About Sussman Law Firm, PLLC
Sussman Law Firm, PLLC is located in Charlotte, North Carolina, and offers legal services primarily in the areas of family and immigration law. However, we also handle a variety of other matters. We are not your typical law firm. We are poised for aggressive growth, and we are seeking a detail-oriented and creative Bilingual Intake Specialist who can hit the ground running to support our prospective client intake efforts.
Our Culture
At Sussman Law Firm, PLLC, we believe great work starts with a strong team. We foster an environment where employees are empowered to make a real impact in clients’ lives every day.
We value accountability, ownership, and collaboration. Every team member—regardless of role—is respected, supported, and encouraged to grow professionally and personally.
This is a high-performance environment. We work hard, hold ourselves to high standards, and take pride in doing things the right way. The work is challenging—but it is also meaningful, rewarding, and growth-oriented. If you are looking for a role where you will be pushed to grow, supported by a strong team, and make a difference in people’s lives, you will fit right in.
If you are hired, you will be part of a wonderful team of people who work hard to get the job done right the first time and take pride in the work that they do. You will be part of a team that is rewarded for their hard work. Is this going to be an easy job? No. It might be the biggest challenge of your life. However, it is our belief that anything really great is worth working hard for and that our greatest growth comes from our biggest challenges. You will be challenged as a Bilingual Intake Specialist, but you will grow, create new experiences, and have fun along the way. More importantly, you will find great joy in helping people find solutions in the areas of their lives that matter most!
The Job
The Bilingual Intake Specialist serves as the first point of contact for prospective clients and plays a vital role in qualifying and scheduling initial consultations for the Firm. This position requires excellent communication skills, professionalism, attention to detail, and the ability to gather accurate information while demonstrating empathy and discretion. As a trusted initial connection, the Intake Specialist ensures that all prospective clients feel heard, respected, and supported during every interaction. This role is ideal for a compassionate, detail-oriented professional who thrives in client-facing environments and can offer reassurance and clarity when individuals feel overwhelmed.
This position follows a Monday through Friday schedule from 11:00 PM to 8:00 PM Eastern Time, supporting the Firm's extended client service hours and ensuring prospective clients receive timely assistance during afternoons and evenings.
Key Responsibilities
- Answer incoming calls, emails, and website inquiries from prospective clients.
. Conduct structured intake interviews to gather relevant case information.
- Evaluate potential matters based on Firm criteria and practice area guidelines.
- Clearly explain the Firm’s services and next steps.
- Schedule consultations with Attorneys or Solutions Specialists as appropriate.
- Accurately enter client and case information into the case management system.
- Maintain detailed notes of all communications.
- Track intake metrics and initial consultation conversion rates.
- Collect pre-payments of initial consultation fees from prospective clients.
- Maintain confidentiality of sensitive client information.
- Follow up with prospective clients as directed.
- Gather data and update reports.
- Other duties as assigned.
Required Qualifications
- Fluent in English and Spanish.
- High school diploma or equivalent.
. Prior experience in a call center, client services, or customer-facing role.
- Strong verbal and written communication skills.
- Excellent organizational and time management skills.
- Ability to handle sensitive conversations with professionalism and empathy.
- Proficiency with Microsoft Office, Customer Relationship Management systems, or similar software.
Key Success Factors
- Decision-making confidence with incomplete information.
- Emotional intelligence under pressure.
- Conversion-oriented mindset.
- Systems thinking and process optimization.
- Resilience and consistency in high-volume environments.
Compensation starting at $1,040/month, depending on experience
