Intake Specialist

Job Description

Job Description

The Intake Specialist handles the Firm’s initial contact with potential new clients. The primary functions are to (1) qualify and screen leads for the type of law and conflict of interest, (2) schedule and collect payment for initial consultations, (3) initiate the pre-engagement glidepath, and (4) ensure all leads are properly directed through the intake funnel.

Reporting Relationship: The Intake Specialist reports to the Office Manager.

Authority: The Intake Specialist may work with a designated assistant or the receptionist to schedule prospective new clients for initial consultations and make reminder calls. The Intake Specialist has no supervisory or other authority beyond that specifically delegated by the Owner.

Additionally, non-attorney support staff are prohibited from practicing law by the ABA’s Rules of Professional Conduct and State Bar Association rules. All client-focused work done by the Intake Specialist must be in support of and under the supervision of an attorney. In dealing with clients and potential clients, the Intake Specialist must be careful not to inadvertently slip into the unlawful practice of law. This would include answering client questions about what will happen in their case or recommending that a client undertake a certain course of legal action during their case.

In accordance with Bar rules, the Intake Specialist does not give legal advice, approve client engagements, or share fees with the Firm.

$17 - $20 hourly

• Talk to leads and identify whether they are qualified leads by asking a series of questions designed to speak to the ideal A+ client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest.
• Screen out unqualified leads through a series of questions designed to speak to the ideal A+ client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest.
• Schedule qualified leads for initial consultations (sales calls).
• Initiate the pre-engagement glidepath for all prospects scheduled for initial consultation to create/foster a sense of excitement and urgency about engaging the Firm and improving the “show up rate” for people showing up for initial consultations.
• Be sure everyone who contacts the Firm for help is better off – whether by scheduling a consultation, making a referral to an appropriate firm or other contact, sharing free resources produced by the firm, or some other assistance.
• Prepare the salesperson with all the information needed for a successful conversation/consultation.
• Prepare engagement agreements and follow up to ensure prospects sign the agreement and make the agreed payment.
• Stay in contact with Leads who do not schedule consultations, PNCs who do not appear for their consult, and PNCs who do not sign up after their initial consultation to keep the door open for them to come in when they are ready.
• Update the Firm’s databases, reports, or spreadsheets to track incoming calls, leads qualified, consultations scheduled, referral sources, and other key metrics.

Key Performance Indicators

• 90% “show up” rate for PNCs scheduled for initial consultation.
• 60% conversion rate for PNCs who engage after initial consultation.
• 90% of leads are scheduled for a consultation, connected with a referral, given helpful materials, or otherwise “helped” by contacting the firm.

• Prior customer service experience required.
• Education and/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, a few “battle scars” to give you empathy and understanding, is an asset. Experience overcoming a major obstacle in life and making an important change in your life, so you know at your core that others can do it too, is a plus.

Somekh and Associates is a growing elder law & estate planning law firm in Garden City.