What are the responsibilities and job description for the Intake Specialist and Consultation Strategist position at Christian Family Law?
Christian Family Law is seeking an empathetic, highly organized, and emotionally intelligent Intake Specialist & Consultation Strategist to serve as the first point of contact for prospective clients navigating some of the most difficult seasons of their lives.
This role is more than answering phones and scheduling appointments.
The Intake Specialist & Consultation Strategist helps prospective clients find clarity during times of uncertainty while ensuring they are matched with the services and legal guidance that best support their goals.
The ideal candidate understands that family law is not simply about legal outcomes. It is about helping individuals and families build healthier futures.
This position requires a unique balance of compassion, professionalism, emotional intelligence, and consultative sales ability.
The right candidate can listen with empathy while confidently guiding prospective clients through the intake and consultation process.
About Christian Family Law
At Christian Family Law, we believe divorce is not the destination. Wholeness is.
Our mission is to help clients make decisions their future selves will thank them for.
Whether clients are exploring reconciliation, navigating divorce, protecting assets, or creating healthy co-parenting relationships, we provide thoughtful counsel and strong advocacy focused on long-term outcomes.
While our values are informed by faith, our clients come from many backgrounds and beliefs. What unites them is a desire for clarity, integrity, and a healthier future.
Primary Responsibilities
Lead Intake & Client Experience
- Serve as the first point of contact for prospective clients via phone, text, email, and online inquiries.
- Conduct initial intake conversations with empathy and professionalism.
- Gather relevant case information and accurately enter details into the CRM and case management system.
- Screen potential matters for conflicts and fit with firm services.
- Educate prospective clients on the consultation process and next steps.
- Schedule consultations and ensure all required documentation is received prior to appointments.
Consultation Strategy & Conversion
- Prepare attorneys for consultations with organized intake summaries and case notes.
- Build trust and rapport with prospective clients during emotionally difficult situations.
- Identify client goals, concerns, urgency, and desired outcomes.
- Help prospective clients understand the firm's approach and value proposition.
- Conduct consultation follow-up activities, including phone calls, emails, and text communication.
- Address questions related to engagement, onboarding, and legal service options.
- Support conversion of qualified consultations into retained clients.
Client Relationship Management
- Maintain detailed CRM documentation for all interactions.
- Track consultation outcomes and follow-up tasks.
- Execute lead nurturing campaigns for prospective clients who are not yet ready to retain the firm.
- Coordinate with attorneys and legal staff to ensure a seamless client experience.
- Assist in maintaining intake systems, scripts, and workflows.
Brand Ambassador
- Represent the firm's values of compassion, integrity, clarity, and strong advocacy.
- Ensure every prospective client feels heard, respected, and supported.
- Help clients focus on long-term outcomes rather than short-term emotions.
- Reinforce the firm's philosophy of helping clients build healthier futures.
Required Qualifications
- Minimum of 2 years of intake, sales, client service, or customer experience.
- Exceptional verbal and written communication skills.
- High emotional intelligence and active listening skills.
- Ability to maintain professionalism in emotionally charged situations.
- Strong organizational skills and attention to detail.
- Comfortable discussing legal fees and engagement processes.
- Proficiency with CRM and case management software.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Prior law firm experience strongly preferred.
- Family law experience preferred.
- Experience with consultation sales or intake conversion.
- Familiarity with legal CRM platforms such as Lawmatics, Clio, MyCase, or similar systems.
- Experience working with clients during sensitive life transitions.
Key Competencies
The ideal candidate is:
- Compassionate without becoming emotionally overwhelmed
- Confident without being aggressive
- Organized without losing the human element
- Sales-minded without being transactional
- Strategic without losing empathy
Success Measures (KPIs)
Intake & Responsiveness
- Respond to all new leads within 5 minutes during business hours
- Achieve 95% same-day lead response rate
- Maintain 100% CRM documentation compliance
Consultation Metrics
- Consultation booking rate: 75%
- Consultation show rate: 85%
- Retained client conversion rate: Firm target established by leadership
Client Experience
- Maintain client satisfaction scores aligned with firm standards
- Receive positive client feedback and testimonials
- Demonstrate professionalism and empathy in all communications
Follow-Up
- Complete 100% of consultation follow-up tasks within designated timeframes
- Execute lead nurture campaigns according to firm SOPs
- Maintain accurate tracking of lead sources and outcomes
What Success Looks Like
The successful Intake Specialist & Consultation Strategist understands that every interaction matters.
Clients often remember how they felt during their first conversation with the firm long after their case has ended.
Success in this role means helping clients feel heard, supported, informed, and empowered to make decisions their future selves will thank them for.
At Christian Family Law, we are not simply opening cases.
We are helping people build better futures.