Position Overview:

The Intake Specialist is responsible for managing the initial stages of the client journey—from first contact through to a scheduled consultation and appropriate follow-up. This role involves direct communication with potential clients, assessing their needs, and ensuring timely follow-up and coordination across departments. You’ll be instrumental in making sure every new client feels heard, supported, and confident in their choice to work with us.

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Key Responsibilities:

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• Serve as the first point of contact for all new and potential clients
• Triage incoming leads and schedule appointments based on client needs
• Manage and respond to all new client inquiries via phone, email, and CRM within     24 hours
• Maintain detailed notes and records in CRM for all client communications
• Monitor the pipeline weekly to follow up on leads
• Draft Retention Agreements for intake and other staff as needed
• Process Retention Agreements and invoicing
• Support attorneys and client service teams with scheduling and coordination
• Track and report on lead sources, conversion rates, and other key intake metrics
• Regularly participate in team meetings and contribute insights from client trends
• Identify opportunities for process improvement in the intake and onboarding journey

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Ideal Candidate Qualifications:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to show empathy and patience.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Detail-oriented and comfortable working with data and reporting.
• Proactive, self-starter attitude with a solution-oriented mindset.
• Customer service driven with a commitment to delivering an exceptional client experience.
• Familiarity with Clio or similar CRM software (preferred).

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Education & Experience:

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• High school diploma or equivalent required; bachelor's degree in business, marketing, communications, or a related field preferred.
• Previous experience in client intake, customer service, sales support, or client onboarding is highly desirable.
• Experience working in a law firm or professional services setting is a plus.

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Why Join Us?

• Supportive and collaborative team environment
• Opportunities for professional growth and development
• A mission-driven firm committed to making a difference in clients’ lives

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How to Apply:

Please send your resume and a cover email to:
Maria Page, mariapage@dillman-owen.com

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