What are the responsibilities and job description for the Intake Specialist position at Pines Federal?
⭐ About Us
Pines Federal is a boutique federal employment law firm focused on representing federal employees nationwide in EEO matters, OPM Disability Retirement, MSPB appeals, VA civilian cases, Social Security Disability appeals, disciplinary actions, and grievance/arbitration matters.
We’re a high-performance, no-drama, people-first team that believes in doing meaningful work while keeping a sense of humor. We take our mission seriously — but never take ourselves too seriously.
We value:
- Kindness
- Excellence
- Structure
- Professionalism
- Emotional intelligence
- Growth
- Systems over chaos
If you’re looking for a workplace that blends purpose, people, and a positive energy — you’ll love it here.
⭐ About the Role
This is not a receptionist role, and not a legal role.
This is a professional intake client experience pre-sales role, perfect for someone who loves helping people, staying organized, and moving conversations forward with confidence.
You will be the first human connection prospective clients have with our firm. Your job is to:
- Build trust
- Provide clarity
- Pre-qualify prospective clients
- Calm stressed federal employees
- Guide them confidently to the right next step
- Schedule consultations
- Keep the pipeline of prospective clients moving
You should be comfortable discussing fees without providing legal advice or performing sales “closings.” This is a warm, structured, human-centered role.
⭐ Responsibilities
Client Intake & Connection
- Answer inbound calls, emails, and inquiries with warmth and professionalism
- Quickly build rapport with prospective clients
- Help callers feel heard, understood, and supported
Pre-Qualification & Information Gathering
- Ask structured questions to determine fit
- Identify urgency, deadlines, and case type
- Enter detailed notes into our CRM system
Scheduling & Calendar Support
- Schedule consultations for the Managing Attorney
- Maximize show-up rate with reminders and preparation steps
- Keep the consult calendar full, organized, and efficient
Light Sales Support
- Explain services, fees, and next steps (no legal advice)
- Provide clarity and confidence around how our firm helps
- Send intake packets, gather documents, and keep leads warm
Follow-Up
- Call back missed leads
- Re-engage prospects who paused
- Send friendly, structured follow-up messages
- Keep every lead moving forward or properly closed out
Systems & CRM
- Maintain accurate lead statuses
- Track follow-up tasks
- Keep the pipeline organized
- Ensure no loose ends
⭐ Ideal Candidate
You will thrive here if you are someone who is:
- Warm, calm, and kind — especially with stressed callers
- Comfortable discussing fees with confidence
- Organized and detail-oriented
- A strong communicator
- A natural problem-solver
- Able to follow structured processes
- Great at following through
- Tech-savvy (CRM, email, forms, scheduling tools)
- Eager to help people and work with purpose
Bonus points if you have experience in:
- Intake
- Customer service
- Sales support
- Healthcare
- Legal
- Counseling
- Any role where human emotions matter
⭐ Success Metrics (KPIs)
- Answer rate
- Speed to lead
- Number of consults scheduled
- Show-up rate
- Conversion from inquiry → consult
- CRM accuracy
- Follow-up completion
- Client satisfaction
⭐ Compensation
Compensation is based on experience, with performance bonuses tied to consult scheduling, follow-through, and client experience.
This role has a clear growth path into a full Client Engagement Specialist (sales) role for the right candidate.
We offer:
- Robust PTO
- Extensive Big-Firm Benefits
- Training
- A supportive, mission-driven environment
- Opportunities for advancement
⭐ Why You’ll Love Working Here
- You get to help people in meaningful moments
- The team is kind, supportive, and drama-free
- Your work is valued
- Your ideas matter
- You’ll learn and grow
- You’ll work for a firm with heart, humor, and purpose
- Every day has an impact
⭐ How to Apply
Please submit your résumé and a brief note explaining:
- Why this role resonates with you
- What strengths do you bring to a client-facing intake role
- What type of work environment helps you thrive
We look forward to meeting you.