Intake Specialist (Bilingual – English/Spanish)
Department: Intake / Client Services
Location: Guadalajara, Jalisco or Tijuana, Baja California, Mexico
Work Setup: Onsite
Employment Type: Full-Time
About Us
At Legal Management Group, we are the exclusive talent acquisition and management partner for Farahi Law Firm, one of California's fastest-growing personal injury law firms. As our organization continues to expand across the United States, Mexico, and the Philippines, we are looking for dedicated professionals who are passionate about delivering exceptional client experiences.
Our team plays a critical role in helping individuals during some of the most challenging moments of their lives. We believe every client deserves compassion, professionalism, and outstanding service from the very first interaction.
Why This Role Matters
As an Intake Specialist, you will be the first point of contact for potential clients seeking legal assistance after an accident or injury. Your ability to build trust, gather accurate information, and provide a positive first impression will directly impact each client's experience and the firm's continued success.
This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, communicates confidently in both English and Spanish, and is passionate about delivering exceptional customer service.
Key Responsibilities
- Answer inbound calls, emails, and other inquiries from prospective clients in a professional and empathetic manner.
- Conduct initial intake interviews to understand each client's situation and determine their legal needs.
- Guide qualified clients through the intake and sign-up process.
- Collect, verify, and accurately document client information while maintaining attention to detail.
- Prepare and process intake documentation according to firm procedures.
- Ensure all required forms and agreements are properly completed and filed.
- Maintain accurate records within the firm's case management system.
- Provide outstanding customer service while handling sensitive or emotional conversations.
- Follow up with prospective clients when appropriate.
- Assist with client feedback and reputation management initiatives.
- Build positive relationships with referral sources and internal teams.
- Protect client confidentiality and comply with all firm policies.
- Perform other administrative and client service duties as assigned.
Qualifications
- Fluent in both English and Spanish (written and verbal).
- 3–4 years of experience in Customer Service, Client Support, Intake, Call Center, Hospitality, or a similar client-facing role.
- Excellent communication and active listening skills.
- Strong ability to build rapport and create a positive first impression.
- Ability to remain calm, empathetic, and professional in high-pressure or emotionally sensitive situations.
- Highly organized with exceptional attention to detail.
- Strong multitasking and time management skills.
- Comfortable making decisions quickly in a fast-paced environment.
- Proficient with Microsoft Office (Word and Excel) and comfortable learning new software systems.
- Experience using CRM or case management software is a plus.
- Ability to handle confidential information with professionalism and discretion.
What We Offer
- Competitive compensation paid in USD.
- Performance-based bonus opportunities.
- Stable, long-term career opportunity with a growing organization.
- Professional development and career growth opportunities.
- Collaborative, supportive, and team-oriented work environment.
- The opportunity to make a meaningful impact by helping clients during difficult moments.
