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TYPE OF WORK
Full Time
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SALARY
N/A
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HOURS PER WEEK
40
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DATE UPDATED
Feb 14, 2026
The Client Intake Specialist is the critical "first impression" for prospective clients and plays a vital role in the firm's growth by managing and tracking all potential new clients (PNCs). This role is responsible for ensuring a seamless, compassionate, and efficient process from the initial contact through client retention and scheduling the first consultation. This position requires exceptional organizational skills, attention to detail, and a high level of empathy and professionalism.
Key Responsibilities
Lead Management & Tracking:
Serve as the primary point of contact for all incoming leads (phone,
Rigorously track every lead in the firm’s CRM/case management software (e.g., Clio, MyCase) from inquiry to final disposition.
Ensure all data fields related to the lead source, contact information, and case details are accurate and up-to-date.
Client Screening & Vetting:
Conduct initial screening interviews with PNCs to gather necessary factual information about their legal matter.
Determine if the prospective matter aligns with the firm’s practice areas and current capacity.
Perform conflict checks immediately upon intake and document the results.
Communication & Nurturing:
Manage follow-up campaigns
Clearly and professionally communicate the firm’s scope of services, consultation fees, and required next steps.
Maintain documentation of all communications in the client file.
Scheduling & Conversion:
Efficiently schedule consultations and appointments for attorneys and paralegals.
Prepare and send intake packets, necessary forms, and engagement agreements to prospective clients.
Achieve firm conversion rate goals by consistently following up and moving qualified leads through the pipeline.
Reporting & Analysis:
Generate regular reports on lead volume, lead sources, conversion rates, and pipeline status for firm management.
Identify trends and bottlenecks in the intake process and recommend improvements.
Qualifications
Experience: 2+ years of experience in client intake, sales, customer service, or administrative support, preferably within a law firm or professional services environment.
Technical Skills: Proficiency with CRM or case management software (e.g., Salesforce, Clio, MyCase) and Microsoft Office Suite (Word, Excel). Experience working with data management spreadsheets is a strong plus.
Soft Skills:
Exceptional phone etiquette and professional communication skills (written and verbal).
High degree of empathy and the ability to handle sensitive and confidential information with discretion.
Highly organized and detail-oriented, with the ability to manage multiple priorities simultaneously.
Strong self-starter who can work independently and as part of a team.
