Legal Intake Specialist

Marsden Law; Holliston (MA); On-site; USD 45,000 - 55,000; Full time

Job summary

Marsden Law, a boutique Estate Planning and Elder Law Firm in Holliston, Massachusetts, is seeking a proactive Client Intake Specialist. This role will focus on building relationships with clients through calls and in-person interactions, converting leads into consultations, and providing exceptional customer service.

The ideal candidate should possess strong communication skills, attention to detail, and experience in a customer service environment. Prior experience with CRM systems is essential. Compensation is between $45,000 and $55,000 per year.

Qualifications

• Prior customer service experience required.
• Education or work experience equivalent to a bachelor’s degree.
• Experience with a CRM, particularly data tracking and reporting, required.
• Knowledge of the legal industry is an asset.

Responsibilities

• Talk to prospective clients and identify qualified leads.
• Schedule qualified leads for initial sales consultations.
• Initiate the pre-engagement glidepath for all prospects.
• Stay in contact with leads who do not schedule consultations.
• Update the firm’s database.

Skills

Customer service experience

Communication skills

Attention to detail

CRM experience

Empathy and understanding

Education

Education or work experience equivalent to a bachelor’s degree

Job description

Our MetroWest-based boutique Estate Planning and Elder Law Firm is looking for a compassionate and productive Client Intake Specialist to provide an exceptional customer service experience. The role focuses on building relationships with former, current, and potential new clients via telephone and in‑person visits, converting appropriate leads into potential new clients by scheduling initial consultations and following up afterward. This position balances the art and science of outstanding customer care and requires empathy, communication skills, attention to detail, and technical know-how.

Responsibilities

• Talk to prospective clients and identify qualified leads by asking a series of questions designed to assess the ideal A+ client, target the correct legal issues, gauge urgency and motivation, and determine potential conflicts of interest.
• Schedule qualified leads for initial sales consultations (sales calls).
• Initiate the pre‑engagement glidepath for all prospects scheduled for initial consultations to create a sense of excitement and urgency about engaging the firm, and improve the show‑up rate for initial consultations.
• Stay in contact with leads who do not schedule consultations, PNCs who do not appear for their consult, and PNCs that do not sign up after their initial consultations to keep the door open for them to come in when they are ready.
• Update the firm’s database.
• Assist other staff as requested and perform other general office duties as needed.

Qualifications

• Prior customer service experience required.
• Education or work experience equivalent to a bachelor’s degree.
• Experience with a CRM, particularly data tracking and reporting, required.
• Knowledge of the legal industry is an asset.
• Real‑life experience and a few "battle scars" that give empathy and understanding are assets, as is experience overcoming major obstacles and making important changes in life.
• We are building our A‑Team. There will be training on the types of legal matters we handle, how we track our leads, and how to use our calendaring system, but we are looking for someone who can hit the ground running. This position is not for someone looking for their first professional job or an introduction into customer service.

Compensation

$45,000 - $55,000 per year