V104 - Intake Specialist | Client Intake and Lead Management Specialist

Overview

The organization is seeking a compassionate and detail-oriented Intake Specialist to support a legal practice. This role manages incoming inquiries, connects with potential clients, and ensures leads are accurately documented and followed up on. As a first point of contact, you will help prospective clients feel heard and supported while gathering the information the legal team needs to evaluate cases.

Responsibilities

• Prepare clear, accurate, and organized summaries of intake conversations
• Conduct intake calls to gather essential details about potential cases
• Reach out to prospective clients to obtain relevant information and assess initial needs
• Manage incoming leads via phone and email communications
• Adapt to new workflows and incorporate feedback to improve efficiency and accuracy
• Monitor pending leads and follow up consistently to prevent missed opportunities
• Follow up with prospective clients to obtain missing information and maintain engagement
• Enter new leads and update existing records in Lead Docket
• Follow established procedures for handling client information and maintaining confidentiality
• Use VXT, Microsoft Teams, Microsoft Outlook, Calendly, Lead Docket, and VPN to support daily operations
• Coordinate communications and relevant updates with clients as needed
• Ensure lead information is complete, accurate, and properly documented
• Organize and prioritize leads for the client’s review and screening process

Requirements

• Schedule: Monday through Friday, 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM EST
• Bilingual English and Spanish preferred
• Previous experience in client intake, customer service, administrative support, or a legal environment is preferred
• Familiarity with CRM systems and ability to learn new software and workflows efficiently
• Professionalism, confidentiality, empathy, and accurate documentation in a legal services environment
• Expected call volume: approximately 6 to 15 calls per day

Required Skills

• Strong verbal and written communication skills in English; Spanish proficiency preferred
• Empathetic and compassionate approach when interacting with prospective clients
• High attention to detail and accuracy when documenting information
• Excellent organizational and time management skills
• Ability to manage multiple priorities and maintain consistent follow-up
• Familiarity with CRM systems and lead management processes
• Strong active listening and information-gathering skills
• Persistence and initiative when contacting and following up with potential clients
• Ability to learn new software, systems, and procedures quickly
• Ability to summarize intake conversations clearly and accurately
• Professional telephone etiquette and email communication skills
• Ability to follow instructions, accept feedback, and work effectively under supervision
• Commitment to maintaining confidentiality and handling sensitive information appropriately

Compensation & Benefits

• Monthly compensation: 1,150 to 1,220 USD

Location

• Remote