Intake Specialist

Are you ready to be the welcoming face and voice of a pioneering law firm?

Do you excel in connecting people with the legal expertise they need while working independently?

Can you handle high call volumes with grace and ensure potential clients feel valued and heard?

Are you driven to make a meaningful impact in an underserved community?

• Please do not reach out through our website's contact information (telephone, email, or web chat) or via direct messaging on any social media platform.

At The Nice Law Firm, we believe in The Power of Nice Law - resolving issues through respectful dialogue, honest communication, and professionalism while remaining client-focused and results-driven.

Our core values guide how we work every day:

• Integrity: Keep our word and the promises we make.
• No Shortcuts: Take a long-term approach to short-term challenges.
• Ownership: Lead from where you are and take responsibility for your role.
• Planning: Develop a plan, communicate it, and execute effectively.
• Professionalism: Show up as your best self every day.
• Team First: Put the good of the team and firm ahead of ego or personal agenda.
• Timeliness: Act, advise, research, respond, and follow through on time or early.

• →Primary Contact: Serve as the first point of contact, managing approximately 25–30 inbound calls daily from across Indiana.
• →Triage and Matchmaking: Use critical thinking to direct callers based on territory and legal needs to appropriate attorneys.
• →Consultation Scheduling: Efficiently schedule consultations using third-party tools, ensuring calendars are up-to-date.
• →Handle Objections: Secure family law consultations by effectively communicating the value and handling fee-related objections.
• →Documentation & Follow-Through: Accurately capture and summarize client information, including complex factual situations, in Lead Docket and coordinate with Filevine as appropriate. Maintain strong follow-up and follow-through so that inquiries, appointments, and next steps do not fall through the cracks.
• →Office Presence: Provide professional coverage at the Knox office, maintaining a welcoming environment for walk-ins.
• →Virtual Collaboration: Communicate with the broader team using Microsoft Teams, ensuring seamless integration and support.
• →Client Experience: Provide a professional, empathetic, and welcoming experience for prospective clients, including those who may be navigating difficult or stressful circumstances. Listen analytically, ask thoughtful questions, gather relevant facts, and communicate clearly while representing the firm with integrity and professionalism. 

• Client-Facing Experience: Approximately 2–3 years of experience in a client-facing role involving inbound calls, information gathering, customer service, intake, or similar responsibilities. Previous legal or medical intake experience is preferred but not required.
• Communication Skills: Strong verbal and written skills, with a focus on professional grammar and email etiquette.
• Phone Presence: Confident and personable on the phone, with the ability to quickly build rapport, listen carefully, ask effective questions, communicate with empathy, and set a professional tone for each client interaction.
• Independent Work: Proven ability to work autonomously, stay organized, and effectively problem-solve.
• Growth Mindset: Curious, ambitious, eager to learn, and motivated to build a long-term career with the Firm.
• Tech Proficiency: Comfort with Microsoft Office and learning new systems like Lead Docket and Filevine.
• Sales Skills (Preferred): Inbound sales or objection-handling experience is a plus, particularly experience communicating value and confidently addressing client or customer concerns.
• Values & Cultural Fit: Positive, professional, dependable, and team-oriented. Demonstrates integrity, personal ownership, strong follow-through, respect for others, and a willingness to do things the right way rather than taking shortcuts.
• Work Location: This position is ultimately full-time and on-site in our Knox, Indiana office. While renovations are underway, the selected candidate may work remotely full-time. Once the Knox office is ready, regular in-office attendance will be required.
• Schedule: Standard hours are 8:30 AM–5:00 PM Eastern Time. Because Knox operates on Central Time, candidates must be comfortable working according to the firm's Eastern Time schedule. Some flexibility may be considered based on operational needs.

• Autonomous Role: Take ownership of your day-to-day responsibilities as the first team member regularly based in our new Knox office, while remaining connected to and supported by the broader firm.
• Community Impact: Help expand access to legal services in a rural area lacking sufficient legal support.
• Supportive Culture: Join a warm, collaborative organization with a positive, team-based environment across Indiana.
• Professional Growth: Benefit from opportunities to learn and grow within the firm, potentially advancing into other roles.