Intake Specialist

Geoff McDonald & Associates; Richmond (VA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

PTO based on tenure

14 paid holidays

Life Insurance

Long Term Disability Insurance

Aflac Plans

401(k) with match

Parental Leave

Job summary

Geoff McDonald & Associates is hiring a Full-Time Intake Specialist for a hybrid role (Richmond office and remote weekend shifts). The role involves handling calls, client intakes, sign-ups, and outreach to prospective clients, with coordination with attorneys.

The ideal candidate communicates well, is highly organized, and can work independently in a fast-paced environment. Bilingual English/Spanish is strongly preferred and the firm offers robust benefits.

Qualifications

• Strong communication, customer service, and phone skills.
• Comfortable guiding conversations with prospective clients.
• Excellent organizational skills and attention to detail.
• Ability to work independently with minimal supervision.
• Familiarity with CRM and intake management systems (e.g., SmartAdvocate).
• Prior intake, call center, customer service, or client-facing experience.
• Ability to collaborate with attorneys and staff in a hybrid environment.
• Bilingual English/Spanish strongly preferred.

Responsibilities

• Proactively contact prospective clients listed in dashboards.
• Answer and manage incoming calls, inquiries, and leads.
• Conduct client intakes and assist with remote retainer processes.
• Coordinate with attorneys when legal review or approval is required.
• Facilitate in-person sign-up opportunities when appropriate.
• Document client interactions and case information accurately.
• Follow intake procedures, workflows, and escalation processes.
• Deliver a professional, compassionate, and efficient client experience.
• Assist with follow-up outreach and lead management as assigned.

Skills

Clear communication

Phone skills

Organizational skills

Attention to detail

Independent work

CRM familiarity

Bilingual English/Spanish

Tools

SmartAdvocate

Job description

Position Type: Full-Time, Hybrid (Richmond office/Hybrid)

Schedule

• Wednesday, Thursday, Friday: 8:30 AM to 5:00 PM - In Office
• Saturday and Sunday: 9:30 AM to 6:00 PM – Remote

Position Overview

Geoff McDonald & Associates is seeking a reliable, professional, and self-motivated Full-Time Intake Specialist to provide exceptional service to prospective clients and referral sources. This hybrid position works in the office Wednesday through Friday and remotely Saturday and Sunday. The Intake Specialist will handle inbound and outbound calls, conduct client intakes, assist with sign-ups, and perform proactive outreach to prospective clients. The ideal candidate is an excellent communicator who thrives in a fast-paced environment, stays organized, and confidently guides prospective clients through the intake process.

Key Responsibilities

• Proactively contact prospective clients listed in our Active Case and New Opportunity dashboards
• Answer and manage incoming calls, inquiries, and leads
• Conduct client intakes and assist with remote retainer/sign-up processes
• Coordinate with attorneys when legal review or approval is required
• Facilitate and coordinate in-person sign-up opportunities when appropriate
• Accurately document client interactions, updates, and case information within firm systems
• Follow established intake procedures, workflows, and escalation processes
• Consistently deliver a professional, compassionate, and efficient client experience
• Assist with follow-up outreach and lead management efforts as assigned

Required Qualifications

• Strong communication, customer service, and phone skills
• Comfortable speaking with prospective clients and guiding conversations
• Excellent organizational skills and attention to detail
• Ability to work independently with minimal supervision
• Comfortable navigating CRM, dashboard, and intake management systems (e.g., SmartAdvocate)
• Prior intake, call center, customer service, or client-facing experience
• Strong problem-solving skills and sound judgment when handling client inquiries
• Ability to remain productive and accountable in a hybrid work environment
• Comfortable communicating with attorneys, case managers, and other legal professionals

Preferred Qualifications

• Prior law firm experience, preferably in Personal Injury or Workers' Compensation
• Bilingual (English/Spanish) strongly preferred

Why This Role Matters

This position plays a direct role in helping the firm capture additional cases, improve conversion rates, and deliver an exceptional client experience to prospective clients. The Intake Specialist is a key contributor to the firm's growth and overall success.

Benefits Include:

• Generous PTO based on tenure (15 days to start, earned bi-weekly)
• 14 paid Holidays Annually, including your Birthday
• Life Insurance
• Long Term Disability Insurance
• Aflac Plans
• 401(k) with match plan
• Maternity / Paternity Leave

**Please note that we are conducting this search internally and are not seeking assistance from recruiters, staffing agencies, or search firms. Direct applicants only, please.**