Intake Representative

IJUSTGOTHIT.COM - The Godsey Law Firm; Addison (TX); On-site; USD 32,000 - 44,000; Full time

Job summary

The Godsey Law Firm is seeking exceptional communicators for our Intake Department. Intake Representatives are often the first point of contact for prospective clients seeking information about potential representation.

This role emphasizes listening, information gathering, clarity, trust-building, and guiding qualified leads through the intake and engagement process. We value emotional intelligence, resilience, and the ability to navigate objections while maintaining professionalism.

Qualifications

• Experience communicating with people during stressful, emotional, urgent, or high-stakes situations.
• Ability to listen, ask thoughtful questions, and build trust with prospective clients.
• Strong judgment, emotional intelligence, and resilience in high-volume calls.

Responsibilities

• Handle a high volume of inbound and outbound telephone communications involving prospective clients seeking legal representation.
• Speak professionally and compassionately with individuals in stress or heightened emotions.
• Establish rapport and trust quickly over the telephone.
• Listen actively and ask structured questions to obtain relevant information.
• Identify the concern behind a caller's hesitation or objection beyond scripted responses.
• Maintain control of conversations while ensuring callers feel heard and respected.
• Explain the Firm's intake process and next steps clearly and accurately.
• Address questions and concerns within training and escalate when appropriate.
• Help qualified prospective clients decide whether to move forward with the Firm.
• Guide clients through the engagement and electronic contract process if they choose the Firm.
• Conduct timely follow-up with prospective clients per Firm procedures.
• Document conversations, lead information, follow-up activity, and outcomes.
• Work across multiple technology platforms while communicating with callers.
• Meet standards for call quality, responsiveness, and qualified-lead conversion.
• Follow Firm policies, confidentiality, ethics, and rules for communications with prospective clients.
• Intake Representatives do not provide legal advice or guarantee case outcomes.

Skills

Emotional intelligence

Active listening

Empathy

Call control

Resilience

Job description

You know how to take control of a difficult conversation without making the person on the other end feel controlled.

You stay calm when someone else is overwhelmed.

You hear the hesitation behind the words.

You know when to listen, when to ask another question, when to provide reassurance, and when it's time to confidently guide someone toward a decision.

If that describes you, your background may be exactly what we're looking for—even if you've never worked in a law firm.

THE ROLE

The Godsey Law Firm is a personal injury law firm seeking exceptional communicators to join our Intake Department.

Our Intake Representatives are often among the first people prospective clients speak with when they contact our Firm seeking information about potential representation.

These conversations matter.

A caller may have just been involved in an accident. They may be dealing with an injury, transportation problems, insurance questions, missed work, uncertainty about what happens next, or simply trying to determine whether they need an attorney.

Your responsibility is to listen, gather information, create clarity, build trust, explain our intake process accurately, address questions and concerns, and help qualified prospective clients make an informed decision about whether to move forward with our Firm.

This is not simply a customer service position.

It requires a rare combination of emotional intelligence, empathy, confidence, active listening, critical thinking, call control, resilience, and the ability to navigate objections and move conversations forward.

YOU MAY BE A GREAT FIT IF...

You have experience communicating with people during stressful, emotional, urgent, or high-stakes situations.

We are particularly interested in transferable experience from environments such as:

• 911 or emergency communications/dispatch
• Emergency or crisis response
• Healthcare or patient intake
• Hospital or emergency department registration
• Insurance claims or claims intake
• Roadside or emergency assistance
• Behavioral health or crisis-line intake
• High-volume contact centers
• Other telephone-intensive environments requiring de-escalation, persuasion, judgment, or call control

Legal experience is not required.

We can teach you our systems, processes, and personal injury intake procedures.

We're looking for communication skills, judgment, emotional intelligence, resilience, and the ability to connect with people—qualities that are much harder to teach.

WHAT YOU'LL DO

As an Intake Representative, you will:

• Handle a high volume of inbound and outbound telephone communications involving prospective clients who have contacted, been referred to, or otherwise engaged with the Firm regarding potential legal representation.
• Speak professionally and compassionately with individuals who may be experiencing stress, frustration, uncertainty, or heightened emotions.
• Establish rapport and trust quickly over the telephone.
• Listen actively and ask thoughtful, structured questions to obtain relevant information.
• Identify the concern behind a caller's hesitation or objection rather than simply relying on scripted responses.
• Maintain appropriate control and direction of conversations while ensuring callers feel heard and respected.
• Clearly and accurately explain the Firm's intake process and next steps.
• Address prospective-client questions and concerns within the scope of your training and **escalate** matters when appropriate.
• Help qualified prospective clients make informed decisions regarding moving forward with the Firm.
• Confidently guide prospective clients who choose the Firm through the engagement and electronic contract process.
• Conduct timely follow-up with prospective clients as appropriate and in accordance with Firm procedures.
• Accurately document conversations, lead information, follow-up activity, and outcomes.
• Work across multiple technology platforms while actively communicating with callers.
• Meet established standards for call quality, responsiveness, documentation, follow-up, productivity, and qualified-lead conversion.
• Follow all Firm policies, procedures, confidentiality requirements, ethical requirements, and applicable rules governing communications with prospective clients.

