V104 - Intake Specialist | Legal Intake and Client Relations Specialist

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Job Description:

Job Duck is seeking a professional and empathetic Intake Specialist to serve as a key point of contact for prospective clients and help guide them through the firm’s intake process. In this role, you will screen incoming leads, determine whether they meet established qualification criteria, schedule Case Evaluations, and ensure prospects receive timely and professional follow up. You will also maintain accurate CRM records, process payments, coordinate pre evaluation communications, and prepare comprehensive intake information for the attorney. This position is well suited for someone who communicates confidently, stays organized in a fast paced environment, and understands the importance of making every caller feel acknowledged and supported.

Monthly Compensation: 1,150 to 1,220 USD

Responsibilities include, but are not limited to:

Review and correct CRM data errors on a regular basis

Maintain accurate CRM records for incoming calls, qualified leads, scheduled consultations, referral sources, and other key metrics

Ensure every person who contacts the firm is acknowledged, appropriately directed, or followed up with

Make appropriate referrals from the firm’s referral list when a prospect cannot be assisted by the firm

Explain the value of meeting with the DOCE, the refundable seat deposit process, and cancellation and rescheduling policies

Follow up with prospects to encourage completion of retainer agreements and initial payments

Prepare and send retainer agreements and payment links as directed by the DOCE

Stay current on the firm’s services, intake protocols, and CRM workflows

Review the pipeline for upcoming Case Evaluations and send reminders to prospects scheduled within the next two to seven days

Follow up with leads who did not schedule, prospects who did not attend their evaluation, and no hire prospects according to firm protocol

Send appointment reminders to scheduled prospects at least two days before their evaluation

Process Case Evaluation seat deposits and consultation balances through the firm’s payment platform

Perform other related duties as needed

Maintain a minimum 98% error free CRM entry rate

Prepare complete Intake Profiles and compile relevant prospect information for the DOCE before each Case Evaluation

Schedule Case Evaluation appointments on the DOCE’s calendar

Answer and screen incoming calls using predetermined qualification questions to assess case type, location, and potential conflicts of interest

Initiate CRM drip campaigns for newly scheduled prospects

Process payments through the firm’s LawPay credit card processing platform

Audit CRM entries for completeness and accuracy

Review lead volume, conversion rates, and referral source data with the DOCE or Administrative Manager on a monthly basis

Requirements:

Time Zone: EST

Office Hours: 9:00 AM–5:30 PM EST

Location: New Jersey.

Expected call volume: 6–15 calls per day

The position operates under the direction of the Administrative Manager and has no supervisory authority unless specifically delegated

Software and tools:

CRM: Action Steps

VoIP: Zoom

Email

Calendar management tools

The Intake Specialist will work in support of and under the supervision of an attorney

The Intake Specialist must not provide legal advice, interpret potential case outcomes, or recommend a course of legal action

The position requires compliance with applicable ABA Rules of Professional Conduct and New Jersey State Bar Association rules regarding non attorney support staff.

Required Skills:

Excellent verbal and written English communication skills

Strong interpersonal and client service skills

Professional, empathetic, and energetic communication style

Strong organizational and time management skills

Ability to confidently screen and qualify prospective clients using established questions and protocols

Strong attention to detail and commitment to maintaining accurate CRM records

Ability to manage multiple leads and follow up activities while maintaining timely communication

Comfortable discussing payments, deposits, scheduling procedures, and firm policies with prospective clients

Ability to communicate clearly and professionally by phone, email, and text

Ability to follow established processes, workflows, and intake protocols consistently

Strong follow through and accountability to ensure leads do not fall through the cracks

Ability to work independently while following direction from management and attorneys

Ability to maintain confidentiality and exercise appropriate professional judgment

Comfortable working with CRM systems, communication platforms, payment systems, and scheduling tools

Work Shift:

Languages:

English

Ready to dive in? Apply now and make sure to follow all the instructions!

Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.

Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.