Global Client Services Specialist

The Client Services Specialist (CSS) is, first and foremost, an intake professional. This is the person who has the first
real conversation with someone who has been hurt in a collision or is facing a criminal charge. They listen to what
happened, take the time to understand the person on the other end of the line, help them see whether the firm is the
right place for them, and guide them through signing on with us. Intake is the heart of this role and where most of the
CSS's time and attention will go.

The CSS reports to Ricardo Tola, Chief of Intake, and works alongside him as the second member of the Intake
Department. The CSS owns the full life of a lead: initial contact, structured interview, qualification, conflict check, Lead
Docket entry, attorney consultation scheduling, persistent follow-up, fee agreement execution, and a clean handoff to
the personal injury or criminal defense team once the client has signed.

Secondarily, the CSS provides backup coverage on the firm's main phone line when the primary phone coverage is at
lunch, on leave, or when call volume overflows. That coverage matters, and we take it seriously, but it supports the
intake role rather than defining it.

The person we are looking for

We are looking for someone who is both empathetic and goal-oriented. Our callers are often frightened, in pain, or
embarrassed, and the right person for this role has enough life experience to meet them where they are, build a real
connection, and earn their trust. At the same time, this is a conversion role: the CSS should want to sign the client,
should be comfortable asking for the engagement, and should follow up with persistence until the lead is signed or
genuinely closed.

This is not a high-volume, call-center pace. We would rather the CSS spend twenty unhurried minutes with one
prospective client than rush through a dozen calls an hour. Someone who has done intake at a larger firm and wants to
slow down and do it well could be an excellent fit. We are equally clear about what we are not looking for: someone
who sizes up a caller for dollar value in the first minute and looks for the exit as soon as the case seems small. Every
caller deserves the same attention, and many of our best cases did not look like much on the first call.
For clarity, this is not a receptionist position with intake added on. Experience answering and routing calls is helpful for
the backup phone function, but the skills we are hiring for are interviewing, judgment, relationship-building, and follow-
through.

Classification & Reporting Structure
Item Detail
Classification Extended Team Partner
Department Intake
Item Detail
Schedule Full-time: 40 hours per week
Standard Hours Monday – Friday, 8:00 AM – 5:00 PM (Arizona Time)
Work Setting Remote
Direct Supervisor Ricardo Tola, Chief of Intake
Secondary Reporting Tony Navarrete, Business Manager (scheduling, HR, and phone-coverage coordination)

Core Responsibilities

This role is structured around three areas of responsibility, in order of priority and expected time allocation.

1. New Client Intake and Conversion (Primary — approximately 70% of time)

• Take the first call or respond to the first message from every prospective client, whether it arrives by phone,
website form, web chat (Intaker), text, or referral, and respond to new web leads promptly
• Take the time each conversation needs to understand the caller's situation and build rapport, rather than
screening quickly and moving on
• Conduct a structured intake interview: what happened, when and where, injuries or charges, medical treatment to
date, insurance coverage, police report or citation, court dates, and any prior attorney involvement
• Qualify the matter against the firm's case-acceptance criteria for personal injury (liability, damages, available
coverage, venue) and criminal defense (charge, court, stage of the case, conflicts)
• Identify and flag time-sensitive matters the same day: approaching statutes of limitation, notice-of-claim deadlines
against public entities, upcoming court dates, and in-custody clients
• Initiate the conflict check for every prospective matter before the consultation is scheduled
• Enter a complete, accurate intake record in Lead Docket the same business day, with no missing fields
• Schedule the attorney consultation and prepare a concise intake summary so the attorney is ready before the call
begins
• Follow up consistently and professionally with prospective clients who have not yet signed, per the firm's follow-
up cadence, until the lead is signed, declined, or closed
• Send and track fee agreements for signature (DocuSign) and confirm execution
• When the matter is not a fit, decline respectfully and refer the caller to appropriate resources or referral counsel,
and document the reason in Lead Docket
• Complete a warm handoff of each newly signed client to the PI Case Coordinator or the Criminal Division
paralegals, so the client never has to repeat their story
• Track the lead pipeline and report intake volume, conversion, and lost-lead reasons to the Chief of Intake weekly

2. Backup Phone Coverage (Secondary — approximately 25% of time)

• Cover the firm's main line during the primary phone coverage's breaks, absences, and periods of overflow
• Answer promptly with the firm's standard greeting, determine the nature of the call, and route it to the correct
team member
• Take complete, accurate messages when the intended recipient is unavailable and deliver them through the firm's
communication channels the same day
• Recognize a prospective client on the main line and move straight into intake rather than transferring or taking a
message
• Recognize urgent or emergency calls and escalate immediately to the appropriate attorney

3. Client Service and Team Coordination (approximately 5% of time)

• Provide general firm information to callers (office location, practice areas, languages spoken)
• Coordinate with the PI and Criminal teams on intake handoffs, consultation scheduling, and client questions that
surface during intake
• Attend the weekly Intake Department meeting and contribute to intake script and criteria refinement based on
what callers are actually saying
• Maintain confidentiality on every contact in accordance with attorney-client privilege and firm policy

