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:

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.