Position Overview
Our boutique estate planning and probate law firm in Sugar Land is seeking an empathetic, detail-oriented, and highly responsive Client Intake Specialist. As the primary initial voice and face of our firm, you play a critical role in converting qualified prospective clients into consultations, conducting pre-screening qualifications, and guiding families through sensitive life transitions and probate processes with clarity and care.
The ideal candidate blends high-touch client service with strong administrative skills, ensuring every prospective client inquiry is handled promptly and that no potential case falls through the cracks.
Key Responsibilities
1. Prospective Client Engagement & Conversion
- Rapid Response Management: Answer inbound phone inquiries, online contact form submissions, and referrals with warmth, professionalism, and urgency.
- Consultation Booking & Pipeline Follow-Up: Guide qualified prospects through our consultative intake process, schedule initial attorney consultations, and conduct structured follow-up calls to ensure high consultation show-rates and signed representation agreements.
- Agreement Delivery: Prepare, send, and follow up on engagement letters and initial client fee agreements.
2. Matter Screening & Intake Qualification
- Pre-Screening: Conduct thorough discovery interviews using firm intake questionnaires to determine whether potential matters align with our practice areas (primarily Estate Planning and Probate).
- Rejection & Referrals: Compassionately decline or refer matters that fall outside the firm's scope or geographical focus, maintaining goodwill in the local community.
- Information Gathering: Collecting initial information and sending questionnaires to collect key asset information, family structure, and statutory background data ahead of initial strategy sessions to maximize attorney consultation efficiency.
3. Operational Standards & SLA Compliance
- Answer all calls: If at all possible, answer all calls immediately.
- 2-Hour Processing Window: If you must miss a call and a back-up intake person is not available, call back as well as process all new inbound leads, contact form submissions, and consultation requests within two hours during standard business hours.
- Persistent Follow-Up: Maintain an active, systematic follow-up cadence with prospective clients until a decision is made or the matter is formally closed.
- Proactive Attorney Escalation: Follow up consistently with the Managing Attorney (and the Attorney who met with the client) on pending consult approvals or special intake reviews to ensure seamless case workflow and that nothing falls through the cracks.
4. Departmental Systems Management
- CRM & Case Management: Accurately log all lead interactions, consultation notes, referral sources, and conversion pipeline statuses into the firm’s legal case management system daily.
Qualifications & Experience
- Experience: Minimum 2–4 years of client intake, sales, or high-touch customer service experience, ideally in a law firm or professional services setting.
- Communication Skills: Exceptional verbal and written communication skills; ability to convey empathy during emotional life events (e.g., family grief or estate planning anxiety) while remaining structured and professional.
- Tech Savvy: Proficiency with legal CRM/practice management software (e.g., LEAP, Clio), Microsoft Office 365, and electronic document signing platforms (e.g., DocuSign).
- Mindset: Highly organized, proactive, able to handle calls with patience and kindness, empathetic, and self-accountable with an urgency-driven mindset toward closing leads and completing tasks.
Compensation & Benefits
- Base Pay: Competitive hourly rate based on experience; non-exempt position.
- Discretionary Bonus: Participation in the Firm’s Discretionary Quarterly Bonus Program based on firm financial performance and individual job excellence.
- Benefits: Paid Time Off (PTO), paid holidays, professional development, and retirement/health benefits.
Benefits:
- 401(k)
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 2 years (Preferred)
- Legal administrative: 2 years (Required)
- Client services: 2 years (Required)
Work Location: In person
