Client Intake Specialist

About Otto Family Law

Otto Family Law is Western Wisconsin’s premier family law firm, serving clients across the Chippewa Valley and beyond. Founded in 2011 by attorney Lauren Otto, our firm focuses exclusively on family law, including divorce, mediation (including our innovative “Divorce Your Way” service), child custody, support, placement, adoption, and related matters.

Our team combines decades of experience, deep local roots, and a commitment to compassionate, client-centered representation. We offer innovative solutions, flexible payment options, and a tailored approach that ranges from strong advocacy to collaborative guidance, depending on what each client needs most.

Position Overview

The Intake Specialist is a key member of our team, responsible for both managing and coordinating the firm’s day-to-day operations and serving as the first point of contact for potential and existing clients. This role requires strong communication skills, empathy, and attention to detail, combined with solid organizational and administrative abilities.

Key Responsibilities

Client Intake, Screening, and Client Care

• Conduct initial intake interviews with potential clients via phone, email, or in-person.
• Gather detailed information about legal issues, timelines, and supporting documentation.
• Assess the viability of potential cases based on firm criteria and policies.
• Explain the firm’s intake process, procedures, and next steps.
• Provide timely, empathetic, and professional responses to inquiries.
• Coordinate and schedule consultations and appointments with attorneys.
• Ensure clients feel heard, respected, and supported throughout the intake process.

Administrative and Operational Support

• Manage daily office operations, including scheduling, correspondence, and document management.
• Maintain office supplies and equipment; coordinate with vendors.
• Assist with preparation and distribution of reports, presentations, and meeting materials.
• Support implementation and maintenance of office programs, processes, and procedures.
• Assist with firm-wide initiatives and projects; track progress and deadlines.
• Identify opportunities for operational improvements and recommend solutions.

Team Support, Communication, and Collaboration

• Provide administrative support to attorneys and staff.
• Organize and facilitate internal meetings; prepare agendas, record minutes, and track follow-up items.
• Help coordinate training sessions, workshops, and professional development activities.
• Foster a positive, inclusive, and collaborative work environment.

Facilities and Technology Coordination

• Oversee the maintenance and organization of office spaces.
• Coordinate with facilities and IT vendors; troubleshoot basic IT issues before escalating.
• Support implementation of office safety protocols and emergency preparedness plans.

Financial, Billing, and File Management Tasks

• Contact clients who need additional retainers or have past-due accounts.

Case and File Administration

• Create new matters and client files (electronic and physical).
• Send retainer agreements and track their return.
• Draft and finalize Notices of Retainer (NORs) and upload to e-filing systems for attorney review.
• Move closed client folders to appropriate storage in accordance with firm policy.
• Maintain accurate and up-to-date records of intake information, case details, and client communications.
• Generate basic intake and conversion reports for firm leadership.

Phones and General Support

• Serve as the primary person on the phone coverage team, providing professional, empathetic client service.
• Support attorneys and staff with other administrative tasks as assigned.

Qualifications

Required

• Previous experience in office management, administrative support, customer service, or client intake.
• Experience in a professional service preferred.
• Excellent verbal and written communication skills.
• Strong active listening skills and empathy.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Comfortable learning and using new software systems.
• Commitment to exceptional client service, professionalism, and confidentiality.
• Ability to handle sensitive situations with tact, diplomacy, and discretion.

Preferred

• Experience in a law firm or legal setting; familiarity with family law is a plus.
• Experience with case management or CRM software.
• Basic knowledge of financial processes such as billing.
• Experience with project coordination or office process improvement.
• Bilingual (Spanish/English) a plus

Work Schedule

• Full-time, onsite position at our Eau Claire office.
• Standard hours: Monday–Thursday 8:30 a.m. to 5:00 p.m., Friday 8:30 a.m. to 2:00 p.m., occasionally working until 5:00 p.m. on Fridays as needed.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Do you have at least 1 year of experience in client intake, customer service, legal admin, medical front desk, or sales support?
• This role requires handling sensitive situations by phone. Share an example of de-escalating a difficult caller and the outcome.
• Are you bilingual in Spanish and English? (Not Required)
• Describe your experience using a customer relationship management or case management system. Which tools have you used?

Ability to Commute:

• Eau Claire, WI 54701 (Required)

Work Location: In person

Salary : $18 - $22