Legal Intake Virtual Assistant (VA) - Phone & Call Handling Focus

Overview

This role is for a warm, patient, and highly communicative Legal Intake Virtual Assistant supporting a U.S. employment law practice. Responsibilities focus on answering inbound calls, listening carefully to potential clients, and documenting information accurately in structured intake forms. You will also provide clear summaries to the legal team and help manage lead follow-ups.

Responsibilities

• Answer inbound calls from potential clients with warmth, patience, and professionalism.
• Listen carefully to each caller’s story and make them feel heard and respected (without giving legal advice).
• Complete intake forms accurately and in detail, following firm guidelines.
• Write clear, well-organized summaries of each caller’s situation for the legal team.
• Handle follow-up calls from existing leads and make outbound calls as assigned.
• Flag urgent or unusual cases to the legal team promptly.
• Communicate clearly and respectfully with attorneys, legal staff, and the internal team.
• Support light administrative tasks when call volume is low.
• Follow internal policies and SOPs, including attendance, time tracking, and daily reporting.
• Join internal team meetings, updates, and feedback sessions.
• Keep the team informed and raise process gaps or improvement ideas.
• Collaborate with the CEO and VA Manager to improve service quality.

30-60-90 Day Plan

• First 30 Days – Onboarding & Training

  • Complete onboarding and training on the intake process and documentation standards.
  • Shadow experienced intake VAs on live calls to learn call flow, tone, and expectations.
  • Begin handling intake calls under supervision.
  • Learn internal policies, SOPs, and daily reporting routine.
  • Hold weekly check-ins with the VA Manager.

• Days 31–60 – Independent Call Handling

  • Handle inbound intake calls independently with high accuracy.
  • Manage follow-up calls from existing leads.
  • Send accurate daily reports consistently, following internal SOPs.
  • Spot incomplete or urgent leads and escalate them appropriately.

• Days 61–90 – Full Ownership & Optimization

  • Fully own the intake phone line during your shift with high responsiveness.
  • Support outbound calls and other call-related tasks as assigned.
  • Identify gaps or improvements in the intake process and suggest solutions.

Requirements

• Excellent English, including spoken and listening comprehension.
  • Must understand callers with different accents, speaking speeds, and emotional states, and express yourself clearly and naturally.
• 1+ years of experience in a phone-based, client-facing role (legal intake, call center, customer support, or similar).
• Strong empathy and patience; enjoy talking with people and listening to their stories with respect.
• Calm, professional phone presence, including with upset or confused callers.
• Strong critical thinking to determine what information matters, adapt when situations don’t fit the script, and know when to escalate.
• High attention to detail; able to listen, type, and complete forms accurately at the same time.
• Clear, organized writing skills for case summaries and daily reports.
• Comfortable using VoIP phone systems, web-based forms, email, Slack, and time-tracking tools.
• Ability to maintain strict confidentiality and handle sensitive personal and legal information with discretion.
• Reliable and self-directed; able to follow structured processes independently in a remote setting.

Preferred Qualifications

• Experience in a legal setting (legal assistant, paralegal, or legal intake).

Compensation & Benefits

• 8 paid non-working holidays per year + vacation days

Location

• 100% remote, full-time position (160 hours/month)
• Availability during Eastern Time (EST) business hours
• Work environment requirements:
  • Dedicated computer (personal computer, not shared with family members) with at least 8GB RAM, current security updates, and antivirus software.
  • Primary internet connection: at least 20 Mbps download / 10 Mbps upload.
  • Backup internet connection: a secondary option such as pocket wifi, a prepaid modem, or a mobile data plan.
  • Quality headset: noise-canceling headset with a clear microphone.
  • Quiet workspace free from background noise.
  • Licensed operating system: Windows 10 or higher, or macOS 10.15.5 or higher.