Intake Specialist

Modern Family Law; New York (NY); Hybrid; USD 55,000 - 70,000; Full time

Job summary

Modern Family Law is expanding its intake team in a predominantly remote role. You will welcome potential clients, guide them through initial interactions, and manage client records in the CRM with precision.

This position requires strong communication, empathy, and collaboration across departments to ensure a seamless intake experience. The role supports coordination with attorneys and staff, handling inquiries across email, chat, and phone while ensuring clear timelines and excellent client

Qualifications

• Experience in intake or front-desk roles.
• Excellent verbal and written communication skills.
• Proficient with CRM systems and data entry.
• Ability to manage multiple tasks with attention to detail.
• Strong client-service orientation.

Responsibilities

• Monitor inquiries across email, chat, and web forms and set expectations.
• Conduct conflict checks to ensure policy compliance.
• Answer calls with empathy and route to appropriate team members.
• Update and maintain client records in the CRM accurately and timely.
• Handle fee agreements and credit card authorizations; process retainer payments.
• Schedule meetings and initial consultations for attorneys, coordinating with clients and calendars.
• Follow up with potential clients via phone, email, or chat to encourage engagement.
• Track follow-up activities in the CRM to maintain complete records.
• Identify high-priority leads and escalate to attorneys or senior intake team.
• Participate in weekly intake meetings and contribute to process improvements.
• Collaborate with marketing, IT, and sales to ensure smooth client experiences.

Skills

Client communication

CRM proficiency

Conflict checks

Scheduling

Record keeping

Phone & email support

Team collaboration

Tools

CRM systems

MS Office

Job description

Required Modern Family Law Remote Position Modern Family Law, a rapidly expanding law firm specializing in Family Law, is thrilled to expand our talented team in Texas. This is primarily a remote position; however, you may be required to attend occasional in-office meetings as requested. Committed to excellence, we deliver exceptional legal services to our clients while nurturing a supportive and collaborative work environment. If you are a dedicated professional seeking a dynamic and rewarding career in client services, this is your opportunity to shine with a leading firm. As a key member of our intake department, you will play a critical role in welcoming potential clients and guiding them through their initial interactions with the firm. Your ability to communicate clearly and empathetically, manage client records with precision, and collaborate with other departments will ensure a positive and seamless intake experience. Primary Duties:

Primary Duties

• Monitor and respond promptly to inquiries across email, chat, and web forms, providing potential clients with information about the firm's services and setting expectations for the intake process.
• Conduct conflict checks to ensure compliance with firm policies.
• Answer incoming calls with professionalism and empathy, transferring calls to the appropriate team members, and handling voicemails and follow-ups as needed.
• Manage and update client records in the CRM, ensuring accuracy and timeliness in data entry.
• Distribute, collect, and process fee agreements and credit card authorizations, entering details into the system with precision and facilitating retainer fee transactions.
• Schedule meetings and initial consultations for attorneys, coordinating with both clients and firm calendars.
• Follow up with potential clients via phone, email, or chat to address questions, encourage engagement, and guide them through the next steps.
• Track and log follow-up activities to maintain a complete record in the CRM.
• Identify high priority leads and escalation them to attorneys or senior intake team members as necessary.
• Actively participate in weekly intake meetings and contribute to continuous improvement efforts within the intake department.
• Collaborate with other departments, including marketing, IT, and sales, to ensure smooth client experiences.