What are the responsibilities and job description for the Client Intake Specialist -- Estate Planning & Probate Law Firm position at Pierce Law Group, PLLC?
Client Intake Specialist — Estate Planning & Probate Law Firm
Location: Durham, North Carolina
Position: Full-time, on-site
Experience Required: 2 years legal experience required
Education: four (4) year college degree
About Pierce Law
Pierce Law serves individuals, families, and business owners throughout North Carolina in estate planning and probate administration. We combine thoughtful legal guidance with attentive service to help clients plan for the future and navigate the responsibilities that follow the loss of a loved one.
About the Role
We are seeking a personable, organized Client Intake Specialist to join our Durham office. As an early point of contact for prospective clients, you will listen to their needs, gather important information, explain how our firm works, and help them take the next steps toward working with us.
This is a non-attorney position focused on client service, communication, and coordination. You will work closely with our attorneys, referring legal questions to the appropriate attorney.
The ideal candidate enjoys meeting people, listens carefully, follows through reliably, and handles sensitive conversations with empathy and professionalism. Experience in customer service, hospitality, sales, office administration, or a legal setting is required.
Key Responsibilities
- Engage prospective clients and respond promptly and professionally to inquiries by phone and email
- Conduct initial intake conversations to gather information about prospective clients’ goals, circumstances, and reasons for contacting the firm.
- Follow firm guidelines to identify potential matters that fit our services and flag questions or concerns for attorney review.
- Explain the firm’s intake process, consultation options, standard fee information, and next steps using firm-approved materials.
- Maintain consistent, thoughtful follow-up with prospective clients and help them complete engagement paperwork.
- Keep accurate, organized intake records and provide a thorough handoff to the attorneys and staff handling each retained matter.
- Follow firm procedures for conflict checks, confidentiality, recordkeeping, and client engagement.
- Recognize questions that require legal advice and connect prospective clients with an attorney.
Qualifications
- Excellent listening, writing, and interpersonal communication skills.
- A warm, professional manner and a strong commitment to client service.
- The ability to discuss sensitive family and financial circumstances with empathy and discretion.
- Strong attention to detail, organization, and follow-through.
- Comfort using email, calendars, office software, and client-management systems, with a willingness to learn new tools.
- The ability to manage multiple inquiries and follow-up tasks while remaining responsive and organized.
- Sound judgment about when to seek guidance or involve an attorney.
- A collaborative approach and a willingness to learn about estate planning, probate administration, and the firm’s services.
Compensation and Benefits
We offer competitive compensation commensurate with skill and experience, along with performance incentives and a generous benefits package. Our collaborative work environment includes professional development and career-growth opportunities for team members who are motivated to strengthen their skills and provide an excellent client experience.