Client Intake & Engagement Specialist — In-Office Growth

Cornerstone Practice Management LLC; Annapolis (MD); On-site; USD 42,000 - 50,000; Full time

Benefits offered by this job

Health insurance

PTO

401K

Breakfast/Lunch provided daily

Job summary

Frost Law in Annapolis, MD seeks a motivated Intake & Customer Service Associate to handle high-volume calls, schedule intakes, and manage client information. You will document interactions, verify data, and coordinate with attorneys to connect clients with the right specialists.

In-office role with daytime to evening shifts; strong communication and organization are essential. Training provided; growth opportunities within a busy, client-focused law firm.

Qualifications

• 2+ years customer service experience, preferably on the phone or in a call center.
• Google Workspace, HubSpot, or Clio experience is a plus.

Responsibilities

• Lead Interaction: Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us. Complete scheduled intake appointments with Prospective Clients to collect necessary information.
• Case Assessment: Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
• Follow‑up with callers in a consistent and respectful manner.
• Conflict Check Protocols.
• Documentation and Record Keeping: Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
• Putting callers in contact with attorneys who best meet their needs.
• Respond promptly to all customer inquiries.
• Engage with customers and be positive and professional.
• Training: Participate in continuous guided and self‑directed training to stay updated on procedures, terminology, and best practices for client interaction.
• Outstanding interpersonal, communication, organizational, and problem‑solving skills.
• Professional call center/scheduling experience a plus.

Skills

Customer service

Call center

Empathy

Documentation

Communication

Tools

Google Workspace

HubSpot

Clio

Job description

Frost Law in Annapolis, MD seeks a motivated Intake & Customer Service Associate to handle high-volume calls, schedule intakes, and manage client information. You will document interactions, verify data, and coordinate with attorneys to connect clients with the right specialists.

In-office role with daytime to evening shifts; strong communication and organization are essential. Training provided; growth opportunities within a busy, client-focused law firm.