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Missouri, United States
Remote only
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Job Description:
Job Duck is seeking a personable, empathetic, and highly organized Intake Specialist to serve as the first point of contact for prospective clients reaching out to a law firm specializing in criminal defense. This role plays an essential part in creating a positive first impression by making callers feel heard, understood, and comfortable while gathering the information needed to determine whether their inquiries align with the firm's intake criteria. The ideal candidate combines excellent communication skills with sound judgment, emotional intelligence, and the ability to handle sensitive conversations with professionalism and compassion. This position requires someone who can confidently manage a high volume of phone interactions, carefully screen prospective clients, and ensure a smooth transition from the initial inquiry to an attorney consultation.
Monthly Compensation: $ 1,437 USD
Responsibilities include, but are not limited to:
• Protect confidential information and comply with the firm's privacy and confidentiality requirements.
• Maintain accurate and up-to-date lead records, communication histories, and follow-up activities.
• Ensure all prospective client interactions are handled with empathy, discretion, and professionalism.
• Answer incoming prospective client calls through the firm's main phone line using VXT.
• Return missed calls and respond to voicemails within the same business day.
• Gather relevant information from prospective clients and document their inquiries accurately.
• Screen prospective clients according to the firm's established written intake procedures and qualification criteria.
• Process prospective client payments through Clio.
• Schedule consultations between qualified prospective clients and attorneys.
• Identify inquiries that align with the firm's practice areas and intake requirements, exercising sound judgment throughout the screening process.
• Enter, organize, and manage prospective client leads in Clio Grow.
• Maintain and execute scheduled email and phone follow-ups to ensure timely communication with prospective clients.
• Provide flat fee quotes based on the firm's established fee schedule.
• Prepare and send engagement agreements for electronic signature.
• Provide a welcoming and professional experience while handling sensitive or emotionally challenging conversations.
• Follow established intake procedures and avoid providing legal advice or assessing the legal merits of prospective cases.
Requirements:
• Schedule: Monday to Friday, 9:00 AM to 5:00 PM CST
• Timezone: Central Standard Time (Missouri)
• Experience:
◦ Previous experience in law firm intake or a call center is preferred.
◦ Criminal defense experience is highly preferred due to the nature of the firm's practice.
◦ Experience handling inbound and outbound calls, qualifying leads, and coordinating appointments is beneficial.
◦ Familiarity with legal intake procedures and client management processes is a plus.
• Technical Requirements:
◦ Experience with or willingness to learn Clio Grow.
◦ Familiarity with VXT or other cloud-based phone systems is beneficial.
◦ Ability to manage email and phone follow-up schedules.
◦ Comfortable processing electronic engagement agreements and client payments through Clio.
◦ Excellent spoken and written English.
• Language Requirements:
◦ Advanced English proficiency is required due to the high volume of phone communication.
◦ Spanish proficiency is a plus.
• Additional Requirements:
◦ Willingness to sign a confidentiality agreement.
◦ Ability to successfully complete a criminal background check.
◦ Ability to handle sensitive and confidential prospective client information with discretion.
◦ Understanding that the role does not involve providing legal advice or evaluating the legal merits of a case.
• Required Skills:
• Excellent verbal and written English communication skills.
• Strong empathy and emotional intelligence, with the ability to connect with callers on a personal level.
• Active listening skills and the ability to make prospective clients feel comfortable, understood, and supported.
• Strong client service orientation and a warm, professional telephone manner.
• Sound judgment and critical thinking when screening prospective clients against established intake procedures.
• Ability to identify inquiries that do not meet the firm's intake criteria and handle them professionally.
• Patience and composure when managing sensitive, emotional, or challenging conversations.
• Strong organizational and time management skills.
• Ability to manage multiple inquiries, follow-up tasks, and appointments simultaneously.
• Attention to detail when collecting, entering, and maintaining prospective client information.
• Reliability, accountability, and consistent follow-through.
• Ability to work independently while following established procedures and guidelines.
• Professionalism and discretion when handling confidential information.
• Adaptability and willingness to learn new software, procedures, and workflows.
Work Shift:
Languages:
English, Portuguese, SpanishReady to dive in? Apply now and make sure to follow all the instructions!
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