The Legal Intake Specialist serves as the first point of contact for prospective clients, managing the complete intake journey from the initial inquiry through consultation scheduling or lead disqualification.
This is a consultative sales role, not simply a customer service or message-taking position. Unlike many legal practices that offer complimentary consultations, this firm offers paid legal consultations, requiring the Intake Specialist to confidently communicate the value of meeting with an attorney and convert qualified inbound inquiries into scheduled consultations.
Leads originate from multiple marketing channels, including phone calls, AI reception services, website forms, and digital marketing campaigns. The ideal candidate is compassionate, emotionally intelligent, highly organized, and confident handling sensitive conversations in fluent English while documenting every interaction accurately within the firm's CRM.
Success in this role depends on balancing empathy with consultative selling, building trust quickly, handling objections professionally, and ensuring every qualified prospect feels confident they have reached the right legal team.
Monitor all inbound leads and respond within established service level expectations.
Ensure business-hour inquiries receive responses within required response-time standards.
Review after-hours AI receptionist messages before the start of each business day.
Contact prospective clients through:
Re-engage dormant leads from previous outreach campaigns.
Personally follow up with prospects enrolled in automated marketing campaigns.
Execute consistent, professional follow-up until each lead is converted or appropriately disqualified.
Conduct discovery conversations to understand each prospective client's:
Build trust and rapport quickly.
Clearly explain the value of scheduling a paid legal consultation.
Apply consultative questioning techniques to uncover client needs.
Determine whether each matter aligns with the firm's ideal client profile.
Demonstrate empathy and emotional intelligence throughout sensitive conversations.
Professionally handle objections related to:
Schedule qualified prospects for paid legal consultations.
Document every client interaction within the CRM.
Record:
Capture important qualitative information, including:
Recommend qualified opportunities for attorney review.
Properly document disqualified leads and supporting rationale.
Maintain an accurate, real-time intake pipeline.
Coordinate consultation scheduling through the firm's CRM platform.
Communicate with attorneys, paralegals, and legal staff through internal communication platforms.
Escalate urgent or high-priority matters immediately.
Deliver weekly intake summaries, including:
Share recurring client objections, frequently asked questions, and observations regarding lead quality.
Contribute to continuous process improvement initiatives.
C1–C2 level spoken English with a warm, natural, and professional communication style, including the ability to think and communicate confidently during live conversations.
Demonstrated experience in consultative sales, appointment setting, or objection handling, with a proven ability to convert inbound inquiries into paid consultations or services.
Previous experience in customer-facing roles requiring empathy, emotional intelligence, and trust-building.
Experience working in one or more of the following industries:
Excellent written communication skills.
Strong organizational and documentation abilities.
Ability to manage a high volume of inbound leads while maintaining accuracy and responsiveness.
Self-motivated with excellent accountability and time management.
Comfortable learning and navigating CRM and legal technology platforms.
Experience using AI tools such as ChatGPT or Claude to improve productivity, documentation, and communication workflows.
Previous legal intake or law firm experience.
Experience using legal CRM platforms such as:
Familiarity with family law matters, including:
Experience using AI receptionist platforms such as Smith AI or similar.
Bilingual in English and Spanish.
Throughout a typical week, the Legal Intake Specialist will:
Performance will be evaluated based on:
This role works closely with:
Performance and professional development are continuously supported through The Virtual HR Department™.
During the first month, the team member will:
Receive access to all required systems and communication platforms.
Complete training on the firm's practice areas.
Review intake SOPs, scripts, and call frameworks.
Shadow live intake calls.
Begin managing leads under supervision.
Build a personalized objection-handling guide.
Participate in role-playing exercises to simulate paid consultation conversations.
Participate in weekly call reviews focused on:
The team member will begin taking ownership of:
Independently managing inbound leads.
Lead re-engagement campaigns.
Assisting with the development and refinement of intake SOPs.
Weekly intake reporting.
Identifying workflow improvement opportunities.
Participating in bi-weekly performance reviews focused on:
By the end of the onboarding period, the team member should independently manage:
The team member will also fully integrate into the firm's intake operations while continuing to receive coaching and professional development through The Virtual HR Department™.
This is a fully remote position.
Candidates must have:
Our client is a Florida-based virtual family law firm specializing exclusively in divorce and paternity matters. The firm operates with a fully distributed team of attorneys and legal professionals serving clients throughout the state.
The organization has built a strong digital presence and generates qualified leads through multiple digital marketing channels, including:
The firm's culture is built around empathy, transparency, and exceptional client service. Every interaction is designed to provide compassionate guidance while helping clients navigate emotionally challenging legal situations.
The intake department serves as the first impression of the firm and plays a critical role in building trust with prospective clients while ensuring qualified leads receive timely and professional guidance.
The organization values:
As the firm continues to grow, it is investing in scalable intake systems, technology, and operational processes to ensure every prospective client receives a consistent, high-quality experience from their very first interaction.
remote
full-time
Sales
August 11, 2026
Apply now and take the next step in your career journey.