What are the responsibilities and job description for the Intake/Leads Specialist position at The Firm Exp?
We are seeking a dedicated and compassionate Legal Intake Specialist [English/Spanish – Bilingual] to serve as the first point of contact for potential clients. This role is critical in delivering excellent customer service and ensuring that potential cases are accurately evaluated and efficiently processed.
The ideal candidate will possess outstanding communication skills, a strong understanding of the intake process, and a genuine passion for helping others during challenging times.
1. Inbound Call Management
Professionally handle incoming calls from individuals involved in auto accidents.
Gather essential information regarding the accident and potential legal needs.
Demonstrate empathy, patience, and professionalism with every interaction.
2. Client Interaction
Clearly explain legal processes and firm services to clients.
Answer client questions and provide helpful guidance.
Collect and document critical case details to support attorney evaluations.
3. Multi-Tasking
Manage multiple priorities in a fast-paced environment.
Navigate and update electronic systems while actively engaging with clients.
Address urgent client needs promptly and effectively.
4. Document Management
Maintain accurate and confidential client records in compliance with legal standards.
Organize, update, and ensure accessibility of client information for the legal team.
Utilize Excel and other tools to manage and track client data.
5. Administrative Support
Provide administrative assistance to attorneys and legal staff as needed.
Collaborate closely with the legal team to support smooth case progression.
Assist with preparing and organizing legal documents.
Language: Fluency in both English and Spanish required.
Education: High school diploma or equivalent required; some college coursework preferred.
Experience: Prior experience in a legal, customer service, or intake role preferred.
Communication: Excellent verbal and written communication with a client-focused approach.
Organization: Strong organizational and time-management skills; ability to multitask.
Technical Skills: Proficiency in Microsoft Office Suite; familiarity with case management software is a plus.
Empathy: Compassionate demeanor and a genuine desire to assist clients in times of need.
