Intake Specialist — Criminal Defense Law FirmPosition Summary
We are seeking a highly motivated, professional, and compassionate Intake Specialist to join our criminal defense law firm. The Intake Specialist is often the first point of contact for prospective clients and their families, making this position critical to the firm's client experience and growth.
The ideal candidate is confident speaking with people who may be experiencing a stressful or urgent legal situation, can quickly establish trust, gathers accurate information, and effectively converts qualified prospective clients into consultations.
The successful candidate must be comfortable handling a high volume of inbound calls, responding quickly to leads, following established intake procedures, and maintaining professionalism and confidentiality at all times.
Key ResponsibilitiesClient Intake & Lead Conversion
- Answer inbound calls from prospective criminal defense clients and their family members.
- Respond promptly to calls, text messages, website inquiries, and other leads.
- Conduct structured intake interviews to obtain relevant information about the prospective client's legal matter.
- Identify the type and urgency of the criminal matter, including arrests, warrants, DWI/DUI, drug charges, assault, theft, probation violations, domestic violence, felonies, misdemeanors, and other criminal allegations.
- Determine whether the prospective client meets the firm's basic intake criteria.
- Schedule qualified prospective clients for attorney consultations.
- Follow up with leads who do not immediately schedule a consultation.
- Maintain consistent follow-up with prospective clients until the lead is converted, declined, or otherwise closed.
- Explain the firm's consultation process, availability, and general next steps without providing legal advice.
- Communicate the value and professionalism of the firm in a confident and ethical manner.
Client Communication
- Demonstrate empathy and professionalism when speaking with individuals experiencing stressful legal circumstances.
- Build rapport quickly with prospective clients and family members.
- Listen carefully and ask appropriate follow-up questions.
- Communicate clearly and confidently by telephone, text, email, and other approved communication platforms.
- Maintain a calm and reassuring demeanor when dealing with upset, anxious, or frustrated callers.
- Treat every prospective client with dignity, respect, and confidentiality.
Case Information & Documentation
- Accurately enter prospective client information into the firm's CRM/case management system.
- Document the facts provided by the caller, including:
- Name and contact information
- Date of birth
- Location
- Charges or alleged offenses
- Arrest information
- Court information
- Bond information
- Upcoming court dates
- Attorney information, if applicable
- Prior criminal history when appropriate
- How the prospective client heard about the firm
- Other information required by the firm's intake process
- Verify the accuracy and completeness of intake information.
- Properly categorize and prioritize leads based on the firm's procedures.
- Maintain accurate records of all communications and follow-up activities.
Consultation & Scheduling
- Schedule attorney consultations based on attorney availability and firm procedures.
- Confirm appointments and provide prospective clients with instructions regarding consultations.
- Send appropriate follow-up messages and reminders.
- Coordinate with attorneys and legal staff regarding new consultations.
- Notify appropriate team members of urgent matters requiring immediate attention.
Sales & Client Development
- Understand the firm's practice areas, services, consultation process, and client experience.
- Use approved scripts, decision trees, and intake procedures to consistently handle prospective clients.
- Identify opportunities to convert qualified leads into paying clients.
- Follow established procedures for discussing consultation fees and retainer processes.
- Track lead outcomes and follow-up activities.
- Work toward established intake and conversion goals.
The Intake Specialist is not expected to provide legal advice or make legal determinations. All legal questions outside the firm's approved intake procedures should be appropriately escalated to an attorney or designated staff member.
QualificationsRequired
- Excellent verbal and written communication skills.
- Professional and confident telephone presence.
- Strong listening and interpersonal skills.
- Ability to remain calm under pressure.
- Strong organizational skills and attention to detail.
- Ability to handle confidential and sensitive information.
- Ability to work in a fast-paced, high-volume environment.
- Strong computer skills and ability to learn CRM and case management software.
- Ability to follow scripts, procedures, and decision trees consistently.
- Professional appearance and demeanor.
Preferred
- Previous experience in a law firm, legal intake, legal marketing, customer service, sales, or call-center environment.
- Experience with criminal defense or personal injury law firms.
- Experience using legal CRM or case management software.
- Experience with lead conversion and appointment setting.
- Bilingual English/Spanish communication skills.
- Previous experience handling high-volume inbound calls.
Ideal Candidate
The ideal candidate is:
- Empathetic — understands that callers may be scared, embarrassed, or overwhelmed.
- Confident — can guide a caller through the intake process without sounding aggressive or pushy.
- Persuasive — understands how to communicate the firm's value and turn qualified leads into consultations.
- Organized — accurately documents every lead and follows up consistently.
- Responsive — understands that a criminal defense lead may require immediate attention.
- Professional — represents the firm exceptionally well during every interaction.
- Accountable — takes ownership of leads from the first contact through consultation scheduling.
- Coach-able — welcomes feedback and continuously improves intake performance.
Performance Expectations
The Intake Specialist will be evaluated based on measurable performance, including:
- Speed of response to new leads
- Number of calls and inquiries handled
- Intake completion rate
- Consultation scheduling rate
- Lead-to-consultation conversion rate
- Consultation-to-client conversion rate
- Follow-up completion rate
- Accuracy of CRM/case management records
- Appointment show rate
- Client/prospective-client satisfaction
- Compliance with firm intake procedures and scripts
Work Schedule
This position may require:
- Monday–Friday availability
- Occasional evenings or weekends
- Flexibility to respond to urgent criminal defense inquiries
- Availability during periods of high call volume
Compensation
Compensation will be based on experience and qualifications. The firm may offer a competitive base salary with performance-based bonuses or incentives tied to intake and conversion goals.
Confidentiality & Professional Responsibility
Because the Intake Specialist will have access to confidential information concerning prospective and existing clients, the employee must maintain strict confidentiality and comply with all applicable firm policies and legal and ethical requirements.
The Intake Specialist must never provide legal advice, make promises regarding case outcomes, or represent that the firm has agreed to represent a prospective client unless specifically authorized to do so.
How to Apply
Applicants should submit a resume and brief description of their relevant experience. Candidates selected for an interview may be asked to participate in a mock intake call to demonstrate communication, listening, professionalism, and lead-conversion skills.
Pay: $12.00 - $16.00 per hour
Work Location: In person
