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Job Description:
We are seeking a motivated Intake Specialist to join Job Duck and support a fast-paced personal injury law practice. In this role, you will be the first point of contact for potential clients, ensuring every inquiry is handled with urgency, empathy, and professionalism. You will guide individuals through the intake process, screen cases for qualification, and maintain accurate records in Smart Advocate.
This position is ideal for someone who thrives in a client-facing environment, excels at communication, and enjoys building trust while managing multiple priorities. Candidates who are detail-oriented, reliable, and personable will find this role both rewarding and impactful.
Responsibilities include, but are not limited to:
Maintain and update CRM (Smart Advocate) with accurate notes and all critical case details.
Conduct daily outbound follow-up calls with prospective clients to maintain engagement.
Manage after-hours intake and escalate urgent or critical cases to attorneys as needed.
Respond to all new leads within 30 minutes, including calls, web form submissions, and referrals.
Manage CRM data and ensure all client records are accurate, complete, and up to date.
Guide potential clients through the intake process, ensuring a smooth and professional experience.
Screen cases based on qualification criteria (e.g., injury type, third-party involvement, etc.).
Send and confirm fee agreements for all qualified leads in a timely manner.
Act as backup for reception by answering incoming calls and directing inquiries appropriately.
Requirements:
2-3 years of experience working as an Intake Specialist
Previous experience in a personal injury law firm, or a strong understanding of personal injury terms, is preferred
Expected call volume: 45 calls per day
CRM: Smart Advocate
Customer-Focused Mindset – You prioritize client experience by ensuring every interaction makes the client feel heard, supported, and valued.
Persuasive Verbal and Written Communication – You communicate with clarity and confidence, building trust and guiding clients toward informed decisions.
Professional Phone Etiquette – You maintain a professional tone, effectively lead conversations, and ensure positive call outcomes.
Objection Handling & Follow-Up – You address concerns thoughtfully, overcome objections, and follow through consistently to drive results.
Closing Confidence – You secure signed fee agreements with clarity, professionalism, and a sense of urgency.
Strong Planning and Prioritization – You effectively prioritize tasks and identify high-impact activities.
Excellent Time Management – You work efficiently, respond promptly, and maximize productivity throughout the day.
CRM and Workflow Accuracy – You utilize tools such as Smart Advocate to maintain organized, accurate, and up-to-date records.
Detail-Oriented and Accurate – You ensure all client interactions and data entries are complete and precise.
Empathetic and Relatable – You build genuine connections with clients while maintaining professional boundaries.
Trustworthy and Discreet – You handle sensitive information with integrity and confidentiality.
Reliable and Consistent – You demonstrate dependability and maintain high performance standards daily.
Coachable and Growth-Oriented – You welcome feedback and continuously seek opportunities for improvement.
High Sense of Urgency – You act quickly and decisively, recognizing the importance of timely responses.
Resilient and Positive – You maintain a positive attitude and adapt well in challenging situations.
Goal-Oriented – You are driven by performance metrics, KPIs, and measurable outcomes.
Work Shift:
8:30 AM - 5:30 PM [EST][EDT] (United States of America)Languages:
English, SpanishReady to dive in? Apply now and make sure to follow all the instructions!
Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.
Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.
