Intake Specialist

ADP, Inc.; Southfield (MI); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Training and development opportunities

Career growth

Team-oriented workplace

Job summary

Buckfire Law in Southfield, MI seeks an Intake Specialist to create a welcoming, professional, and compassionate first impression while gathering essential information and managing incoming leads.

The ideal candidate is a strong communicator, highly organized, responsive, and comfortable in a fast-paced environment, delivering timely follow-up and clear guidance on the intake process to help potential clients understand next steps.

Qualifications

• Excellent verbal and written communication required.
• Professional, compassionate, and confident communication style.
• Strong organizational and time-management abilities.
• Ability to manage multiple leads and priorities.
• Attention to detail and accuracy in data entry.
• Comfort with phone, email, and text communications.
• Willingness to learn new technology and processes.
• Previous intake or customer service experience a plus.
• Experience with Captorra, Neos, or legal CRM is preferred.

Responsibilities

• Serve as a professional first point of contact for potential clients.
• Answer intake calls and respond to leads via phone, email, and SMS.
• Gather accurate information about clients' situations.
• Explain the intake process and next steps.
• Provide timely follow-up on active leads per standards.
• Document communications accurately in firm systems.
• Support intake manager, attorneys, and team for smooth handoffs.
• Identify opportunities to improve intake efficiency.

Skills

Verbal communication

Written communication

Organizational skills

Time management

Multitasking

Attention to detail

Phone & email

Tools

Captorra

Neos

CRM systems

Job description

Build Your Career. Make an Impact. Grow With Us.

Location: Southfield, MI
Job Type: Full-time

About Buckfire Law

At Buckfire Law, our people are at the center of the work we do. We are a personal injury law firm dedicated to helping people during some of the most difficult moments of their lives.

Our culture is built around our Core Values: Teamwork, Professionalism, Compassion, Integrity, Accountability, and Smart.

We believe every interaction matters, especially the first one. Our Intake Team plays an important role in creating a positive experience for potential clients from the moment they contact our firm.

About the Role

The Intake Specialist is often the first person a potential client speaks with when contacting Buckfire Law. This role is responsible for creating a welcoming, professional, and compassionate first impression while gathering important information, managing incoming leads, and helping potential clients understand the next steps in the intake process.

The ideal candidate is a strong communicator who is organized, responsive, comfortable working in a fast-paced environment, and genuinely enjoys helping people.

This position requires a balance of compassion and efficiency. You will be expected to listen carefully, communicate clearly, follow established processes, and ensure every lead receives timely and consistent follow-up.

What You'll Do

Client Communication & Intake

Serve as a professional and compassionate first point of contact for potential clients.

Answer incoming intake calls and respond to leads generated through phone, email, online inquiries, and SMS.

Listen carefully to potential clients and gather accurate information regarding their situation.

Explain the intake process and help potential clients understand next steps.

Provide timely follow-up on active leads according to established department standards.

Maintain professionalism and empathy when communicating with individuals who may be dealing with difficult or stressful circumstances.

Lead Management & Follow-Up

Manage assigned leads from initial contact through the intake process.

Follow established timelines for lead follow-up and client communication.

Track the status of potential cases and ensure required follow-up is completed.

Assist potential clients with completing intake documents and information packets.

Document all communications and activity accurately within firm systems.

Refer matters outside the firm's practice areas to appropriate referral partners when applicable.

Documentation & Technology

Enter and maintain accurate client and lead information in Captorra, Neos, and other firm systems.

Send client information packets electronically or by mail and monitor their completion.

Maintain organized, complete, and accurate records throughout the intake process.

Use technology and established workflows to improve responsiveness and efficiency.

Work closely with the Intake Manager, attorneys, and other team members to ensure a smooth transition for new clients.

Participate in department meetings, training, and coaching.

Communicate trends, concerns, and potential process improvements to the Intake Manager.

Look for opportunities to make the intake experience more efficient without sacrificing personal service.

Support teammates during high-volume periods and contribute to department goals.

How Success Is Measured

The Intake Specialist is expected to meet established department and individual performance expectations, which may include:

Response time to incoming leads.

Timeliness and consistency of follow-up.

Accuracy and completeness of intake information.

Lead and case conversion metrics.

Completion of assigned follow-up activities.

Quality of client communication.

Compliance with established intake procedures.

Contribution to department and firm goals.

Performance expectations and KPIs will be established and reviewed by the Intake Manager and firm leadership.

What We're Looking For

Strong verbal and written communication skills.

Professional, compassionate, and confident communication style.

Strong organizational and time-management skills.

Ability to manage multiple leads and competing priorities.

Excellent attention to detail and accuracy.

Comfortable communicating by phone, email, and text.

Ability to remain calm and professional during sensitive or emotional conversations.

Strong follow-through and personal accountability.

Ability to work independently while also contributing to a team.

Comfortable receiving coaching and feedback.

Goal-oriented and motivated by measurable results.

Strong computer skills and willingness to learn new technology.

Experience with Captorra, Neos, CRM systems, or legal case-management software is preferred but not required.

Previous experience in intake, customer service, call centers, sales, legal services, healthcare, or another client-facing environment is a plus.

Who Will Be Successful Here

You may be a great fit if you are someone who:

Enjoys talking with people and making them feel heard.

Understands that responsiveness can make a significant difference in someone's experience.

Can show compassion while still keeping conversations organized and focused.

Takes ownership of follow-up and does not let important details fall through the cracks.

Is comfortable working toward measurable goals.

Welcomes feedback and looks for ways to improve.

Works well as part of a team and is willing to help others.

Looks for smarter and more efficient ways to complete work.

Takes pride in providing a high level of service.

Our Culture

At Buckfire Law, our Core Values guide how we work with our clients and with one another.

Teamwork – We work together and support one another to achieve the best possible outcome.

Professionalism – We communicate respectfully and take pride in the way we represent the firm.

Compassion – We understand that many people contacting our firm are going through difficult circumstances, and we treat them with patience and care.

Integrity – We are honest, ethical, and trustworthy in every interaction.

Accountability – We take ownership of our responsibilities and follow through on our commitments.

Smart – We look for efficient, thoughtful, and effective ways to solve problems and improve our work.

What We Offer

Competitive compensation.

Health insurance and additional benefits.

Paid time off.

Training and development opportunities.

Experience with industry-leading intake and case-management technology.

Opportunities for professional growth within a growing law firm.

A collaborative and team-oriented workplace.

Schedule

Full-time.

Monday through Friday.

Day shift.

8-hour shifts.

Join Our Team

If you are looking for a role where strong communication, compassion, organization, and follow-through can make a meaningful difference for clients, we would love to hear from you.

Build Your Career. Make an Impact. Grow With Us.