Client Intake Specialist

Department: Sales and Marketing

Employment Type: Full Time

Location: Jacksonville, Florida, Jacksonville, Florida, Hybrid

Key Responsibilities

• Respond quickly and professionally to inbound inquiries from web, phone, campaigns, and overnight queues.
• Create a positive, high-trust first impression for every prospective client.
• Listen carefully and gather accurate information during the initial conversation.
• Confirm contact information, matter details, and required permissions.
• Check existing records so returning clients and former clients are recognized appropriately.
• Complete the required conflict flag before substantive outreach.

• Follow the firms intake and qualification process consistently.
• Use the appropriate script, AI tools, and platform support for each lead source.
• Ask thoughtful questions while keeping the conversation natural and professional.
• Evaluate prospective clients against the firms Ideal Client Profile and matter-fit standards.
• Accurately categorize opportunities according to established qualification criteria.
• Apply disqualification standards consistently and route declined opportunities to the appropriate destination.
• Escalate borderline situations rather than guessing.

• Convert qualified opportunities into scheduled consultations.
• Book consultations during the intake conversation whenever possible.
• Match qualified prospects with the appropriate consultation path and closer.
• Provide clear information about the consultation, including timing, expectations, documents, and next steps.
• Complete warm transfers to on-call closers when appropriate.
• Ensure the information needed by the next person in the process is complete and accurate.

• Send consultation confirmations promptly.
• Execute the appropriate pre-consultation communication and nurture sequence.
• Gather and organize relevant information and documents.
• Prepare the closer with a clear picture of the prospect and their matter before the consultation.
• Reconfirm upcoming consultations and help prevent avoidable no-shows.
• Rebook prospects when appropriate rather than allowing an opportunity to disappear.

• Follow up with prospective clients who have not responded or completed the next step.
• Conduct scheduled chase calls and follow-up outreach.
• Document the reason when an opportunity is lost or does not move forward.
• Identify recurring patterns in non-engagement or lack of fit.
• Communicate meaningful patterns to the Client Onboarding team and Demand team.

Skills, Knowledge and Expertise

• Experience in client intake, customer service, administrative support, inside sales, call center, legal intake, or a similar client-facing role.
• Excellent verbal communication and active listening skills.
• The ability to build rapport quickly with people youve never spoken with before.
• Strong attention to detail and accuracy.
• The ability to follow established processes, scripts, and qualification standards consistently.
• Comfort working with technology, CRM systems, scheduling platforms, AI-assisted tools, and other digital systems.
• Strong organizational and time-management skills.
• The ability to manage multiple priorities while maintaining accuracy.
• Good judgment about when to follow the established process and when to escalate an issue.
• Professionalism and discretion when handling confidential client and prospective-client information.
• A calm, composed approach when conversations become difficult or emotionally charged.
• A willingness to learn, accept coaching, and become highly knowledgeable about the firms intake process.
• Reliable follow-through and a strong sense of personal accountability.

Benefits