- Location
- Jacksonville, Florida
- Type
- Full-time
- Source
- Pinpoint
Description
Client Intake Specialist
Department: Sales and Marketing
Employment Type: Full Time
Location: Jacksonville, Florida
Description
About the Role
The Client Intake Specialist is the first human connection for people reaching out to Jimerson Birr.
The Client Intake Specialist is the first human connection for people reaching out to Jimerson Birr.
Your job is to make that first interaction professional, responsive, and helpful while ensuring every inbound opportunity is accurately captured, qualified, and moved to the right next step.
You will respond to new inquiries, gather information, determine whether a prospective client fits the firm's criteria, schedule qualified prospects for consultations, and prepare them for what comes next.
This is a role where speed and accuracy matter equally.
You will work within clear processes, scripts, qualification standards, and escalation paths but you'll also need to sound like a real person. The people contacting the firm may be dealing with stressful or unfamiliar situations, so your ability to listen, communicate clearly, and create confidence is just as important as following the process correctly.
The ideal person is conscientious, organized, dependable, and comfortable working with deadlines and changing priorities. You like knowing what is expected of you, take pride in getting the details right, and want to become someone the team can trust to handle an important part of the client experience.
Key Responsibilities
What You'll Do
Be the First Point of Contact
Be the First Point of Contact
- Respond quickly and professionally to inbound inquiries from web, phone, campaigns, and overnight queues.
- Create a positive, high-trust first impression for every prospective client.
- Listen carefully and gather accurate information during the initial conversation.
- Confirm contact information, matter details, and required permissions.
- Check existing records so returning clients and former clients are recognized appropriately.
- Complete the required conflict flag before substantive outreach.
Qualify Prospective Clients
- Follow the firm's intake and qualification process consistently.
- Use the appropriate script, AI tools, and platform support for each lead source.
- Ask thoughtful questions while keeping the conversation natural and professional.
- Evaluate prospective clients against the firm's Ideal Client Profile and matter-fit standards.
- Accurately categorize opportunities according to established qualification criteria.
- Apply disqualification standards consistently and route declined opportunities to the appropriate destination.
- Escalate borderline situations rather than guessing.
Schedule Consultations
- Convert qualified opportunities into scheduled consultations.
- Book consultations during the intake conversation whenever possible.
- Match qualified prospects with the appropriate consultation path and closer.
- Provide clear information about the consultation, including timing, expectations, documents, and next steps.
- Complete warm transfers to on-call closers when appropriate.
- Ensure the information needed by the next person in the process is complete and accurate.
Prepare the Prospect for the Consultation
- Send consultation confirmations promptly.
- Execute the appropriate pre-consultation communication and nurture sequence.
- Gather and organize relevant information and documents.
- Prepare the closer with a clear picture of the prospect and their matter before the consultation.
- Reconfirm upcoming consultations and help prevent avoidable no-shows.
- Rebook prospects when appropriate rather than allowing an opportunity to disappear.
Follow Up and Recover Opportunities
- Follow up with prospective clients who have not responded or completed the next step.
- Conduct scheduled chase calls and follow-up outreach.
- Document the reason when an opportunity is lost or does not move forward.
- Identify recurring patterns in non-engagement or lack of fit.
- Communicate meaningful patterns to the Client Onboarding team and Demand team.
Skills, Knowledge and Expertise
Who You Are
You are dependable, conscientious, and comfortable working within a clear process.
You like knowing what good looks like. Once you've been trained on the process, you take pride in following it accurately and consistently.
You notice details other people might miss. You naturally double-check your work because you understand that a small mistake at intake can create a much bigger problem later.
You are also comfortable with a changing workload. One moment you're responding to a new inquiry; the next you're confirming a consultation, following up with someone who went quiet, or helping prepare a closer for an upcoming call. You enjoy that variety, especially when there is a clear priority in front of you.
You communicate warmly and professionally. You can persuade without being pushy, ask questions without making someone feel interrogated, and keep a conversation moving without losing the human element.
You are comfortable talking to people you don't know, including people who may be frustrated, worried, or uncertain about what to do next.
You are respectful of established processes and understand why they exist. At the same time, you're comfortable asking questions when something is unclear rather than making assumptions.
You appreciate supportive leadership and clear expectations. Once you understand the role and the firm's standards, you want to be trusted to do your job well without someone constantly looking over your shoulder.
You care about accuracy, punctuality, and follow-through.
And when you've made a commitment to complete something, you want it done correctly and closed out.
What You Bring
- Experience in client intake, customer service, administrative support, inside sales, call center, legal intake, or a similar client-facing role.
- Excellent verbal communication and active listening skills.
- The ability to build rapport quickly with people you've never spoken with before.
- Strong attention to detail and accuracy.
- The ability to follow established processes, scripts, and qualification standards consistently.
- Comfort working with technology, CRM systems, scheduling platforms, AI-assisted tools, and other digital systems.
- Strong organizational and time-management skills.
- The ability to manage multiple priorities while maintaining accuracy.
- Good judgment about when to follow the established process and when to escalate an issue.
- Professionalism and discretion when handling confidential client and prospective-client information.
- A calm, composed approach when conversations become difficult or emotionally charged.
- A willingness to learn, accept coaching, and become highly knowledgeable about the firm's intake process.
- Reliable follow-through and a strong sense of personal accountability.
You don't need to be a lawyer or have a legal background.
What matters most is your ability to listen, communicate, follow a process, get the details right, and make sure every opportunity receives the right next step.
Benefits
Why Join Us
The Client Intake Specialist plays an important role in the firm's growth and client experience.
The Client Intake Specialist plays an important role in the firm's growth and client experience.
Every new opportunity starts here.
That means the work you do directly affects whether a prospective client gets connected with the right person, whether a qualified consultation gets booked, and whether the attorney receives a prospect who is actually prepared for the conversation.
You'll have clear standards, defined processes, supportive leadership, and the training needed to become highly confident in the role.
You'll also have enough variety to keep the day moving. You're not simply answering the same question over and over—you're talking with different people, handling different situations, managing different stages of the intake process, and helping move each opportunity toward the right outcome.
At Jimerson Birr, we value commitment to service, quality, and results. In this role, that means responding quickly, treating every prospective client with professionalism, capturing information accurately, following through on commitments, and making sure nothing falls through the cracks.
If you take pride in being the person who gets the details right, follows through, and creates a great first impression, this could be a great fit.
Skills
Customer Service
