Client Intake Specialist

Description

SUMMARY

Purpose:

Serve as the first point of contact for people seeking legal help by handling inquiries with empathy, accuracy, and urgency so qualified prospects move quickly toward becoming clients.

Mission:

Answer, screen, and follow up on inbound leads so every potential client feels heard, understood, and guided into the right next step with the firm.

Get It, Want It, Capacity (GWC):

Understands the role, wants the responsibility, and has the skills, time, and energy to execute it at a high level.

Possess a comprehensive understanding of the role's intricacies, its significance, and its specific responsibilities.

Core Values (HECTOR):

Hungry: We are hungry. We take on tough challenges finding a way to win.

Execute: We take action with urgency and passion. 

Compassion: We care for and respect our clients and our team members. 

Team Over Self: We advance the team over self, we succeed or fail together. 

Ownership: We take responsibility for all results. 

Do the RIGHT thing: We do the right thing, every time.  

Most Critical Outcome (MCO):

Qualified leads are handled promptly, screened accurately, and moved to attorney consults or sign-ups with minimal delay or data errors.

Drivers & Obsessions:

These represent general focus areas that guide priorities and can evolve with company needs.

• Fast response time.
• Empathetic communication.
• Accurate data capture.
• Script adherence.
• Follow-up discipline.
• Clear consult scheduling.

To be successful in this role, the individual must be able to perform the essential duties of the role and meet the performance expectations of the seat. The requirements below represent the knowledge, skills, and abilities required.

Requirements

ESSENTIAL RESPONSIBILITIES

• Answer inbound calls, texts, chats, and web leads from prospective clients.
• Use firm scripts to gather accurate case details and assess legal fit.
• Schedule attorney consultations and follow up on missed or incomplete leads.
• Enter and maintain lead data in the CRM accurately.
• Communicate clearly with attorneys and the Intake Team Lead about lead status.
• Represent the firm with professionalism, compassion, and integrity.

QUALIFICATIONS & PROFICIENCIES

• High school diploma 
• 1+years' experience handling high-volume phone, chat, or lead intake in a professional environment.
• Demonstrated ability to coach peers and model strong performance.
• Strong attention to detail and data accuracy.
• Comfortable using CRM systems and call platforms.
• Ability to stay calm, organized, and positive in a fast-paced environment.
• Bilingual (English/Spanish) preferred but not required.
• Deep alignment with McCraw Law Group’s Core Values (HECTOR).
• A commitment to maintaining a positive office environment and strict adherence to the firm's "Zero Tolerance" policy regarding office gossip, drama, or behavior that negatively affects office morale or individual employees.