Intake Specialist

Pusch & Nguyen Law Firm; Houston (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Pusch & Wynne Injury Lawyers is seeking an Intake Specialist in Houston, TX. You will be the first point of contact for potential clients, handling calls, collecting information, and prioritizing leads for conversion to signed clients.

The role emphasizes empathetic communication, attention to detail, and the ability to work independently while collaborating with the intake team and other firm departments. On-site presence in Houston is required.

Qualifications

• High school diploma or GED is preferred; customer service experience is required.
• Experience with personal injury intake is a plus.
• Fluency in English and Spanish is highly desirable for client interaction.

Responsibilities

• Answer inbound calls and inquiries and gather accurate information from leads.
• Evaluate matters based on intake criteria and document summaries for each lead.
• Maintain timely follow-up and convert qualified leads to clients.
• Input data into the CRM and share clear verbal/written summaries across teams.
• Assist with in-person intake interviews and basic receptionist duties as needed.
• Coordinate with medical providers, insurance contacts, and defense counsels as required.

Skills

Bilingual Spanish/English

Excellent communication

Organizational skills

Attention to detail

Independent worker

Time management

Follow-up skills

Empathetic listening

Phone & in-person communication

Computer literacy

CRM data entry

Microsoft Office

Google Sheets

Education

High school diploma or GED

Customer service experience

Personal injury intake experience

Tools

CRM system

Microsoft Office

Google Sheets

Phone handling software

Job description

Intake Specialist

Department: Intake
Reports To: Intake Supervisor/Manager
Employment Type: Full-Time, Non-Exempt
Location: On-Site – Houston, TX

Position Summary

Pusch & Wynne Injury Lawyers is seeking a professional, energetic, and compassionate Intake Specialist to serve as one of the first points of contact for potential clients seeking legal representation.

The Intake Specialist is responsible for answering incoming calls and inquiries, gathering accurate information from potential clients, evaluating matters based on the firm's intake criteria, maintaining consistent follow-up, and helping convert qualified leads into signed clients.

This position requires excellent communication skills, attention to detail, a strong sense of urgency, and the ability to communicate with individuals who may be dealing with difficult or stressful circumstances.

Requirements

Key Responsibilities

• Monitor all inbound marketing lead sources and call potential clients as soon as possible;
• Handle incoming phone calls, empathetically, from prospective clients;
• Collect appropriate information from new leads and provide concise summary both written and verbal;
• Ensure all levels of the firm have a clear verbal and written summary of all calls;
• Input appropriate data into our Customer Relationship Management (CRM) system.
• Answer all other incoming phone calls from medical providers, insurance adjusters, defense counsels, existing clients, etc. and route to the correct recipient within the firm
• Assist new clients with their property damage claims from inception to resolution
• Assist new clients with initial medical treatment
• Confidently explain our contract and all intake documents to new clients
• Follow up with all pending leads via phone call, email, text
• Meet with prospective clients in person to conduct intake interviews
• Assist with receptionist duties on a as needed basis
• Responsibilities are subject to change due to operational changes

Knowledge, Skills & Attributes

• Consistent and punctual attendance.
• Fluent in Spanish and English (written and verbal)
• Strong organizational and communication (verbal and written) skills
• Must be detail-oriented
• Must be able to work independently, within a team and be a self-starter
• Ability to meet or exceed tight deadlines
• Ability to prioritize multiple tasks
• Ability to follow verbal and written instructions
• Ability to maintain confidentiality
• Strong time management skills
• Strong follow up skills
• Strong empathetic listening skills
• Projects confidence on the phone as well as in face to face client meetings
• Enjoys providing the highest level of service to clients
• Very computer savvy and able to learn new software
• Experience with Microsoft Office, Word, and Google sheets

Education & Experience

• High school diploma or general education degree (GED) - Preferred
• Minimum 1 year of customer service experience and customer service skills – Required
• Personal injury intake experience – Preferred