Intake Specialist

The Nice Law Firm, LLP; Knox (IN); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Dental and Vision Insurance

401(k)

Life & Disability Coverage

Paid Holidays

Vacation

Personal Time Off

Job summary

The Nice Law Firm, LLP in Knox, Indiana is seeking an Intake Specialist to become the first point of contact for prospective clients. You will manage approximately 25-30 inbound calls daily, triage callers to the right attorneys, and schedule consultations using third-party tools.

You’ll document complex cases in Lead Docket and coordinate with Filevine to ensure smooth follow-through. Housed in a growing Knox office, this on-site role offers a strong team environment, Eastern Time scheduling,

Qualifications

• Approximately 2-3 years of experience in a client-facing role involving inbound calls, information gathering, customer service, intake, or similar responsibilities.
• Previous legal or medical intake experience is preferred but not required.
• Strong verbal and written skills, with a focus on professional grammar and email etiquette.
• Confident and personable on the phone, with the ability to quickly build rapport and listen carefully.

Responsibilities

• Serve as the first point of contact, managing inbound calls from Indiana.
• Triage and direct callers to appropriate attorneys based on territory and needs.
• Efficiently schedule consultations using third-party tools and keep calendars up to date.
• Handle objections and communicate value to secure family law consultations.
• Document and summarize client information in Lead Docket; coordinate with Filevine.
• Provide professional coverage at the Knox office and welcome walk-ins.

Skills

Client-Facing Experience

Communication Skills

Phone Presence

Independent Work

Growth Mindset

Tech Proficiency

Tools

Lead Docket

Filevine

Microsoft Teams

Job description

Are you ready to be the welcoming face and voice of a pioneering law firm?

Do you excel in connecting people with the legal expertise they need while working independently?

Can you handle high call volumes with grace and ensure potential clients feel valued and heard?

Are you driven to make a meaningful impact in an underserved community?

Final question: When faced with a challenge, do you get excited or run away?

The Nice Law Firm, LLP, established in 1992, is one of Indiana’s most respected law firms. For more than 30 years, we have helped individuals and small businesses resolve legal challenges with a commitment to personalized service, kindness, trust, and respect. Our diverse practice areas include business law, criminal law, estate planning, family law, personal injury, and more.

With offices across Indiana, we are committed to expanding access to legal services, including in rural communities where local legal resources may be limited. Our new Knox office continues that mission by establishing a local presence in an underserved community. Across our locations, our team is committed to providing professional, compassionate service and embodying the NICE philosophy that sets our firm apart.

As the Intake Specialist for The Nice Law Firm's new office in Knox, Indiana, you will play a crucial role in expanding our reach and enhancing our service delivery in underserved areas. This position exists to streamline our client intake process, ensuring that each prospective client is appropriately matched with the legal expertise they need. Your work will directly influence the firm's ability to manage an increasing call volume and maintain the high standard of service our clients expect. By connecting clients with the right attorneys, you will be pivotal in helping them navigate their legal challenges effectively.

How We Work

At The Nice Law Firm, we believe in The Power of Nice Law - resolving issues through respectful dialogue, honest communication, and professionalism while remaining client-focused and results-driven.

Our core values guide how we work every day:

• Integrity: Keep our word and the promises we make.
• No Shortcuts: Take a long-term approach to short-term challenges.
• Ownership: Lead from where you are and take responsibility for your role.
• Planning: Develop a plan, communicate it, and execute effectively.
• Professionalism: Show up as your best self every day.
• Team First: Put the good of the team and firm ahead of ego or personal agenda.
• Timeliness: Act, advise, research, respond, and follow through on time or early.

