Intake Specialist

Kitay Law Offices; Wyomissing (Berks County); On-site; USD 40,000 - 56,000; Full time

Job summary

Kitay Law Offices in Wyomissing seeks a compassionate Intake Specialist to be the first point of contact, gather information, explain options, and guide prospective clients toward consultations and retention. The role blends customer service, relationship-building, and consultative sales in a fast-paced legal environment.

Candidates with experience in legal intake, admissions, or client relations are valued, bilingual Spanish/English is a plus, and a degree is preferred.

Qualifications

• Associate or bachelor's degree preferred.
• Experience in legal intake, admissions, sales, or client relations.
• Bilingual Spanish/English preferred.
• Paralegal certification a plus but not required.

Responsibilities

• Serve as first contact for potential clients and convert qualified leads into consultations.
• Gather detailed information, conduct intake interviews, and assess case eligibility.
• Explain value of legal representation and guide clients through decisions.
• Maintain accurate case records and coordinate with attorneys and staff.

Skills

Communication

Active Listening

Relationship Building

Consultative Sales

Closing Skills

Time Management

Documentation Accuracy

Bilingual Spanish/English

Education

Degree preferred

Tools

SmartAdvocate

Microsoft Office

Job description

At Kitay Law Offices, The Law Firm With a Heart, we help people navigate some of the most difficult moments of their lives. We're seeking a compassionate, driven, and client-focused Intake Specialist who can build trust quickly, guide prospective clients through the intake process, and help connect them with the legal representation they need.

Our team is guided by three core values:

• 5-Star Client Experience
• Stronger Together
• Committed to Excellence

About the Role

The Intake Specialist serves as the first point of contact for potential clients and is responsible for converting qualified leads into consultations and retained clients. This role combines exceptional customer service, relationship-building, and consultative sales skills to help prospective clients make informed decisions about legal representation.

The ideal candidate enjoys helping people, excels in communication, thrives in a fast-paced environment, and is motivated by achieving measurable results. Experience in legal intake, admissions, sales, customer service, business development, or client relations is highly valued.

What You'll Do

Client Intake & Communication

• Answer inbound calls and respond to online inquiries.
• Build trust through active listening and empathetic communication.
• Gather detailed information from prospective clients.
• Conduct intake interviews and assess case eligibility.
• Provide professional, compassionate service during every interaction.
• Explain the value of legal representation and guide clients through the decision-making process.
• Address concerns and objections while maintaining compliance with ethical guidelines.

Lead Management & Client Conversion

• Convert qualified prospects into consultations and retained clients.
• Follow up with prospective clients in a timely and persistent manner.
• Schedule consultations, attorney calls, and appointments.
• Track lead activity and conversion outcomes.
• Maintain ownership of leads throughout the intake process.
• Collaborate with attorneys and legal staff to ensure a seamless client onboarding experience.

Case Screening & Documentation

• Evaluate potential cases against established firm criteria.
• Accurately document client information and case details.
• Maintain complete and organized records within the case management system.
• Ensure intake information is accurate, compliant, and ready for attorney review.
• Track all communications, follow-up efforts, and case status updates.

Referral Coordination

• Direct non-qualified matters to approved referral partners and resources.
• Provide helpful guidance and information to prospective clients when the firm cannot assist.
• Maintain a positive experience that reflects the firm's commitment to exceptional client service.
• Document referral activity and outcomes accurately.

What We're Looking For

Preferred Qualifications

• Associate or bachelor's degree preferred.
• Background in Criminal Justice, Business, Communications, Marketing, Psychology, Legal Studies, or a related field.
• Experience in sales, legal intake, admissions, customer success, business development, customer service, or another consultative client-facing role.
• Experience in criminal defense, personal injury, workers' compensation, or related legal fields is a plus.
• Bilingual Spanish/English skills are preferred.
• Paralegal certification is a plus but not required.

Key Skills & Competencies

• Outstanding communication and active listening skills.
• Strong relationship-building and interpersonal abilities.
• Consultative sales and closing skills.
• Ability to influence and build trust quickly.
• Excellent organization and time management.
• Attention to detail and documentation accuracy.
• Strong follow-up and client conversion mindset.
• Critical thinking and sound judgment.
• Professionalism, empathy, and resilience.

Technology Skills

Experience with the following is helpful:

• Microsoft Office Suite (Outlook, Word, Excel, Teams)
• Case management systems such as SmartAdvocate
• Electronic document management systems
• VoIP and client communication platforms
• Data entry and reporting tools
• General office technology including scanners, copiers, and printers

Why Join Kitay Law Offices?

At Kitay Law Offices, you'll be part of a team dedicated to helping people during critical moments in their lives. We offer a supportive culture, growth opportunities, competitive benefits, and bonus potential for high performance. Most importantly, you'll have the opportunity to make a meaningful impact every day while living our mission of delivering exceptional results and a 5-Star Client Experience.