Overview:
The Intake Specialist handles the Firm’s initial contact with potential new clients. The primary functions are to (1) qualify and screen leads for type of law and conflict of interest, (2) initiate the pre-engagement glidepath, and (3) ensure all leads are properly directed through the intake funnel.
Authority:
The Intake Specialist may work with a designated assistant or the receptionist to scheduling prospective new clients for initial consultations and making 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.
Responsibilities:
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).
Initiates 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.
Prepares salesperson with all the information needed for a successful conversation/consultation.
Prepares engagement agreements and follows 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 that do not sign up after their initial consultation to keep the door open for them to come in when they are ready.
Update Clio Grow to track incoming calls, leads qualified, consultations scheduled, referral sources, and other key metrics.
Education & Experience Requested
Prior customer service experience required.
Prior Legal Industry experience required.
Education and/or work experience equivalent to a bachelor’s degree.
Experience with a CRM, particularly data tracking and reporting, required.