What you’ll do:

• Primary Contact: Serve as the first point of contact, managing approximately 25-30 inbound calls daily from across Indiana.
• Triage and Matchmaking: Use critical thinking to direct callers based on territory and legal needs to appropriate attorneys.
• Consultation Scheduling: Efficiently schedule consultations using third-party tools, ensuring calendars are up-to-date.
• Handle Objections: Secure family law consultations by effectively communicating the value and handling fee-related objections.
• Documentation & Follow-Through: Accurately capture and summarize client information, including complex factual situations, in Lead Docket and coordinate with Filevine as appropriate. Maintain strong follow-up and follow-through so that inquiries, appointments, and next steps do not fall through the cracks.
• Office Presence: Provide professional coverage at the Knox office, maintaining a welcoming environment for walk-ins.
• Virtual Collaboration: Communicate with the broader team using Microsoft Teams, ensuring seamless integration and support.
• Client Experience: Provide a professional, empathetic, and welcoming experience for prospective clients, including those who may be navigating difficult or stressful circumstances. Listen analytically, ask thoughtful questions, gather relevant facts, and communicate clearly while representing the firm with integrity and professionalism.

What we’re looking for:

• Client-Facing Experience: Approximately 2-3 years of experience in a client-facing role involving inbound calls, information gathering, customer service, intake, or similar responsibilities. Previous legal or medical intake experience is preferred but not required.
• Communication Skills: Strong verbal and written skills, with a focus on professional grammar and email etiquette.
• Phone Presence: Confident and personable on the phone, with the ability to quickly build rapport, listen carefully, ask effective questions, communicate with empathy, and set a professional tone for each client interaction.
• Independent Work: Proven ability to work autonomously, stay organized, and effectively problem-solve.
• Growth Mindset: Curious, ambitious, eager to learn, and motivated to build a long-term career with the Firm.
• Tech Proficiency: Comfort with Microsoft Office and learning new systems like Lead Docket and Filevine.
• Sales Skills (Preferred): Inbound sales or objection-handling experience is a plus, particularly experience communicating value and confidently addressing client or customer concerns.
• Values & Cultural Fit: Positive, professional, dependable, and team-oriented. Demonstrates integrity, personal ownership, strong follow-through, respect for others, and a willingness to do things the right way rather than taking shortcuts.
• Work Location: This position is ultimately full-time and on-site in our Knox, Indiana office. While renovations are underway, the selected candidate may work remotely full-time. Once the Knox office is ready, regular in-office attendance will be required.
• Schedule: Standard hours are 8:30 AM-5:00 PM Eastern Time. Because Knox operates on Central Time, candidates must be comfortable working according to the firm’s Eastern Time schedule. Some flexibility may be considered based on operational needs.

Why you should work here:

• Autonomous Role: Take ownership of your day-to-day responsibilities as the first team member regularly based in our new Knox office, while remaining connected to and supported by the broader firm.
• Community Impact: Help expand access to legal services in a rural area lacking sufficient legal support.
• Supportive Culture: Join a warm, collaborative organization with a positive, team-based environment across Indiana.
• Professional Growth: Benefit from opportunities to learn and grow within the firm, potentially advancing into other roles.
• Compensation: $40,000-$50,000 annually, depending on experience and qualifications.
• Win/Win Compensation Incentive Plan: After six months of employment, employees become eligible to participate in the Firm’s performance-based incentive program, which includes Firm-level and individual performance components.
• Dental and Vision Insurance: Available for employees seeking these health benefits.
• 401(k): After one year of employment, employees are eligible for the Firm’s 401(k) plan. The Firm contributes 3% of the employee’s income regardless of whether the employee makes a personal contribution.
• Life & Disability Coverage: Employees may elect voluntary life and disability coverage. The Firm also provides employees with a $15,000 life insurance policy at no cost to the employee.
• Medical Insurance: Please note that the Firm does not currently offer medical insurance.
• Paid Holidays: Employees become eligible for paid holidays after six months of employment, in accordance with Firm policy.
• Vacation: After the 90-day probationary period, employees in their first year begin accruing one vacation day for each 90-day period worked, up to three days. Employees with 1-3 years of service receive 5 vacation days per calendar year, increasing with tenure. Paid vacation may be taken after six months of full-time employment.
• Personal Time Off: Employees receive 3 paid PTO days per calendar year after six months of full-time employment. PTO must be used within the applicable calendar year and does not carry over.

This role is an opportunity to become an important first point of contact for people seeking legal help while helping The Nice Law Firm expand access to legal services in the Knox community. If you are client focused, results driven, highly organized, and committed to treating people with kindness, professionalism, and respect while taking ownership of getting the job done, we encourage you to apply.