[Hiring] Global Intake Specialist @Crisp Recruit

Role Description

As our first Global Intake Specialist, you will be the welcoming voice of The Law Offices of Gonzalez & Associates, charged with the critical role of converting potential clients into enduring partners. Your responsibilities will extend beyond preliminary information gathering, emphasizing relationship-building and providing a premium client experience from the first interaction. You will be integral in ensuring that prospective clients choose our firm to represent them across personal and legal challenges, ultimately supporting their journey towards resolution and relief.

• Client Intake: Serve as the primary point of contact for prospective clients, conducting initial intake conversations via phone and messaging applications while delivering a high-touch, empathetic experience in both English and Spanish. Build rapport quickly, listen actively, ask thoughtful follow-up questions, and make prospective clients feel heard and confident in the firm.
• Lead Conversion: Use a consultative, relationship-based sales approach to convert qualified leads into signed clients, persuasively communicating the firm’s value while building trust and confidence without relying on high-pressure sales tactics.
• Expectation Management: Clearly communicate the firm's intake process, manage prospective client expectations, and ensure they understand what to expect next.
• Information Gathering: Gather and document essential client information through natural conversation, identifying key facts, asking relevant follow-up questions, and moving beyond simply reading from a script. Transfer qualified matters to the appropriate attorney or team member as needed.
• Later-Hour Coverage: Provide intake support later in the day to connect with prospective clients who may be unavailable during traditional business hours, with openness to occasional weekend coverage as needed.
• Technology Utilization: Utilize RingCentral, messaging applications, and other firm platforms to communicate with prospective clients, maintain accurate information, and coordinate with internal team members.
• Additional Team Support: When intake volume allows, assist with select intake-adjacent or early case-support tasks, such as opening claims, as directed by the team.

Qualifications

• Bilingual Proficiency: Must be fluent in English and Spanish, capable of speaking, reading, and writing in both languages effectively.
• Customer Service Focus: Demonstrated experience providing empathetic, client-centered service with the ability to build rapport quickly, listen actively, manage expectations, and create a premium one-on-one client experience. Call center and other high-volume customer-facing backgrounds are welcome.
• Sales Experience: Ability to use a consultative, relationship-based sales approach to build trust and convert qualified leads, ideally with experience in professional services, customer-facing sales, or a similar environment. Candidates should be persuasive without being overly aggressive or transactional.
• Remote Work Readiness: Comfortable working remotely while maintaining consistent availability, responsiveness, and effective collaboration during the firm’s preferred later-day working hours. Must be highly computer literate and have access to a reliable computer, strong internet connection, and the ability to effectively use digital communication tools and platforms.
• Legal Intake Insight: Experience in legal intake, personal injury, automobile insurance, insurance claims, or case management is a strong plus, but not required. Exceptional customer service, communication, and sales ability are more important than substantive legal experience.
• Communication Skills: Strong phone presence with the ability to communicate naturally and professionally, ask thoughtful questions, understand what prospective clients are saying, and explain information clearly in both English and Spanish.

Benefits

• Meaningful Client Impact: Play an important role in shaping the prospective client experience, helping people feel heard, supported, and confident in the firm from their very first interaction.
• Autonomous Environment: Work with clear expectations while taking ownership of your responsibilities and operating independently within the firm’s intake process.
• Stable Team Environment: Join an established team where employees tend to stay long term, with opportunities to learn, develop your skills, and become an integrated member of the firm.
• Opportunity to Grow Your Skills: Gain experience working with a U.S.-based law firm while developing your capabilities in client service, legal intake, communication, and relationship-based sales.