Intake Specialist: Compassionate Caller Navigator

IJUSTGOTHIT.COM - The Godsey Law Firm; Addison (TX); On-site; USD 32,000 - 44,000; Full time

Job summary

The Godsey Law Firm is seeking exceptional communicators for our Intake Department. Intake Representatives are often the first point of contact for prospective clients seeking information about potential representation.

This role emphasizes listening, information gathering, clarity, trust-building, and guiding qualified leads through the intake and engagement process. We value emotional intelligence, resilience, and the ability to navigate objections while maintaining professionalism.

Qualifications

• Experience communicating with people during stressful, emotional, urgent, or high-stakes situations.
• Ability to listen, ask thoughtful questions, and build trust with prospective clients.
• Strong judgment, emotional intelligence, and resilience in high-volume calls.

Responsibilities

• Handle a high volume of inbound and outbound telephone communications involving prospective clients seeking legal representation.
• Speak professionally and compassionately with individuals in stress or heightened emotions.
• Establish rapport and trust quickly over the telephone.
• Listen actively and ask structured questions to obtain relevant information.
• Identify the concern behind a caller's hesitation or objection beyond scripted responses.
• Maintain control of conversations while ensuring callers feel heard and respected.
• Explain the Firm's intake process and next steps clearly and accurately.
• Address questions and concerns within training and escalate when appropriate.
• Help qualified prospective clients decide whether to move forward with the Firm.
• Guide clients through the engagement and electronic contract process if they choose the Firm.
• Conduct timely follow-up with prospective clients per Firm procedures.
• Document conversations, lead information, follow-up activity, and outcomes.
• Work across multiple technology platforms while communicating with callers.
• Meet standards for call quality, responsiveness, and qualified-lead conversion.
• Follow Firm policies, confidentiality, ethics, and rules for communications with prospective clients.
• Intake Representatives do not provide legal advice or guarantee case outcomes.

Skills

Emotional intelligence

Active listening

Empathy

Call control

Resilience

Job description

The Godsey Law Firm is seeking exceptional communicators for our Intake Department. Intake Representatives are often the first point of contact for prospective clients seeking information about potential representation.

This role emphasizes listening, information gathering, clarity, trust-building, and guiding qualified leads through the intake and engagement process. We value emotional intelligence, resilience, and the ability to navigate objections while maintaining professionalism.