Intake Specialist

Modern Family Law; Washington; Hybrid; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Disability insurance

Life insurance

Work From Home

Job summary

Modern Family Law in Washington is seeking an intake specialist to join our expanding team in a primarily remote capacity with occasional in-office meetings.

You will welcome potential clients, guide them through initial interactions, manage client records in the CRM, and collaborate with marketing, IT, and sales to ensure a smooth intake experience.

The role requires empathy, strong communication, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• 2–5 years in sales, customer service or related field.
• Experience in legal intake or client service is a plus.
• Typing speed 50 WPM+ and attention to detail.

Responsibilities

• Monitor inquiries across email, chat, and web forms and set expectations for the intake process.
• Conduct conflict checks to ensure compliance with firm policies.
• Answer calls professionally, transfer to appropriate team members, and handle voicemails and follow-ups.
• Manage and update client records in the CRM with accuracy and timeliness.
• Distribute, collect, and process fee agreements and credit card authorizations; enter details into the system.
• Schedule meetings and initial consultations for attorneys, coordinating with clients and calendars.
• Follow up with potential clients via phone, email, or chat to address questions and guide next steps.
• Track and log follow-up activities in the CRM.
• Identify high priority leads and elevate them to attorneys or senior intake team members.
• Attend weekly intake meetings and contribute to process improvements.
• Collaborate with marketing, IT, and sales to ensure smooth client experiences.

Skills

CRM proficiency

Apple products

Typing 50 WPM

Excellent communication

Organizational skills

Client-focused

Tools

CRM systems

Job description

Modern Family Law, a rapidly expanding law firm specializing in Family Law, is thrilled to expand our talented team in Washington. 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:

• 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 elevate 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.

Requirements:

• Two to Five (2-5) years of experience in sales, customer service, or a related field, with a proven track record of client engagement and follow-up. Experience in legal intake or a client service role is a plus.
• Proficiency with Apple products and CRM systems, with a typing speed of 50 WPM or higher and excellent attention to detail.
• Ability to communicate calmly and effectively with clients in stressful situations, demonstrating empathy and professionalism.
• Strong organizational skills and the ability to prioritize multiple competing tasks in a fast-paced environment.
• Client-focused mindset, dedicated to delivering exceptional service and fostering positive client relationships.

Skills and Competencies:

• Excellent written and verbal communication skills with the ability to handle client interactions with care and clarity.
• Strong organizational skills, with the ability to handle multiple priorities and meet tight deadlines.
• High attention to detail, ensuring accuracy in client records, communications, and transaction processing.
• Ability to collaborate effectively within a supportive, professional work culture.
• Adaptability and flexibility, thriving in both remote work and in-person settings when required.
• Proficiency in CRM systems and technology used in remote client management.

Mandatory Notices for Applicants:

ADA Compliance: All candidates and incumbents are expected to perform the duties as assigned so long as they can meet the expectations set forth with or without reasonable accommodations. Should a candidate or incumbent require accommodation, they need to advise the Director of People & Culture in advance.

Compensation

$25.48 - $28.37 per hour. The range presented is a reliable estimate of the base salary that this individual is expected to receive. Actual pay will be adjusted based on experience, location, internal and external pay equity, and other job-related factors as permitted by law. Full-time employees may be eligible for health insurance with an optional Flexible Spending Account or a Health Savings Account, short-term disability, long-term disability, dental insurance, vision care, life insurance, 401(k) Retirement, vacation, sick time, and an employee assistance program to support the personal wellness needs of our employees.

Additional voluntary programs are available and include voluntary accident insurance, voluntary life, voluntary disability, voluntary long-term care, voluntary critical illness and cancer insurance, as well as pet insurance. Additionally, in some markets, commuter and transit benefit programs are available.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Home