6xxe6p1aydudc74y7yg8kzo6qky9a
Position SummaryThe Intake Specialist serves as the first point of contact for prospective clients and plays a crucial role in shaping the client experience. This role is responsible for screening inquiries, conducting initial intake calls, evaluating fit, coordinating consultations, and ensuring prospective clients are seamlessly guided through the firms intake pipeline.The ideal candidate is personable, detail-oriented, tech-savvy, and able to manage multiple conversations at once with professionalism and empathy. This is a client-facing role that supports the firms growth by converting qualified leads into scheduled consultations and by maintaining accurate, timely, and compliant intake documentation.Key ResponsibilitiesClient Intake & ScreeningServe as the first point of contact for prospective clients via phone, email, website forms, text platforms (e.g., Clio Grow).Conduct initial intake and qualification calls to understand client needs and determine eligibility based on the firms practice areas and criteria.Schedule consultations, follow-up calls, and attorney meetings.Maintain a warm, empathetic, and professional tone in all interactions.Lead Management & ConversionMonitor incoming leads daily and respond promptly according to firm policy(same-day or within 24 hours).Track all activities and statuses within the firms CRM (Clio Grow).Follow structured scripts or talking points to ensure consistent communication.Support conversion goals by ensuring leads move through the intake pipeline smoothly.Follow up with prospects who did not schedule, missed appointments, or need additional information.Document Management & Data EntryCollect required documents before consultations (e.g., ID, questionnaires, prior legal docs).Ensure accurate, consistent intake notes and data entry across CRM and case management systems.Maintain confidentiality and comply with relevant ethical rules and privacy laws.Administrative & Operational SupportPrepare daily and weekly intake reports.Participate in weekly meetings to review pipeline performance and conversion metrics.Suggest improvements to scripts, workflows, and client communication templates.Support special projects such as updating FAQs, improving web forms, and optimizing the intake workflow.QualificationsRequired13 years of experience in intake, customer service, client services, or administrative roles.Strong communication and active listening skills.Experience using CRM, case management, or intake software (Clio Grow).Ability to multitask while maintaining accuracy and professionalism.Strong organizational and follow-up skills.High level of emotional intelligence and client-centered demeanor.PreferredPrior experience in a law firm, financial services, mental health practice, or other professional services environment.Understanding of legal terminology or practice areas (e.g., immigration, estate planning, family law, business law).Bilingual or multilingual abilities.Key CompetenciesClient service excellenceClear communicationProfessionalism & confidentialityTime managementAttention to detailEmpathy & active listeningTech-savvinessReliability and follow-throughWork Environment & ScheduleStandard business hours with some flexibility depending on firm needs.Ability to work in a fast-paced environment and manage high call volume and multiple inquiries.Hybrid or fully remote options available based on firm policies.Compensation & BenefitsWe are proud to offer a competitive compensation package, including:Base Hourly Rate: Competitive pay based on experience and qualifications.Bonuses: Performance-based bonuses to reward your hard work and dedication.Health Insurance: Comprehensive health, dental, and vision insurance to support your well-being.Professional Development: Opportunities for continuing legal education and growth within the firm.We are committed to transparency and equity in our hiring process. If you have any questions regarding compensation or benefits, please feel free to reach out during the application process.Why Join Us?Client-Centered Mission: We prioritize providing tailored legal strategies that address clients' unique needs, offering holistic support during challenging times.Growth Opportunities: Be part of a firm that values innovation, professional development, and a team-driven culture.Impactful Work: Contribute to helping individuals and families achieve peace of mind through professional excellence and empathetic support.Community and Accessibility: Join a firm that combines traditional values with modern tools, offering virtual consultations and easy-to-use client portals. recblid z6xxe6p1aydudc74y7yg8kzo6qky9a