Legal Client Services & Intake Specialist

We're looking for an experienced client services professional to become the first point of contact for a small real estate law firm.

This is a combination of legal receptionist, client intake and client relations.

The main goal is to take calls and enquiries away from the attorney, properly understand what the person needs, and decide what should happen next.

You'll need to learn the firm's services, the types of matters it handles and the types of work it doesn't take on. You'll also need to understand when a potential client should be referred to another attorney or professional.

There is also an opportunity to help build a proper intake process for the firm. The current system isn't as structured as it needs to be, so someone who can improve the process and eventually help manage it will have plenty of scope to grow.

What You'll Be Doing

Client Intake

Answer incoming calls and enquiries

Speak with prospective clients and understand what they need

Ask the right questions to properly qualify enquiries

Determine whether the firm's services are appropriate

Collect relevant information from prospective clients

Record and organise intake information

Schedule consultations and follow-up calls

Pass qualified matters to the attorney when appropriate

Refer unsuitable enquiries to the appropriate attorney or professional

Client Relations

You'll also work with existing clients and referral partners.

This includes

Answering client questions where appropriate

Following up with existing clients

Keeping clients updated

Making sure clients know what happens next

Building good relationships with referral partners

Checking in with clients to understand how things are going

Identifying areas where the client experience could be improved

Escalating issues that genuinely require the attorney's attention

The aim is for clients to feel that they are speaking with someone who knows the firm and can actually help them, rather than simply someone answering the phone.

Building the Intake Process

The current intake process needs to be developed and properly structured.

The successful candidate will have the opportunity to

Help design a clear intake process

Build systems for handling new enquiries

Create procedures and checklists

Improve how information is collected

Document the firm's intake procedures

Identify gaps in the current process

Help train future junior team members

Eventually take ownership of the intake function

This means the role could grow considerably for the right person.

What We're Looking For

Previous experience in a law firm is strongly preferred, particularly experience with:

Legal intake

Legal reception

Client onboarding

Law firm administration

Client services

Lead qualification

Scheduling consultations

Managing incoming enquiries

You should be comfortable speaking to people on the phone and asking questions rather than simply taking messages.

Experience with real estate law would be particularly useful, although a strong legal intake background in another area could also work.

Personality Matters

Confidence is important for this role.

You'll be speaking with potential clients, existing clients and referral partners, so you need to be friendly and professional while being comfortable taking control of a conversation.

The right person will be

Confident on the phone

Friendly and approachable

Professional

A good listener

Comfortable asking questions

Intelligent and curious

Calm when they don't immediately know the answer

Good at thinking on their feet

Comfortable learning a new area of law

Able to make sensible decisions about what needs to be escalated

You don't need to know everything on day one. You do need to be willing to learn the business properly and become confident enough to handle conversations without immediately passing everything to the attorney.

What Success Looks Like

The goal is for the attorney to stop having to personally screen every incoming call.

Over time, you should become the person who can

Answer → Understand → Qualify → Guide → Schedule or Refer

You'll also help build the systems behind this process so that the firm can eventually bring additional junior staff into the intake function.

Systems

The firm currently uses

Clio

HubSpot

QuickBooks Online

Microsoft Teams

OneDrive

Experience with Clio would be particularly useful, although training can be provided to someone with the right background.

Growth

There is a clear opportunity for this role to grow.

Someone who can build and manage the intake process could eventually take responsibility for the function, help bring on junior team members and take on additional hours and responsibilities as the firm grows.

Why Join Assist World?

100% REMOTE

$50 birthday bonus

$200 testimonial bonus

NO TRACKER. NO PROBLEM

Important Hiring Note / Eligibility: We are a remote-first team, but due to international payment regulations, we can only hire candidates who can receive payments via Wise (SA, UK, US & PH). Before applying, please ensure Wise operates and supports local bank transfers in your country of residence/bank location.

Regrettably, we cannot proceed with applications from regions where Wise services are unavailable.