Intake & Client Experience Specialist

Intake & Client Experience Specialist 

Location: In-Office – Frisco, TX 

Employment Type: Full-Time 

Reports To: Director of Client Services 

Job Summary 

The Intake & Client Experience Specialist is the front line of Barbieri Law Firm and plays a critical role in how potential clients experience the firm from the very first interaction. This role requires exceptional professionalism, emotional intelligence, and initiative. 

This position goes beyond answering phones. The ideal candidate is proactive, solutions-oriented, and understands that in a high-stakes criminal defense firm, every interaction matters. You must be comfortable taking ownership, adapting to changing needs, and doing what is necessary to ensure potential clients feel heard, respected, and guided — even in stressful situations. 

This role is best suited for someone who takes pride in being dependable, flexible, and a true team player. 

Key Responsibilities 

• Serve as the primary point of contact for potential clients via phone, email, web forms, and third-party platforms. 
• Conduct thorough and empathetic intake conversations to gather qualifying information and assess next steps. 
• Accurately enter, update, and manage lead and client information in the firm’s CRM and case management systems. 
• Schedule consultations for qualified leads and ensure proper follow-up according to firm processes. 
• Communicate clearly and compassionately about the firm’s services, expectations, and next steps. 
• Maintain strict confidentiality and adhere to all ethical and legal standards. 
• Collaborate closely with the Director of Client Services and internal team to ensure a seamless intake process. 
• Proactively identify gaps, issues, or opportunities in the intake process and communicate them to leadership. 
• Assist with administrative and operational tasks related to intake and client experience as needed. 
• Contribute positively to team culture by maintaining a professional, solution-focused attitude. 

This role requires flexibility and a willingness to support the firm wherever needed to ensure client service excellence. 

Metrics of Success 

• Response Time: Respond to all secondary submissions (Intaker, web forms, Super Lawyers, and Lawmatics) within 30 minutes. 
• Follow-Up Compliance: Follow up with 100% of potential clients within the required timeframe. 
• Data Accuracy: Maintain 95% accuracy in CRM and case management entries. 
• Lead Conversion: Ensure all qualified leads are properly scheduled for consultation. 
• Client Experience: Demonstrate professionalism, empathy, and consistency in every interaction. 

Qualifications & Skills 

Required: 

• Exceptional verbal and written communication skills. 
• Strong emotional intelligence and ability to work with distressed or high-pressure callers. 
• High level of personal accountability and follow-through. 
• Ability to manage multiple tasks and shifting priorities without losing professionalism. 
• Strong attention to detail and organizational skills. 
• Proficiency with CRM/case management systems and Microsoft Office. 
• A team-first mindset with a willingness to help beyond narrowly defined tasks. 

Preferred: 

• Experience in a law firm or professional services environment. 
• Familiarity with legal terminology and intake processes. 
• Bilingual (Spanish preferred). 

Experience 

• Minimum 1–2 years in intake, client service, reception, or administrative roles. 
• Prior law firm experience preferred but not required for the right candidate.