Intake Specialist

Burnetti, P.A.; Lakeland (FL); On-site; USD 32,000 - 46,000; Full time

Job summary

Burnetti, P.A. is seeking an Intake Specialist to be the first point of contact for potential clients during stressful times. The role focuses on listening, building trust, gathering information, and guiding clients through the intake process.

The ideal candidate is compassionate, organized, and comfortable speaking with people on the phone, able to guide conversations and encourage qualified leads to take the next step with our firm. This is a full-time, in-person position in Lakeland, FL.

Qualifications

• Bilingual English and Spanish required.
• 2+ years of call center experience.
• Strong customer service, sales, or persuasive communication skills.
• Ability to build rapport quickly and communicate with compassion.
• Comfortable asking questions and guiding conversations.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple calls and priorities in a fast-paced environment.

Responsibilities

• Answer inbound calls from potential clients seeking legal assistance.
• Create a welcoming, professional, and compassionate first impression of Burnetti, P.A.

Skills

Bilingual EN/ES

Call center experience

Customer service

Persuasive communication

Rapport building

MS Office

Education

High school diploma / GED

Associate degree preferred

Tools

Microsoft Word

Outlook

Job description

Burnetti, P.A. was founded by Doug Burnetti in June 1994 with a singular mission: to fight for justice on behalf of those who have been injured due to the negligence of others. Since its inception, the firm has dedicated its financial resources, legal knowledge, and trial experience to advocating for injured individuals and helping them secure the compensation they deserve.

Unlike many firms, Burnetti, P.A. has never represented insurance companies and never will. Our loyalty has always been, and will remain, with the people and families we serve. We believe that by delivering exceptional legal representation and consistently putting our clients’ best interests first, we can help them achieve the best possible outcome for their case.

No matter how much the firm grows or how successful it becomes, one principle will never change: our clients come first. At Burnetti, P.A., serving our clients with integrity, compassion, and excellence remains the foundation of everything we do.

About the role

As an Intake Specialist, you will often be the first point of contact for potential clients during a difficult and stressful time in their lives . Your role is to listen, build trust, gather important information, and help potential clients understand how our firm may be able to assist them.

The ideal candidate is compassionate, confident, organized, and comfortable speaking with people over the phone. You should enjoy helping others while also being able to guide conversations, overcome hesitation, and encourage qualified potential clients to take the next step with our firm .

What you'll do

• Describe the specific responsibilities and job functions of the role

Qualifications

• Answer inbound calls from potential clients seeking legal assistance.
• Create a welcoming, professional, and compassionate first impression of Burnetti, P.A.
• Ask thoughtful questions and gather detailed information about each potential client’s situation.
• Explain the firm’s intake process and help callers understand the next steps.
• Build rapport and establish trust with potential clients.
• Use strong communication and persuasive skills to help qualified callers feel confident choosing our firm.
• Accurately document caller information and details in our case management system.
• Follow established intake procedures to ensure information is complete and accurate.
• Follow up with potential clients when necessary.
• Work collaboratively with attorneys, intake team members, and other departments.
• Handle sensitive and confidential information professionally.
• Perform additional duties as assigned.Describe the experience and attributes of the ideal candidate

What We're Looking For

• Bilingual in English and Spanish required.
• 2+ years of call center experience required.
• Strong customer service, sales, or persuasive communication skills.
• Ability to build rapport quickly and communicate with compassion.
• Comfortable asking questions and confidently guiding conversations.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple calls and priorities in a fast-paced environment.
• Dependable, professional, and team-oriented.
• Proficiency with Microsoft Office, including Word and Outlook.
• Ability to accurately enter and maintain information in computer systems.

Education & Requirements

• High school diploma or GED required.
• Associate degree preferred, or comparable work experience.
• Valid Florida driver's license required.
• Ability to commute to our Lakeland, Florida office.
• This is a full-time, in-person position.