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The Intake Specialist is the first and most critical point of contact for prospective clients. This role is responsible for screening, qualifying, and converting leads across multiple practice areas while ensuring accurate data capture, proper routing, and exceptional client experience.
This is a sales-adjacent, metrics-driven role, not a receptionist position.
Lead Intake & Qualification
- Answer inbound calls, texts, chats, and form submissions promptly
- Conduct structured intake conversations across multiple practice areas
- Identify legal issues, urgency, eligibility, and conflict considerations
- Apply firm-approved intake scripts and decision trees
- Properly qualify or disqualify leads based on firm criteria
Client Conversion
- Educate potential clients on the firm's services and next steps
- Schedule consultations for qualified leads
- Secure retainers or deposits when applicable (under firm protocol)
- Reduce no-shows through confirmation and follow-up procedures
- Create a calm, confident, and professional client experience
Data Accuracy & Case Creation
- Accurately enter lead and client data into the case management system (e.g., MyCase, Lawmatics, Clio)
- Assign correct practice areas, case types, lead sources, and urgency levels
- Ensure intakes are complete, clean, and ready for attorney review
- Flag incomplete, high-risk, or urgent matters for escalation
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Multi-Practice Coordination
- Understand intake requirements for each practice area
- Route matters to appropriate teams or attorneys
- Communicate clearly with attorneys, paralegals, and intake managers
- Follow up on pending intakes and missing information
Follow-Up & Lead Management
- Conduct follow-up calls and messages for unconverted leads
- Track lead status and outcomes
- Maintain organized pipelines for pending, scheduled, and retained matters
- Support marketing efforts by providing intake feedback and trends
Job Type: Full-time
Work Location: Remote
