We are looking for a Legal Intake Specialist to serve as the first point of contact for prospective clients responding to legal marketing campaigns.
This role will handle inbound calls, conduct structured intake conversations, gather case information, qualify leads, document details accurately in the CRM or case management system, and route or escalate inquiries as needed.
The ideal candidate is empathetic, detail-oriented, comfortable with high-volume phone support, and able to balance speed, accuracy, and professionalism.
Responsibilities
- Answer inbound calls from prospective legal clients in a professional and empathetic manner.
- Conduct structured intake conversations using approved scripts and qualification criteria.
- Gather accurate caller and case information, including timeline, facts, and eligibility indicators.
- Enter intake details clearly and accurately into the assigned CRM or case management system.
- Follow workflows for lead routing, escalation, follow-up, and handoff.
- Identify urgent or high-priority inquiries and escalate them as needed.
- Support follow-up activities, including outbound calls, voicemail follow-ups, email follow-ups, and status updates.
- Handle confidential caller information according to privacy and compliance requirements.
- Participate in training, coaching, QA reviews, and performance feedback.
- Adapt quickly to new campaigns, systems, process updates, and call volume changes.
Requirements
- 1-2+ years of experience in legal intake, call center, client intake, customer service, high-volume phone support, or a similar role.
- Advanced English communication skills, with the ability to support U.S.-based callers professionally.
- Strong phone handling, active listening, reading comprehension, and attention to detail.
- Ability to follow scripts while maintaining a natural, empathetic tone.
- Experience documenting detailed information accurately while speaking with callers.
- Typing speed of 40+ WPM with strong accuracy.
- Comfortable working with CRM systems, intake forms, call notes, lead statuses, and follow-up tasks.
- Comfortable with QA reviews, performance metrics, call monitoring, coaching, and attendance expectations.
- Ability to work full-time on-site in Monterrey.
- Reliable, punctual, coachable, discreet, and comfortable handling confidential information.
Nice to Have
- Experience in personal injury, mass tort, consumer protection, plaintiff-side legal intake, medical intake, insurance claims, or similar environments.
- Experience with legal CRMs or case management systems such as Lead Docket,
- Filevine, CloudLex, Litify, HubSpot, or similar platforms.
- Experience with Five9, RingCentral, Dialpad, or similar call platforms.
- Experience supporting high-volume intake campaigns or lead qualification workflows.
Sueldo: $20,000.00 - $25,000.00 la hora
Idioma:
Ubicación:
- 64710, Balcones del Carmen, N. L. (Deseable)
Lugar de trabajo: Empleo presencial
