Intake Specialist (International)

thefirmconsult; United States; Remote; USD 22,000 - 39,000; Full time

Benefits offered by this job

Commission bonuses

Job summary

the firm consult is seeking an Intake Specialist to be the first point of contact for prospective personal injury clients. You will answer inbound calls, assess eligibility, and convert qualified leads into signed retainer agreements, focusing on automobile-related cases. Training will be provided, and a remote, 24/7 intake setup supports flexible shifts across U.S.

time zones. Ideal candidates bring strong communication skills, empathy, and the ability to maintain accurate documentation in Lead

Qualifications

• Fluent, confident spoken English with professional phone presence.
• Spanish fluency required for all shifts except the weekday overnight shift.
• Strong customer service, sales, or client-facing experience.
• Ability to establish rapport quickly and guide conversations toward a decision.
• Excellent listening and problem-solving skills.
• Ability to manage multiple calls and follow-up tasks with accuracy.
• Comfortable learning and using phone systems, CRM, and time-tracking tools.
• Ability to work independently in a remote environment with reliable internet.

Responsibilities

• Answer inbound calls and live transfers from marketing partners and the intake team within 12 seconds.
• Evaluate prospective clients against intake criteria to determine case eligibility.
• Build rapport and establish trust with potential clients through warm, empathetic communication.
• Convert qualified leads into signed clients by obtaining retainer agreements during the initial call when possible.
• Follow up consistently with qualified leads until a definitive decision is reached.
• Document all calls and outcomes in Lead Docket.
• Refer prospective clients who do not meet criteria according to procedures.
• Handle after-hours, overnight, and weekend calls during assigned shifts.
• Coordinate with intake teammates and overflow services to ensure timely assistance.
• Follow established intake scripts, call procedures, and escalation guidelines.
• Maintain knowledge of firm's services, practice areas, and intake requirements.
• This is a 24/7 intake operation with shifts assigned by management.

Skills

Fluent English

Spanish fluency

Customer service

Sales experience

Rapport building

Active listening

CRM systems

Remote work

Data entry

Education

Legal education or law degree

Tools

Lead Docket

CRM systems

E-signature platforms

Time-tracking software

Job description

We are seeking a personable, motivated, and results-driven Intake Specialist to serve as the first point of contact for prospective clients interested in pursuing personal injury claims. This role focuses primarily on handling inbound calls and live transfers from marketing partners, qualifying potential clients, building trust, and converting qualified leads into signed cases.

The ideal candidate has excellent communication skills, a warm and professional phone presence, and the ability to guide conversations toward a successful outcome. This is a conversion-focused position where responsiveness, empathy, and persistent follow-up are essential. Previous legal experience is helpful but not required, as comprehensive training will be provided.

Key Responsibilities

Answer inbound calls and live transfers from marketing partners and the intake team within 12 seconds.

Evaluate prospective clients against the firm's personal injury intake criteria to determine case eligibility.

Build rapport and establish trust with potential clients through warm, empathetic, and professional communication.

Convert qualified leads into signed clients by obtaining retainer agreements during the initial call whenever possible, with a particular focus on automobile accident cases.

Follow up consistently with qualified leads until a definitive decision is reached.

Accurately document all calls, communications, lead sources, and outcomes in Lead Docket.

Refer prospective clients who do not meet the firm's criteria according to established referral procedures.

Handle after-hours, overnight, and weekend calls from start to finish during assigned shifts.

Coordinate with other intake team members and overflow services to ensure all prospective clients receive timely assistance.

Follow established intake scripts, call procedures, and escalation guidelines.

Maintain a working knowledge of the firm's services, practice areas, and intake requirements.

Schedule & Coverage

Full-time position, 40 hours per week.

Assigned eight-hour shifts with a one-hour break.

Part of a 24/7 intake operation, with shifts potentially scheduled during weekdays, evenings, overnight hours, or weekends.

Work hours may vary depending on coverage needs and will be assigned by management.

All shifts operate according to U.S. time zones.

Reliable attendance and availability during the assigned shift are essential.

Time and attendance are tracked through Time Doctor.

Language Requirements:

Fluency in both English and Spanish is required for all shifts, except the weekday overnight shift.

The weekday overnight shift (U.S. midnight through dawn) requires English fluency only.

Required Qualifications

Fluent, confident spoken English with excellent verbal communication skills and a professional phone presence.

Spanish fluency is required for all shifts except the weekday overnight shift.

Strong customer service, sales, or client-facing experience.

Ability to establish rapport quickly, build trust, and guide conversations toward a decision.

Strong listening, problem-solving, and interpersonal skills.

Ability to manage multiple calls and follow-up tasks while maintaining accuracy.

Comfortable learning and using phone systems, electronic signature platforms, time-tracking software, and CRM systems.

Strong data entry skills and attention to detail.

Ability to work independently in a remote environment.

Reliable high-speed internet, a headset, and a quiet, dedicated home workspace.

Availability to work assigned shifts, including evenings, overnight hours, or weekends in U.S. time zones.

Willingness to complete a background check, where feasible.

Preferred Qualifications

Previous experience in personal injury intake or working with a personal injury law firm.

Demonstrated success converting prospective clients into signed retainers or agreements.

Previous sales, telemarketing, call center, or customer service experience.

Legal education or a law degree from the candidate's home jurisdiction.

Familiarity with Lead Docket or similar legal case management and CRM platforms.

Performance Expectations & Measures of Success

Success in this role will be measured by both client conversion and the accuracy and quality of intake documentation.

Key performance indicators include:

Lead Conversion: Number and percentage of qualified leads converted into signed cases, tracked as both a raw count and conversion rate.

Response Time: Answering inbound calls and live transfers within 12 seconds and completing callbacks within established timeframes.

Documentation Accuracy: Ensuring every interaction is properly recorded in Lead Docket with the correct lead source, communication channel, and outcome.

Follow-Up Consistency: Maintaining timely and persistent follow-up with qualified leads until a definitive yes or no is received.

Client Experience: Providing prospective clients with a professional, empathetic, and helpful intake experience.

Training & Reporting Structure

The Intake Specialist will complete a structured training program covering the firm's intake procedures, call scripts, qualification criteria, systems, and practice areas.

This position reports directly to the Intake Lead and works as part of a 24/7 intake team alongside colleagues on complementary shifts and the after-hours overflow service.

The role also collaborates with the firm's marketing and operations teams to support lead management, call routing, and conversion efforts.

Compensation

This position offers a competitive hourly base rate plus commission bonuses for every successfully signed case.