Intake Specialist, Client Advocacy

Michigan Auto Law; Farmington Hills (MI); On-site; USD 45,000 - 55,000; Full time

Job summary

Michigan Auto Law is seeking a compassionate intake specialist to own the moment with prospective clients after an accident. You’ll be genuinely warm, earn trust in the first minutes, and guide people toward hiring us quickly and confidently.

Field inbound calls and chat leads, build rapport fast, address hesitation, document every detail in our CRM, and steer conversations toward a decision. A strong phone presence and precise data entry are essential to help people in crisis.

Qualifications

• 2+ years in a performance-driven, client-facing role with a track record of hitting or exceeding measurable goals
• Advanced phone skills and the ability to run a structured conversation without sounding scripted
• Strong data entry and CRM accuracy under time pressure
• Able to ask direct questions and guide callers to a decision

Responsibilities

• Field inbound calls and chat leads from people who were just in an accident, often frightened, in pain, and talking to a lawyer for the first time
• Build rapport fast enough to earn the details of their accident, injuries, and situation
• Address hesitation directly, confidently, and with a genuine case for why waiting hurts them
• Guide qualified callers to a decision before they hang up and call the next firm on their Google search
• Document every call accurately and completely in our CRM
• Route legal questions to an attorney, but own everything up to that line
• Follow up on chat leads and missed calls with real urgency

Skills

Persuasion

Phone skills

CRM accuracy

Data entry

Empathy

Client-facing

Tools

CRM software

Job description

Every day, people who have just been through the worst moment of their lives call Michigan Auto Law looking for someone to tell them what to do next. How we answer that call determines whether they hire us or hang up and call a competitor instead.

We're looking for someone who can own that moment. Not a script reader. Not an order taker. Someone genuinely warm who can sit with a person in crisis, earn their trust in the first two minutes, and confidently guide them toward the decision that's actually best for them: hiring us, today, before they make a mistake that costs them their case.

The customer service instincts matter here, but they're in service of something bigger: helping someone make the right call, quickly, when it counts most. If you've spent your career persuading people, building trust fast, and helping them act decisively instead of stalling, we want to talk to you.

Compensation: $45,000 - $55,000

Qualifications

• Who We’re Looking For:
• We’ve hired plenty of people who were great on the phone and still fell short in this role because they were built for service alone. That’s not this job. We need someone who:
• Has genuinely persuaded people before, whether in insurance, real estate, financial services, membership-based work, or another performance-driven field, and knows what it feels like to hear resistance and work through it
• Can read a person's emotional state in the first 30 seconds and adjust their approach without losing the thread of the conversation
• Believes, and can communicate, why urgency matters (because in these cases it genuinely does; insurance companies and statutes of limitations do not wait for people to feel ready)
• Treats every call like it's worth winning, not like it's one of forty on a list
• Wants to be measured, coached, and rewarded on performance, not just tenure
• Brings empathy that's real, not performed. People can tell the difference in the first sentence
• 2+ years in a performance-driven, client-facing role with a track record of hitting or exceeding measurable goals (insurance, legal intake, real estate, financial services, or high-volume client consultation all translate well)
• Advanced phone skills and the ability to run a structured conversation without sounding like you’re running a script
• Strong data entry and CRM accuracy under time pressure
• Comfort asking direct, sometimes uncomfortable questions and staying in control of the call
• A demonstrated ability to work through hesitation and help people reach a decision

Responsibilities

• Field inbound calls and chat leads from people who were just in an accident, often frightened, in pain, and talking to a lawyer for the first time in their lives
• Build rapport fast enough to earn the details of their accident, their injuries, and their situation, all while they’re deciding in real time whether they trust you
• Address hesitation (I need to think about it, I already talked to my insurance company, my brother's a lawyer) directly, confidently, and with a genuine case for why waiting hurts them
• Guide qualified callers to a decision before they hang up and call the next firm on their Google search
• Document every call accurately and completely in our CRM, because a great conversation that isn't recorded properly is a wasted one
• Route legal questions to an attorney, but own everything up to that line
• Follow up on chat leads and missed calls with real urgency, because a lead that goes cold in an hour is a lead we lose