Intake Coordinator

Loker Law, APC; United States; Hybrid; USD 51,000 - 69,000; Full time

Job summary

Loker Law, APC is seeking an Intake Coordinator who serves as the first point of contact for clients, guiding them through the intake process with empathy and professionalism. The role supports attorneys, clients, and staff during initial intake, ensuring a positive initial impression during stressful moments. The position offers remote, hybrid, and in-person options, is located within the Pacific Time Zone, and follows an anticipated schedule of 10 a.m.

to 7 p.m. PST.

Qualifications

• Experience in a client-facing or customer service role, ideally within the legal industry.
• Strong organizational, time management, communication, and interpersonal skills with a positive customer service-oriented attitude.
• Excellent telephone etiquette and professional, accurate written communication.
• Proficiency in Microsoft Word, Excel, and Google Workspace; experience with Lead Docket is a plus.
• Ability to empathize and a strong desire to help those in need.
• Ability to maintain confidentiality and exercise discretion with sensitive information.
• Ability to remain calm, courteous, and solution-focused with distressed or dissatisfied callers.
• Ability to work independently while functioning as a key member of a team.
• High school diploma or equivalent required; bilingual (English/Spanish) a plus.
• Remote, Hybrid, and In-person work options will be considered.
• Must be located in the Pacific Time Zone.
• Anticipated Schedule: 10 am-7 pm PST.

Responsibilities

• Welcome potential clients with warmth and professionalism, ensuring their first impression of our firm is positive and lasting.
• Receive inquiries from potential new clients via phone, email, website referrals, or other referral channels.
• Contact potential new clients via phone, email, or text to gather information about their situation.
• Guide new clients through the intake process, providing clear, concise information to help them understand our services.
• Listen actively to clients' needs and concerns, demonstrating empathy and understanding in every interaction.
• Follow up with potential new clients to collect and accurately record client information and documents in the firm’s CMS.
• Collect and organize the documents needed to evaluate a claim; prepare and circulate retainer agreements, obtain signatures, and confirm execution.
• Collaborate with attorneys and staff to ensure a seamless transition from intake to case management.
• Maintain regular communication with clients throughout the intake process, providing updates and addressing any questions or concerns.
• Respond promptly to client inquiries, demonstrating a sense of urgency and commitment to client satisfaction.
• Identify and address any potential issues during the intake process, proactively finding solutions to enhance the client experience.

Skills

Client-facing

Organizational skills

Phone etiquette

Written communication

Empathy

Confidentiality

Independent worker

Bilingual English/Spanish

Communication skills

Availability (schedule)

Time zone requirement

Education

High school diploma or equivalent

Tools

Lead Docket

Microsoft Word

Excel

Google Workspace

Job description

Remote, Hybrid, and In-person work options will be considered.

Must be located in the Pacific Time Zone.

Anticipated Schedule: 10 a.m.- 7 p.m. PST

The Intake Coordinator serves as the first point of contact for clients and is, in most cases, the first impression a potential new client will ever have of the firm. The Intake Coordinator guides potential new clients through the intake phase, delivers an exceptional client service experience at every point of contact, and supports attorneys, clients, and staff during the initial intake phase. Because prospective clients frequently reach out during a stressful, confusing, or urgent moment in their lives, this role requires consistent patience, empathy, professionalism, discretion, and a sense of urgency. The quality of the client experience delivered by the Intake Coordinator directly affects whether a potential new client retains the firm, refers others to the firm, and trusts the firm with their matter.

Compensation: $60,000 yearly

Qualifications

• Experience in a client-facing or customer service role, ideally within the legal industry.
• Strong organizational, time management, communication, and interpersonal skills with a positive customer service-oriented attitude.
• Excellent telephone etiquette and professional, accurate written communication.
• Proficiency in Microsoft Word, Excel, and Google Workspace; experience with Lead Docket is a plus.
• Ability to empathize and a strong desire to help those in need.
• Ability to maintain confidentiality and exercise discretion with sensitive information.
• Ability to remain calm, courteous, and solution-focused with distressed or dissatisfied callers.
• Ability to work independently while functioning as a key member of a team.
• High school diploma or equivalent required; bilingual (English/Spanish) a plus.
• Remote, Hybrid, and In-person work options will be considered.
• Must be located in the Pacific Time Zone.
• Anticipated Schedule: 10 am-7 pm PST

Responsibilities

• Welcome potential clients with warmth and professionalism, ensuring their first impression of our firm is positive and lasting.
• Receive inquiries from potential new clients via phone, email, website referrals, or other referral channels.
• Contact potential new clients via phone, email, or text to gather information about their situation.
• Guide new clients through the intake process, providing clear, concise information to help them understand our services.
• Listen actively to clients' needs and concerns, demonstrating empathy and understanding in every interaction.
• Follow up with potential new clients to collect and accurately record client information and documents (including personal details, case specifics, and other relevant data) in the firm’s CMS.
• Collect and organize the documents needed to evaluate a claim; prepare and circulate retainer agreements, obtain signatures, and confirm execution.
• Collaborate with attorneys and staff to ensure a seamless transition from intake to case management.
• Maintain regular communication with clients throughout the intake process, providing updates and addressing any questions or concerns.
• Respond promptly to client inquiries, demonstrating a sense of urgency and commitment to client satisfaction.
• Identify and address any potential issues during the intake process, proactively finding solutions to enhance the client experience.