Responsibilities:

• Serve as the initial contact for prospective clients, handling all inquiries with professionalism and empathy.
• Screen and evaluate potential cases by gathering accurate client and case details (contact information, documents, photos, etc.).
• Maintain detailed notes and rationale for all lead interactions and status updates.
• Respond promptly to client messages, calls, and emails.
• Collaborate with the team to meet client satisfaction and intake goals.
• Communicate directly with callers and government agencies to request necessary information.
• Document interactions within the Case Management System.
• Provide referrals or alternate resources to leads who do not qualify for services.

Requirements:

• Fluent in English and Spanish (required).
• Minimum 1 year of direct customer service experience; 1–2 years in intake (medical, legal, or related field) strongly preferred.
• Prior experience in a law firm intake role preferred.
• High school diploma or equivalent required.
• Strong written and verbal communication skills, with the ability to listen actively and show empathy.
• Highly detail-oriented with strong critical thinking and analytical skills.
• Ability to multi-task, manage time effectively, and handle sensitive information with discretion.
• Proficiency in data entry, recordkeeping, and computer systems/software for client management.
• Experience with case management systems (Lead Docket, GrowPath, Filevine, or similar) preferred.
• Demonstrated patience and professionalism in client interactions.