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 DoingClient IntakeAnswer incoming calls and enquiriesSpeak with prospective clients and understand what they needAsk the right questions to properly qualify enquiriesDetermine whether the firm's services are appropriateCollect relevant information from prospective clientsRecord and organise intake informationSchedule consultations and follow-up callsPass qualified matters to the attorney when appropriateRefer unsuitable enquiries to the appropriate attorney or professionalClient RelationsYou'll also work with existing clients and referral partners.This includes:Answering client questions where appropriateFollowing up with existing clientsKeeping clients updatedMaking sure clients know what happens nextBuilding good relationships with referral partnersChecking in with clients to understand how things are goingIdentifying areas where the client experience could be improvedEscalating issues that genuinely require the attorney's attentionThe 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 ProcessThe current intake process needs to be developed and properly structured.The successful candidate will have the opportunity to:Help design a clear intake processBuild systems for handling new enquiriesCreate procedures and checklistsImprove how information is collectedDocument the firm's intake proceduresIdentify gaps in the current processHelp train future junior team membersEventually take ownership of the intake functionThis means the role could grow considerably for the right person.What We're Looking ForPrevious experience in a law firm is strongly preferred, particularly experience with:Legal intakeLegal receptionClient onboardingLaw firm administrationClient servicesLead qualificationScheduling consultationsManaging incoming enquiriesYou 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 MattersConfidence 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 phoneFriendly and approachableProfessionalA good listenerComfortable asking questionsIntelligent and curiousCalm when they don't immediately know the answerGood at thinking on their feetComfortable learning a new area of lawAble to make sensible decisions about what needs to be escalatedYou 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 LikeThe 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 ReferYou'll also help build the systems behind this process so that the firm can eventually bring additional junior staff into the intake function.SystemsThe firm currently uses:ClioHubSpotQuickBooks OnlineMicrosoft TeamsOneDriveExperience with Clio would be particularly useful, although training can be provided to someone with the right background.GrowthThere 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 bonusNO TRACKER. NO PROBLEMWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Legal Client Services & Intake Specialist

Emma

Responsibilities

Skills wanted:

Language(s) required:

About Assist World:

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Admin access needed