Intake Specialist

Sechler Law Firm, LLC; Warrendale (Allegheny County); On-site; USD 44,000 - 48,000; Full time

Job summary

Sechler Law Firm, LLC is seeking a full-time client engagement specialist in Warrendale, PA to be the first contact for clients in need. This phone-heavy role handles inbound/outbound calls, gathers information, and guides clients through intake with empathy and professionalism.

Ideal candidates have strong communication skills, call center or customer service experience, and comfort with CRM systems and data entry.

Qualifications

• Excellent verbal communication and interpersonal skills, with the ability to speak compassionately and professionally to clients in emotional or stressful situations.
• Previous experience in customer service, sales, or call center roles (preferably phone-based).
• Strong organizational skills with attention to detail and the ability to manage multiple tasks and calls simultaneously.
• Comfortable with technology, including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace).
• Ability to handle confidential and sensitive information with discretion.
• Sales experience or a consultative sales background is helpful, especially with converting inquiries into appointments.
• High school diploma or equivalent required; associate's or bachelor’s degree preferred.
• Familiarity with case management and CRM systems a bonus.

Responsibilities

• Answer and manage a high volume of inbound phone calls from potential and current clients with professionalism and empathy.
• Conduct outbound follow-up calls to prospective clients to gather information, confirm appointments, and offer support.
• Guide clients through the intake process, collecting essential personal and legal information accurately and confidentially.
• Listen actively and compassionately to understand each client’s unique situation and provide reassurance during sensitive conversations.
• Maintain detailed and organized records of all client communications and interactions in the firm's case management system.
• Coordinate initial consultations between clients and attorneys, ensuring all necessary documentation is obtained in advance.
• Identify and qualify potential clients based on the firm’s criteria and refer to appropriate team members as needed.
• Collaborate with attorneys and legal staff to ensure a smooth handoff and continuity of care.
• Meet performance metrics related to call volume, conversion rates, and response times.
• Take charge of various office tasks such as email correspondence, document management, data organization, and research to keep the firm running efficiently.
• Set appointments for potential clients that meet our criteria to keep lawyers’ schedules organized and grow caseloads.
• Collect paperwork and enter data into our case management system to ensure a smooth onboarding for new clients and tidy management of case files.
• Screen incoming potential client calls to ensure the case falls within the firm’s scope while making callers feel heard and understood.
• Help foster prospective client streams by providing input into awareness and law firm partnerships initiatives with the marketing team.

Skills

Verbal communication

Call center experience

Empathy under pressure

Active listening

Data entry accuracy

Confidential information handling

Sales/appointment setting

Multitasking

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM software

Microsoft Office

Google Workspace

Case management system

Job description

Our law office is growing fast, and we’re searching for a full-time client engagement specialist to help us succeed! We are seeking a compassionate and professional individual to be the first point of contact for clients in their time of need. This phone-heavy role involves handling a high volume of inbound and outbound calls, gathering key information, and guiding potential clients through the intake process with empathy and professionalism.

Sales or customer service experience is a plus, as the ideal candidate will be comfortable building rapport and helping clients take the next steps toward securing their future. If the thought of coming to work every day and making a positive impact on clients’ lives excites you, we'd love to hear from you!

Compensation: $21 - $23 hourly

Qualifications

• Excellent verbal communication and interpersonal skills, with the ability to speak compassionately and professionally to clients in emotional or stressful situations.
• Previous experience in a customer service, sales, or call center role (preferably phone-based).
• Strong organizational skills with attention to detail and the ability to manage multiple tasks and calls simultaneously.
• Comfortable with technology, including CRM or case management software, phone systems, and standard office tools (e.g., Microsoft Office or Google Workspace).
• Ability to handle confidential and sensitive information with discretion.
• Prior experience in a legal, medical, or professional services setting is a plus.
• Sales experience or a consultative sales background is helpful, especially with converting inquiries into appointments.
• Empathy and patience, particularly when dealing with clients discussing personal or emotional topics related to estate planning.
• High school diploma or equivalent required; associate's or bachelor’s degree preferred.
• Firm knowledge of spreadsheet and data management, as well as computer skills
• Previous legal experience a plus
• High school diploma or equivalent needed, while a Bachelor’s degree is desired
• Familiarity with case management and CRM systems a bonus
• Skilled with Microsoft Office, especially Microsoft Excel

Responsibilities

• Answer and manage a high volume of inbound phone calls from potential and current clients with professionalism and empathy.
• Conduct outbound follow-up calls to prospective clients to gather information, confirm appointments, and offer support.
• Guide clients through the intake process, collecting essential personal and legal information accurately and confidentially.
• Listen actively and compassionately to understand each client’s unique situation and provide reassurance during sensitive conversations.
• Maintain detailed and organized records of all client communications and interactions in the firm's case management system.
• Coordinate initial consultations between clients and attorneys, ensuring all necessary documentation is obtained in advance.
• Identify and qualify potential clients based on the firm’s criteria and refer to appropriate team members as needed.
• Collaborate with attorneys and legal staff to ensure a smooth handoff and continuity of care.
• Meet performance metrics related to call volume, conversion rates, and response times.
• Take charge of various office tasks such as email correspondence, document management, data organization, and research to make sure our firm is running at peak efficiency
• Set appointments for potential clients that meet our criteria to keep our lawyers’ schedules organized and grow our caseload
• Collect paperwork and enter data into our case management system to ensure a smooth onboarding for new clients and tidy management of case files
• Screen incoming potential client phone calls to make sure the case falls within the scope of the firm, while helping the caller feel heard and understood
• Help foster prospective client streams by providing input into awareness and law firm partnerships initiatives alongside the marketing team