Intake Specialist for US-Based Law Office ( Remote )

Overview

This role supports an active law firm serving clients across New York and New Jersey. The Intake team is often the first point of contact for people dealing with an arrest, detention, or family crisis.

The firm handles criminal defense, immigration, and family law matters and provides 24/7 availability. This position involves responding to prospective clients across multiple channels, guiding them to the appropriate next step, and maintaining accurate lead records.

Responsibilities

• Answer inbound calls and promptly call back new leads, prioritizing urgent and website inquiries.
• Ask structured questions to understand each prospective client’s situation and determine whether the firm can assist.
• Explain consultation fees and schedule consultations with attorneys.
• Handle urgent inquiries involving recent arrests, warrants, and detentions; explain applicable retainer fees and collect payments over the phone when needed.
• Maintain accurate lead information, call notes, and follow-up tasks in the CRM.
• Refer or redirect matters the firm cannot handle.
• Route calls from current clients, courts, and internal teams to the appropriate person.
• Support intake across phone, web, text, and other assigned channels.
• Follow intake procedures while using sound judgment during sensitive conversations.

Requirements

• Experience in intake, a call center, sales, or customer service.
• Strong phone skills, with the ability to listen carefully, build rapport, and keep conversations focused.
• Good judgment and confidence applying eligibility and fee guidelines.
• Comfort using several systems at once while speaking with a caller and taking accurate notes.
• Discretion when handling confidential or sensitive information.
• Availability for rotating shifts, including early mornings, evenings, weekends, and holidays.
• Professional English communication skills.
• Bilingual fluency in English and Spanish, or another language commonly spoken by clients.
• Experience closing or collecting payments over the phone.
• Familiarity with Lawmatics, Clio, Dialpad, or Slack.
• Previous experience in a law firm or legal intake team.

Preferred Qualifications

• Prior experience specifically in legal intake or a legal intake team.

Compensation & Benefits

• Competitive salary (USD)
• Work from home
• Flexible hours

Location

• New York and New Jersey (clients served across both states)
• Work from Home