Intake Representatives do not provide legal advice or guarantee or predict the outcome or value of any potential case.

WHAT WE'RE LOOKING FOR

You recognize tone, hesitation, frustration, uncertainty, and other conversational cues and adjust your communication appropriately.

Genuine Empathy

You can make someone feel heard without losing focus on the purpose of the conversation.

Call Control

You can professionally redirect an emotional, resistant, highly talkative, or unfocused caller while maintaining rapport.

You don't simply wait for your turn to speak. You process what the person is telling you and use that information to determine what to ask or explain next.

Objection Navigation

When someone hesitates, you don't automatically push harder. You ask the right questions, identify the underlying concern, provide appropriate information, and help move the conversation toward resolution.

Confidence

You are comfortable asking for a decision after you've earned the right to do so.

Composure

You remain professional and effective when conversations become challenging.

Resilience

One difficult conversation doesn't affect your ability to deliver an exceptional experience on the next call.

You are comfortable learning and simultaneously navigating multiple computer systems while communicating by telephone.

Results Orientation

You understand that providing an excellent prospective-client experience and achieving results can—and should—and happen together.

BILINGUAL SKILLS

Bilingual English/Spanish communication skills are a plus, but are not required for this position.

Candidates are not required to be bilingual to be considered.

SCHEDULE & AVAILABILITY

Open availability is required for this position.

The Intake Department supports prospective-client communications across multiple shifts and days of the week. Candidates must be available to work mornings, afternoons, evenings/nights, and any day of the week, including weekends, based on business and staffing needs.

Current scheduling practices may include rotating schedules. The Firm may also assign employees to designated shifts based on operational needs.

A particular shift, schedule, day off, or permanent schedule is not guaranteed. Work schedules and shift assignments may be established or changed based on the operational and staffing needs of the Intake Department.

Candidates should apply only if they are able to maintain the scheduling flexibility required for the position.

ESSENTIAL FUNCTIONS

The Intake Representative position is fundamentally a telephone- and computer-based position. The following are essential functions of the job and must be performed with or without reasonable accommodation:

• Regularly and consistently handle telephone communications throughout the scheduled workday.
• Manage consecutive inbound and outbound calls as required by call volume and operational needs.
• Communicate clearly and effectively by telephone with prospective clients and others.
• Listen to, comprehend, process, and respond to information during live conversations.
• Maintain appropriate attention and concentration during telephone communications.
• Simultaneously communicate with callers, gather information, review information, enter data, and navigate Firm systems.
• Operate a computer and related office technology throughout the scheduled workday.
• Regularly use a keyboard, mouse, telephone/headset, and other standard office equipment.
• Continuously access and navigate electronic information necessary to perform intake responsibilities.
• Accurately enter, retrieve, review, and document information electronically.
• Perform real-time or timely documentation of prospective-client communications and outcomes.
• Exercise sound judgment, active listening, problem-solving, call control, and appropriate escalation during telephone interactions.
• Professionally communicate with individuals who may be emotional, distressed, frustrated, confused, skeptical, or resistant.
• Maintain confidentiality and appropriately handle sensitive information.
• Consistently perform assigned intake, follow-up, documentation, and prospective-client communication responsibilities within established timeframes.
• Maintain reliable attendance and availability sufficient to perform assigned responsibilities and provide scheduled Intake Department coverage.

PHYSICAL AND WORK ENVIRONMENT

This is primarily a sedentary, telephone- and computer-intensive office position.

The position generally involves:

• Performing work from an assigned workstation for the substantial majority of the workday.
• Sitting for prolonged periods while performing telephone and computer-based responsibilities.
• Frequent and repetitive use of a computer keyboard and mouse.
• Frequent use of telephone/headset equipment.
• Viewing and processing information displayed on computer monitors throughout the workday.
• Frequent switching between computer applications and electronic systems.
• Simultaneously using telephone and computer technology.
• Working in an environment where telephone communications occur throughout the scheduled workday.

The physical and work-environment requirements described above represent the manner in which the essential functions of this position are ordinarily performed. Qualified individuals must be able to perform the essential functions of the position with or without reasonable accommodation.

WHY INTAKE MATTERS

Intake isn't simply about answering a telephone.

It is where someone searching for help first experiences The Godsey Law Firm.

The way you listen matters.

The questions you ask matter.

The trust you build matters.

And your ability to help someone move from uncertainty to an informed decision matters.

If you're exceptional at connecting with people, controlling complex telephone conversations, navigating resistance, and turning uncertainty into action, we want to hear from you.

EQUAL EMPLOYMENT OPPORTUNITY

The Godsey Law Firm provides equal employment opportunities to qualified applicants and employees and does not discriminate on the basis of any characteristic protected by applicable federal, state, or local law.

Reasonable accommodations are available to qualified individuals with disabilities in accordance with applicable law. Applicants who require a reasonable accommodation to participate in the application or selection process may request one through the Firm's Human Resources Department.

The Godsey Law Firm reserves the right to modify job duties, schedules, and assignments based on business needs, consistent with applicable law.