[Hiring] Intake Specialist @Paired

Role Description

We’re looking for an Intake Specialist who can respond quickly, listen carefully, and guide prospective clients toward the right next step—whether that’s a scheduled consultation, an urgent retainer, or a referral to another resource.

• Answer inbound calls and promptly call back new leads, prioritizing urgent and website inquiries.
• Ask questions to understand each prospective client’s situation and determine whether the firm can assist.
• Explain consultation fees and schedule consultations with attorneys.
• Handle urgent inquiries involving recent arrests, warrants, and detentions; explain applicable retainer fees and collect payments over the phone when needed.
• Keep lead information, call notes, and follow-up tasks accurate in the CRM.
• Refer or redirect matters the firm cannot handle.
• Route calls from current clients, courts, and internal teams to the appropriate person.
• Support intake across phone, web, text, and other assigned channels.
• Follow intake procedures while using sound judgment during sensitive conversations.

Qualifications

• Experience in intake, a call center, sales, or customer service.
• Strong phone skills and the ability to listen, build rapport, and keep conversations focused.
• Good judgment and confidence in applying eligibility and fee guidelines.
• Comfort using several systems at once while speaking with a caller and taking accurate notes.
• Discretion when handling confidential or sensitive information.
• Availability for rotating shifts, including early mornings, evenings, weekends, and holidays.
• Professional English communication skills.
• Bilingual fluency in English and Spanish, or another language commonly spoken by clients.
• Experience closing or collecting payments over the phone.
• Familiarity with Lawmatics, Clio, Dialpad, or Slack.
• Previous experience in a law firm or legal intake team.

Benefits

• Competitive salary (USD)
• Work From Home
• Flexible hours