Intake Specialist and Receptionist

Intake Specialist and Receptionist Job Description

Reports To: Managing Attorney / Office Manager
Classification: Non-Exempt, Hourly
Work Location: On-Site – Marietta, Georgia
Schedule: Approximately 30–35 hours per week, with opportunity for full-time

employment based on business needs

Position Summary

The Intake Specialist and Receptionist serves as the first point of contact for potential and existing clients and plays a critical role in creating a positive client experience. This position is responsible for managing the client intake process, conducting preliminary screenings, gathering and documenting case information, scheduling consultations, maintaining accurate records, and providing exceptional customer service. The Intake Specialist and Receptionist works closely with attorneys and legal staff to ensure potential clients are efficiently evaluated and transitioned through the intake process while supporting daily front office operations.

Essential Functions and Responsibilities

Client Intake and Screening

• Answer and direct incoming telephone calls, emails, website inquiries, and walk-in visitors in a professional and courteous manner.
• Conduct intake interviews with potential clients to gather relevant information regarding estate planning and probate law matters.
• Perform preliminary screening of potential clients based on firm criteria and attorney guidance.
• Educate potential clients regarding the firm's services, consultation process, fees, and next steps.
• Accurately document all intake information and communications within the firm's case management and CRM systems.
• Review intake forms and supporting documentation for completeness and accuracy.

Client Follow-Up and Relationship Management

• Conduct timely follow-up communications with potential clients to encourage engagement and consultation scheduling.
• Maintain consistent communication with potential clients until a final decision is reached regarding representation.
• Develop and implement follow-up procedures designed to improve client conversion rates and overall client experience.
• Build and maintain positive relationships with potential and current clients through professional and responsive communication.

Consultation and Scheduling Management

• Schedule attorney consultations and client appointments while managing calendar availability and office logistics.
• Confirm appointments and ensure all required documentation is received prior to consultations.
• Process consultation payments and maintain accurate payment records, as applicable.
• Coordinate rescheduling requests and communicate updates to attorneys and clients as needed.

Referral Management

• Maintain relationships and communication with referral partners regarding the status of referred matters, as appropriate.
• Identify potential clients who are not a fit for the firm and facilitate referrals to outside resources or referral partners when approved.
• Maintain records of referrals received and referrals provided.

Reception and Administrative Support

• Serve as the primary receptionist by greeting clients and visitors in a professional and welcoming manner.
• Manage incoming and outgoing mail, packages, and general office correspondence.
• Maintain organized electronic and physical client files.
• Perform administrative tasks including filing, scanning, data entry, document preparation, and record maintenance.
• Assist attorneys and legal staff with administrative projects and special assignments.
• Support overall office operations to ensure efficient workflow and exceptional client service.

Data Management and Reporting

• Maintain accurate and timely records within the firm's case management, CRM, and document management systems.
• Generate periodic intake, consultation, referral, and lead conversion reports as requested by management.
• Monitor data quality and identify opportunities to improve intake processes and operational efficiency.
• Participate in continuous process improvement efforts by reviewing workflows, client feedback, and intake outcomes.

Additional Duties

• Perform other duties and responsibilities as assigned to support firm operations and client service objectives.

Qualifications

Education and Experience

• High school diploma or equivalent required.
• Associate degree, paralegal studies, business administration, or education in a related field preferred.
• Prior experience in a law firm, professional office, customer service, sales, intake, reception, or administrative role preferred.
• Experience with legal case management systems, CRM platforms, or document management software preferred.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong interviewing and information-gathering abilities.
• Exceptional customer service and phone etiquette.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Ability to learn and utilize legal software platforms such as Actionstep, Clio, or similar systems.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.

Core Competencies

• Customer Focus
• Professionalism
• Integrity and Confidentiality
• Technology Proficiency
• Active Listening
• Communication Skills
• Time Management
• Organization and Planning
• Attention to Detail
• Adaptability
• Problem Solving

Physical Requirements

• Prolonged periods of sitting, standing, and working at a computer.
• Frequent use of telephone, computer, and standard office equipment.
• Ability to occasionally lift and carry items weighing up to 20 pounds.
• Ability to move throughout the office to assist clients and staff.

Disclaimer

Steele Law Firm is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under applicable federal, state, or local law.