Client Intake Specialist – Law Firm (Part-Time, In-Office – Pittsford, NY)

Picture this: a father calls in, his voice tight with worry. His teenage daughter just got pulled over doing 78 in a 55, and the ticket she’s holding could suspend her license before she even graduates high school. Or maybe it’s a truck driver — a CDL holder who’s been on the road for 20 years — suddenly facing a misdemeanor that could cost him his livelihood. On the other end of that phone is you — the person who listens, steadies the conversation, and helps turn panic into a plan.

That’s what we do every day. We’re a small but passionate law firm that helps people across New York navigate the stress and confusion of vehicle and traffic charges. Our clients often come to us anxious, embarrassed, or frustrated. Your job is to meet them with empathy and clarity — to help them see that there’s a path forward, and that our team knows how to walk it with them.

About the Role
We’re looking for a part-time team member to be the first point of contact for people reaching out to our firm. You’ll speak with individuals who have recently received traffic infractions or misdemeanor charges and help them understand how our firm may be able to assist.

Your day will revolve around client communication — fielding inbound calls, collecting important details, and ensuring every new inquiry moves smoothly through our intake process.

• Talking with potential clients and collecting background details.
• Helping them obtain key documents (e.g., driving abstracts, tickets, supporting depositions).
• Entering and tracking information in our systems
• Following up using structured processes to ensure each potential client receives timely and professional communication.
• Using firm-approved scripts to keep calls compliant with legal and ethical standards.

You’ll play an essential role in helping callers feel heard, supported, and confident that they’re in good hands.

Position Details

• Schedule: Monday–Friday, 8:30 a.m. – 12:30 p.m. (Eastern Time)
• Location: In-person at our Pittsford, NY office
• Compensation: $30 per hour with additional performance bonuses
• Benefits: None at this stage (part-time position)
• Growth: Potential to transition into a full-time salaried position based on performance and firm needs

Who We’re Looking For

Ideal candidates will have:

• Excellent phone presence — friendly, clear, and professional
• Empathy and patience — the ability to put yourself in the caller’s shoes
• Confidence to lead conversations and, when appropriate, ask for the sale
• Curiosity about the legal process and how it affects people’s lives
• Strong follow-up and organizational skills
• Experience in customer service, intake, or a law office (a plus, but not required)

What to Expect

We want to be upfront about what this job is — and isn’t.

• In-person only: This role is based in our Pittsford office (not remote).
• Fast-paced: Because of the value of each call, there really are no “slow days.” Calls come in throughout the morning, and you’ll need to be ready to engage, even when you’re not in the mood.
• Repetition: We handle a lot of speeding and traffic cases. While every person’s story is different, many situations will sound similar.
• Structure: All calls are recorded, and law firms are heavily regulated. That means we follow strict ethical and compliance rules. You’ll be expected to stay on script where required (though your personality and warmth still matter).
• Small-firm reality: We’re not a big corporate outfit with layers of management or team-building retreats at Applebee’s. We’re growing, refining systems, and building the airplane as we fly it.
• Tough customers: Most callers are kind, respectful, and grateful for help. But every so often, you’ll deal with someone rude, entitled, or angry. You’ll need the maturity to handle those conversations with professionalism and grace — and know when to hand things off to an attorney.
• High expectations: This role carries real responsibility. You’re the front line of the firm and the person who sets the tone for every client relationship. When you do your job well, the whole team thrives.

Why This Role Matters

You’ll be the voice that transforms a stressful situation into a manageable one. You’ll help people find clarity and direction at a time they need it most — and you’ll be the person who helps our firm grow through meaningful client connections.

Job Type: Part-time

Pay: $30.00 per hour

Expected hours: 20 – 25 per week

People with a criminal record are encouraged to apply

Experience:

• Telephone Sales or Service: 1 year (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Pittsford, NY 14534 (Required)

Work Location: In person

Salary : $30