Intake Coordinator

Donshawlaw; Virginia (MN); On-site; USD 30,307 - 35,817; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid time off

Supportive team environment

Job summary

Don Shaw Law, an estate planning and probate firm, seeks an Intake Coordinator to serve as the first point of contact for prospective clients and manage the initial consultation process. You will help convert inquiries into consultations while upholding our reputation for responsive, professional client service.

The role supports the Virginia/DC/Maryland area from our Arlington and Woodbridge offices, with a potential hybrid arrangement after training.

Qualifications

• Minimum of 2 years of customer service or administrative experience
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Proficiency in Microsoft Office Suite and ability to learn case management software quickly
• Professional phone manner and ability to work with diverse clientele, including elderly clients
• Ability to handle sensitive information with discretion and confidentiality

Responsibilities

• Answer inquiries via phone, email, and web forms in a professional and compassionate manner
• Conduct initial screening calls to gather basic client information and legal needs
• Explain our services and consultation process clearly
• Follow up promptly with prospective clients who have inquired but not yet scheduled
• Schedule consultation appointments and coordinate calendars
• Send confirmation emails and reminders to prospective clients
• Ensure intake attorneys have all necessary client information before meetings
• Maintain accurate records in Lawmatics and track prospect status through the intake pipeline
• Generate regular reports on consultation scheduling and conversion metrics
• Work closely with reception and legal assistant staff to ensure smooth handoffs
• Communicate scheduling changes and urgent matters to appropriate team members
• Participate in intake process improvement initiatives

Skills

Customer service

Administrative experience

Verbal communication

Written communication

Organizational skills

Microsoft Office

CRM systems/Lawmatics

Education

High school diploma or equivalent; Associate/Bachelor's preferred

Tools

Lawmatics

Case management software

Job description

As our Intake Coordinator, you will serve as the first point of contact for prospective clients, manage the initial consultation scheduling process, and ensure a seamless experience from inquiry through attorney consultation. This role is crucial in converting inquiries into consultations and maintaining our firm's reputation for responsive, professional client service.

About Don Shaw Law

We are an expanding, niche estate planning firm headquartered in Northern Virginia. We support clients across Virginia, Maryland, West Virginia, and the District of Columbia with tailored estate planning services, and we manage probate matters statewide in Virginia.

Description

About Us

Don Shaw Law is an estate planning and probate firm serving clients across Virginia, DC, Maryland, and West Virginia from two offices in Arlington and Woodbridge. We are a growing practice with an expanding DC probate practice, a structured monthly performance bonus program, and a team culture built on clear SOPs and high standards. We are hiring because our pipeline is growing and we need an experienced professional who can manage it with precision.

Key Responsibilities

Client Communication

• Answer incoming inquiries via phone, email, and web forms in a professional and compassionate manner
• Conduct initial screening calls to gather basic client information and legal needs
• Explain our services and consultation process clearly
• Follow up promptly with prospective clients who have inquired but not yet scheduled

Consultation Management

• Schedule consultation appointments with intake attorneys and coordinate calendars
• Send confirmation emails and reminders to prospective clients
• Ensure intake attorneys have all necessary client information before meetings

Database & Reporting

• Maintain accurate records in Lawmatics case management system
• Update client files and track prospect status through the intake pipeline
• Generate regular reports on consultation scheduling and conversion metrics

Team Coordination

• Work closely with reception and legal assistant staff to ensure smooth handoffs
• Communicate scheduling changes and urgent matters to appropriate team members
• Participate in intake process improvement initiatives

Qualifications

• Previous experience in a law firm or professional services environment
• Minimum of 2 years of customer service or administrative experience
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Proficiency in Microsoft Office Suite and ability to learn case management software quickly
• Professional phone manner and ability to work with diverse clientele, including elderly clients
• Ability to handle sensitive information with discretion and confidentiality
• Self-motivated with ability to manage multiple priorities in a fast-paced environment
• High school diploma or equivalent (Associate's or Bachelor's degree preferred)

Preferred Qualifications

• Familiarity with legal terminology and estate planning concepts
• Experience with Lawmatics or comparable CRM systems
• Spanish language capabilities
• Professional office setting
• Business professional dress code
• Flexible scheduling with some evening hours for client accessibility
• Office-based role with potential for hybrid arrangement after training period

Compensation and Benefits

• $22 to $26 per hour base, depending on experience
• Monthly performance bonus tied to new matter conversion (paid in addition to base)
• Health, dental, and vision insurance
• 401(k) with employer match
• Paid time off
• Supportive team environment

HOW TO APPLY

We take applications seriously and expect applicants to do the same. To be considered, your application must include all three of the following:

• A current resume submitted through the application link.
• A cover letter answering this question: "Describe a specific time you helped a hesitant or reluctant prospect or customer commit to moving forward. What did you do, and what was the outcome?"
• The phrase "PIPELINE READY" at the top of your cover letter.

NOTE TO APPLICANTS

Please do not call the office introducing yourself or asking for an update. As we work our way through the applications, we will contact you if we are interested in learning more about you.