Personal Injury Intake Specialist

The Husband & Wife Law Team; Phoenix (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health, dental, vision, and life保险

401(k) with company matching

Paid time off & paid family leave

Health savings account (HSA)

Team appreciation events

Job summary

The Husband & Wife Law Team in Phoenix, AZ seeks an Intake Specialist to be the first point of contact for potential personal injury clients. You will screen leads, gather information, educate prospects about our services, and help schedule free consultations with attorneys.

You’ll work with a supportive team, handle a phone queue and lead management system, and strive to deliver exceptional client service while maintaining ethical standards. Bilingual Spanish required.

Qualifications

• Experience in customer service or professional settings.
• Ability to communicate empathetically with diverse clients.
• Proficiency with office software and case management tools.
• Bilingual Spanish required or strongly preferred.

Responsibilities

• Screen and qualify potential clients seeking personal injury representation.
• Collect relevant information and build rapport with prospects.
• Educate clients on services, policies, and procedures.
• Schedule free consultations with attorneys.
• Manage call queue and lead system with teammates.

Skills

Bilingual Spanish

Customer service

Communication skills

Team player

Detail-oriented

Independent

Office software

Education

None stated

Tools

Microsoft Office

SharePoint

Lead management systems

Case management tools

Job description

About Us

For nearly 30 years, The Husband & Wife Law Team has set the standard in personal injury law through exceptional client service and legal results. Our mission is to thoughtfully guide people through adversity toward their best possible outcomes, driven by a passionate team and a system built to empower and evolve. We bring our community to work every day—honoring excellence, supporting local causes, and hosting meaningful events. If you're ready to make an impact alongside a collaborative, values-driven team, read on and

About The Role

• As an Intake Specialist, you are the first point of contact for potential clients who are seeking legal representation for their personal injury cases.
• You are responsible for screening and qualifying leads, collecting relevant information, and building rapport with prospective clients.
• You will also educate them about our firm's services, policies, and procedures and assist them in scheduling a free consultation with one of our attorneys.
• You will not work alone. You will be part of a dedicated and supportive team that shares the same goal: to provide the best possible service to our potential clients and help them get the legal help they need.
• You will work closely with your peers to cover a phone queue and lead management system, ensuring no call or lead goes unanswered or unresolved.
• You will also communicate regularly with your team members and supervisors, providing feedback, updates, and suggestions on improving the intake process and client experience.
• You will also attend regular training sessions and meetings to enhance your skills and knowledge.
• You will be expected to adhere to the firm's policies and procedures and the legal industry's professional and ethical standards.
• The ideal candidate will be able to work some weekends and holidays.
• All applicants must complete an internet speed and jitter ratio test at https://speed.cloudflare.com . Failure to meet the required performance standards may result in immediate disqualification from the hiring process.

Schedule Adherence & Training Expectations

• Attend 4 full days of new hire onboarding.
• Commit to 2 weeks of in-person, in-office training with our Intake Department Trainer following onboarding. (8:30am - 5pm)
• Complete a 2-week remote nesting period within your assigned shift after training. (8:30am - 5pm)

Intake Department Shift

• Monday - Friday 8 hours a day
• 4 x 10's Monday - Friday

What You'll Do

• Wants to help people even if it is a case that we cannot take in our office
• Has empathy and understanding when talking to potential new clients
• Identify immediate needs and provide appropriate resources to address needs, including direct transferring to attorney and providing any legal service referrals
• Works well within a small team
• Schedules client intake appointments
• Is self-driven, can work independently using resources to guide decision
• Can critically think and ask questions to potential new clients to gain the detail needed to know whether or not we can accept a case
• Work with experience attorneys together when onboarding new clients
• Wants to make others feel better and get good reviews for our team
• Has a positive attitude to add to our positive team environment
• Screen telephone calls before scheduling an attorney-client consultation
• Persistently monitor all potential new client inquiries (email, internet, phone and referrals)
• Immediately contact every potential client and establish relationship with client
• Update logs and reporting systems to reflect status of all potential new clients
• Conduct potential new client interviews with genuine empathy and compassion
• Schedule appointments for potential clients
• Take accurate notes during the attorney-client initial consultation
• Collaborate with our attorneys to complete the initial consultation process
• Assist attorneys with administrative tasks related to opening new cases and maintaining database

What We're Looking For

• You are an organized, detail-oriented, and compassionate person who enjoys helping people who have been injured due to someone else's negligence
• You have excellent communication skills and can handle a high volume of inbound calls from potential clients who need legal assistance
• You can listen attentively, ask relevant questions, gather information, and evaluate the viability of each case
• You can also explain the process and requirements of working with our firm and schedule consultations with our attorneys
• You are proficient in using various software applications, such as Microsoft Office, SharePoint, lead management systems, and case management tools
• You are a team player who can collaborate effectively with other staff members and attorneys.
• You are also a self-starter who can work independently and prioritize your tasks
• Bilingual in Spanish, with the ability to effectively communicate with and support our Spanish‑speaking clients.
• You are committed to providing exceptional customer service and upholding the highest ethical standards

Things You've Done in the Past

• You have previous experience in customer service, sales, or marketing, preferably in a legal or professional setting. You know how to communicate effectively and empathetically with diverse clients, understand their needs and concerns, and persuade them to take action.
• You have excellent verbal and written communication skills. You can speak clearly and confidently on the phone, write concise and accurate notes and emails, and use appropriate grammar and tone. You can also adapt your communication style to different situations and audiences, such as potential clients, attorneys, or insurance companies.
• You have strong organizational and time management skills. You can handle multiple tasks and priorities, keep track of deadlines and follow-ups, and work efficiently and accurately under pressure. You can also use various tools and software to facilitate your work and collaboration, such as Microsoft Office, CRM systems, and online chat platforms.
• You have a positive and professional attitude. You are courteous and respectful to everyone you interact with internally and externally. You are also reliable and accountable, showing up on time, following instructions, and meeting expectations. You are willing to learn from feedback and improve your performance. You are also motivated and enthusiastic, taking the initiative and seeking opportunities to grow and contribute to the firm's success.

Why Join Us?

At The Husband & Wife Law Team, you're not just taking a job, you're joining a mission. We're a family-run firm with nearly 30 years of experience helping people navigate tragedy and recovery. Our work is personal, purposeful, and rooted in compassion. We're proud to be a Certified Great Place to Work® five years in a row and a Top Workplace since 2022. But what makes us special is how we live our values every day.

We believe in building a culture where every team member is supported, empowered, and celebrated—because that's how we deliver the best outcomes for our clients.

You'll be part of a team guided by core values. These aren't just words on a wall, they shape every decision, conversation, and client experience.

What We Offer

• Competitive pay with growth potential
• Health, dental, vision, and life insurance
• 401(k) with company matching
• Paid time off & paid family leave
• Health savings account (HSA)
• Team appreciation events, employee discounts & much more

Whether you're here to grow your career, make a difference, or be part of something bigger, we've built a place where you can do meaningful work and love the team you're doing it with.

Learn more about our values, culture, and how we give back at: husbandandwifelawteam.com/join-our-team