Intake Representative

JOB SUMMARY

As an Intake Representative, you'll conduct lead follow‑up, complete intake calls, and accurately document prospective client information using established processes and scripts, supporting initial case evaluation and timely case progression with guidance.

JOB RESPONSIBILITIES

Lead Management & Prioritization – Manage assigned leads according to firm guidelines; conduct timely outreach and follow‑ups, maintain an organized pending list, and advance or close leads as directed.

Client Contact & Communication – Serve as initial contact for prospective clients; communicate professionally and confidentially across approved channels using approved scripts and messaging standards.

Intake & Case Evaluation – Conduct intake calls using approved scripts to gather required information and perform initial eligibility screening based on firm‑defined criteria, escalating questions as needed.

Documentation & Systems – Enter required intake information in real time within case management and communication systems while maintaining data accuracy.

Escalation & Support – Identify intake issues, documentation gaps, or client concerns and escalate them appropriately in accordance with established procedures.

Performance & Accountability – Meet baseline performance expectations for response time, call volume, call quality, and conversion rates with regular guidance and adherence to established workflows.

Qualifications

REQUIRED QUALIFICATIONS

Education/Experience

High school diploma or equivalent

1+ years of experience in customer service, call center, or similar client-facing roles.

Knowledge/Skills/Abilities

Clear, professional verbal communication skills and ability to follow scripts and instructions.

Strong organization skills with the ability to manage multiple tasks and follow up reliably.

Attention to detail and commitment to accurate documentation.

Ability to follow established processes and escalate questions or issues appropriately.

Reliable, team-oriented, and focused on delivering a positive client experience.

Comfort using computer systems to enter information accurately in real time.

Proficiency working in Microsoft applications.

Bilingual - Spanish/English

PREFERRED QUALIFICATIONS

Familiarity with personal injury or similar legal services.

Experience handling high-volume inbound or outbound phone calls.

Ability to remain calm and professional in time-sensitive or emotionally charged situations.

Familiarity with CRM, case management, or other documentation systems.