Intake Representative

Ramos Law; Northglenn (CO); On-site; USD 40,000 - 55,000; Full time

Job summary

Ramos Law is seeking an Intake Representative to support initial client evaluation by conducting intake calls, following scripts, and documenting prospective client information in real time. You will manage leads, prioritize follow-ups, and ensure clear communication with clients while maintaining confidentiality and data accuracy across case management systems.

The role requires strong organization, attention to detail, and the ability to follow established processes, escalate issues, and meet

Qualifications

• High school diploma or equivalent.
• 1+ years in customer service, call center, or similar client-facing roles.
• Clear, professional verbal communication and ability to follow scripts.
• Strong organizational skills and reliability in multi-tasking.
• Attention to detail and accurate documentation.
• Ability to use computer systems to enter information in real time.
• Proficiency with Microsoft applications.
• Bilingual or multilingual communication is a plus.

Responsibilities

• Lead Management & Prioritization – Manage assigned leads per firm guidelines with timely outreach.
• Client Contact & Communication – Serve as initial contact using approved scripts and messaging.
• Intake & Case Evaluation – Conduct intake calls and screen eligibility per criteria.
• Documentation & Systems – Enter intake information in real time in case management systems.
• Escalation & Support – Identify issues and escalate per procedures.
• Performance & Accountability – Meet response time, call volume, and quality targets.

Skills

Verbal communication

Follow scripts

Organization

Attention to detail

Documentation

Microsoft Office

Multilingual

Customer service

Time management

Education

High school diploma or equivalent

Tools

CRM

Case management software

Job description

JOB SUMMARYAs an Intake Representative, you'll conduct lead follow‑up, complete intake calls, and accurately document prospective client information using established processes and scripts, supporting initial case evaluation and timely case progression with guidance.JOB RESPONSIBILITIESLead Management & Prioritization – Manage assigned leads according to firm guidelines; conduct timely outreach and follow‑ups, maintain an organized pending list, and advance or close leads as directed.Client Contact & Communication – Serve as initial contact for prospective clients; communicate professionally and confidentially across approved channels using approved scripts and messaging standards.Intake & Case Evaluation – Conduct intake calls using approved scripts to gather required information and perform initial eligibility screening based on firm‑defined criteria, escalating questions as needed.Documentation & Systems – Enter required intake information in real time within case management and communication systems while maintaining data accuracy.Escalation & Support – Identify intake issues, documentation gaps, or client concerns and escalate them appropriately in accordance with established procedures.Performance & Accountability – Meet baseline performance expectations for response time, call volume, call quality, and conversion rates with regular guidance and adherence to established workflows.REQUIRED QUALIFICATIONSEducation/ExperienceHigh school diploma or equivalent1+ years of experience in customer service, call center, or similar client-facing roles.Knowledge/Skills/AbilitiesClear, professional verbal communication skills and ability to follow scripts and instructions.Strong organization skills with the ability to manage multiple tasks and follow up reliably.Attention to detail and commitment to accurate documentation.Ability to follow established processes and escalate questions or issues appropriately.Reliable, team-oriented, and focused on delivering a positive client experience.Comfort using computer systems to enter information accurately in real time.Proficiency working in Microsoft applications.Bilingual or multilingual communication skills.PREFERRED QUALIFICATIONSFamiliarity with personal injury or similar legal services.Experience handling high-volume inbound or outbound phone calls.Ability to remain calm and professional in time-sensitive or emotionally charged situations.Familiarity with CRM, case management, or other documentation systems.