[Hiring] Intake Specialist @corviaconsulting

Role Description

We are seeking a personable, motivated, and results-driven Intake Specialist to serve as the first point of contact for prospective clients interested in pursuing personal injury claims. This role focuses primarily on handling inbound calls and live transfers from marketing partners, qualifying potential clients, building trust, and converting qualified leads into signed cases.

The ideal candidate has excellent communication skills, a warm and professional phone presence, and the ability to guide conversations toward a successful outcome. This is a conversion-focused position where responsiveness, empathy, and persistent follow-up are essential. Previous legal experience is helpful but not required, as comprehensive training will be provided.

Key Responsibilities

• Answer inbound calls and live transfers from marketing partners and the intake team within 12 seconds.
• Evaluate prospective clients against the firm's personal injury intake criteria to determine case eligibility.
• Build rapport and establish trust with potential clients through warm, empathetic, and professional communication.
• Convert qualified leads into signed clients by obtaining retainer agreements during the initial call whenever possible, with a particular focus on automobile accident cases.
• Follow up consistently with qualified leads until a definitive decision is reached.
• Accurately document all calls, communications, lead sources, and outcomes in Lead Docket.
• Refer prospective clients who do not meet the firm's criteria according to established referral procedures.
• Handle after-hours, overnight, and weekend calls from start to finish during assigned shifts.
• Coordinate with other intake team members and overflow services to ensure all prospective clients receive timely assistance.
• Follow established intake scripts, call procedures, and escalation guidelines.
• Maintain a working knowledge of the firm's services, practice areas, and intake requirements.

Schedule & Coverage

• Full-time position, 40 hours per week.
• Assigned eight-hour shifts with a one-hour break.
• Part of a 24/7 intake operation, with shifts potentially scheduled during weekdays, evenings, overnight hours, or weekends.
• Work hours may vary depending on coverage needs and will be assigned by management.
• All shifts operate according to U.S. time zones.
• Reliable attendance and availability during the assigned shift are essential.
• Time and attendance are tracked through Time Doctor.

Language Requirements

• Fluency in both English and Spanish is required for all shifts, except the weekday overnight shift.
• The weekday overnight shift (U.S. midnight through dawn) requires English fluency only.

Qualifications

• Fluent, confident spoken English with excellent verbal communication skills and a professional phone presence.
• Spanish fluency is required for all shifts except the weekday overnight shift.
• Strong customer service, sales, or client-facing experience.
• Ability to establish rapport quickly, build trust, and guide conversations toward a decision.
• Strong listening, problem-solving, and interpersonal skills.
• Ability to manage multiple calls and follow-up tasks while maintaining accuracy.
• Comfortable learning and using phone systems, electronic signature platforms, time-tracking software, and CRM systems.
• Strong data entry skills and attention to detail.
• Ability to work independently in a remote environment.
• Reliable high-speed internet, a headset, and a quiet, dedicated home workspace.
• Availability to work assigned shifts, including evenings, overnight hours, or weekends in U.S. time zones.
• Willingness to complete a background check, where feasible.

Preferred Qualifications

• Previous experience in personal injury intake or working with a personal injury law firm.
• Demonstrated success converting prospective clients into signed retainers or agreements.
• Previous sales, telemarketing, call center, or customer service experience.
• Legal education or a law degree from the candidate's home jurisdiction.
• Familiarity with Lead Docket or similar legal case management and CRM platforms.

Performance Expectations & Measures of Success

• Success in this role will be measured by both client conversion and the accuracy and quality of intake documentation.
• Key performance indicators include:
• Lead Conversion: Number and percentage of qualified leads converted into signed cases, tracked as both a raw count and conversion rate.
• Response Time: Answering inbound calls and live transfers within 12 seconds and completing callbacks within established timeframes.
• Documentation Accuracy: Ensuring every interaction is properly recorded in Lead Docket with the correct lead source, communication channel, and outcome.
• Follow-Up Consistency: Maintaining timely and persistent follow-up with qualified leads until a definitive yes or no is received.
• Client Experience: Providing prospective clients with a professional, empathetic, and helpful intake experience.

Training & Reporting Structure

• The Intake Specialist will complete a structured training program covering the firm's intake procedures, call scripts, qualification criteria, systems, and practice areas.
• This position reports directly to the Intake Lead and works as part of a 24/7 intake team alongside colleagues on complementary shifts and the after-hours overflow service.
• The role also collaborates with the firm's marketing and operations teams to support lead management, call routing, and conversion efforts.

Compensation

This position offers a competitive hourly base rate plus commission bonuses for every successfully signed case.