Required Skills & Qualifications

• Genuine empathy: warmth and patience with accident victims, people facing charges, and worried family
members, and the maturity that comes from real life experience
• Interviewing skill: the ability to draw out the facts of an accident or an arrest from a caller who is upset, in pain, or
embarrassed, in a way that builds trust
• A sales mindset: drive to sign the client, comfort asking for the engagement, and the ability to work through
hesitation without pressure
• Goal orientation: motivated by conversion and follow-through, and comfortable being measured on results
• Judgment: the ability to recognize, from a first conversation, what the firm needs to know to evaluate a matter,
and to bring that information to the attorney rather than deciding alone
• Accuracy and organization: complete data entry, disciplined follow-up tracking, and attention to deadlines
• Excellent verbal and written communication in English (required)
• Bilingual English/Spanish is a plus, but not required
• Comfort with cloud-based intake and case management tools (Lead Docket, MyCase, or comparable CRM), cloud
phone systems, DocuSign, and AI assistants (Claude, ChatGPT, Gemini)
• Ability to manage several open leads at once and switch between an intake interview and an incoming call without
losing accuracy
• Discretion in handling confidential and sensitive information
• Ability to work independently in a fully remote environment while remaining reachable and responsive
throughout the business day
• Reliable home office setup, internet connection, and quiet professional environment

Preferred Qualifications

• Prior legal intake experience, ideally at a plaintiff personal injury or criminal defense firm
• A track record of converting leads in a legal, medical, or professional services setting
• Life experience that makes it natural to relate to people in difficult moments
• Working knowledge of personal injury and criminal defense terminology (liability, UM/UIM, statute of limitations,
arraignment, release conditions, and similar)
• Hands-on experience with Lead Docket or a comparable legal intake CRM
• Familiarity with cloud phone systems (helpful for the backup phone function)

INTERNAL APPENDICES — NOT FOR PUBLIC JOB POSTING

These appendices are for hiring manager, onboarding, and review use. Do not include in candidate-facing materials.
Appendix A — Performance KPIs (Internal)
Concrete metrics to anchor 30-day, 90-day, and annual reviews. Targets are baselines; adjust once actual lead volume
and conversion data are available for the new hire.
Intake and Conversion (Primary)

Metric Target

Speed to lead (web, chat, and form leads) First contact attempt within 15 minutes during business hours; within 30
minutes of opening for overnight leads
Live answer rate on intake calls ≥95% during scheduled hours
Intake completeness and accuracy All required Lead Docket fields captured per intake protocol
Same-business-day Lead Docket entry 100% of intakes
Conflict-check initiation 100% before consultation is scheduled; no later than 24 hours from first
contact
Statute, notice-of-claim, and court-date
flagging
100% of time-sensitive matters flagged the same day
Follow-up cadence adherence 100% of open leads contacted on schedule until signed or closed
Signed-case conversion rate (qualified leads) Meets or exceeds the firm's trailing 6-month baseline by day 90; improves
thereafter
Fee agreement turnaround Sent within one business day of attorney approval; executed within three
business days
Leads lost to first-contact failure Zero
Backup Phone Coverage (Secondary)
Metric Target
Pickup rate during assigned coverage windows ≥95%
Average answer time Under 3 rings
Message accuracy and delivery 100% delivered the same business day
Routing accuracy ≥98% transferred correctly without re-route
Prospective clients converted to intake on the
main line
100% (never transferred or messaged instead)
Review Cadence
• 30-day check-in: Tony + Ricardo. Focus: intake training progress, Lead Docket accuracy, speed-to-lead habits.
• 60-day check-in: Tony + Ricardo. Independent intakes under way; early conversion data reviewed; phone backup
cross-training complete.
• 90-day review: Tony + Ricardo + John. Full review against all KPIs. Confirmation in role or course correction.
• Annual review: Tony + Ricardo. Full performance, compensation, and development conversation.
Appendix B — Onboarding and Training Path (Internal)
Week-by-week roadmap for moving the CSS from new hire to fully cleared intake specialist. Intake training begins on
day one. Phone backup cross-training is added once intake is solid. Used by Ricardo to plan training and by the CSS to
know what is expected when.
Weeks 1–2: Shadow
• Listen-only on live intake calls and lead follow-ups with Ricardo (with caller consent).
• Learn the intake scripts, case-acceptance criteria for PI and criminal, and the questions that decide whether a
matter is accepted.
• Learn Lead Docket end to end: lead entry, status changes, follow-up tasks, conflict-check initiation, reporting.
• Review the firm's recent intake volume and conversion data (provided by Tony / Ricardo).
• Complete the firm's standard technology onboarding (Google Workspace, Zoom, MyCase, VXT phone system,
DocuSign).
Weeks 3–4: Supervised Intake
• Conduct intake interviews with Ricardo present as a silent observer, then debrief after each call.
• Own the full cycle on assigned leads: interview, qualification, conflict check, Lead Docket entry, consultation
scheduling, follow-up.
• Begin handling straightforward PI and criminal intakes independently with same-day review by Ricardo.
Weeks 5–6: Independent Intake
• Handle new leads independently during business hours; Ricardo reviews every completed intake record at end of
day for the first week, then spot-checks.
• Own follow-up on the full open-lead list, including fee agreement execution and handoff to the PI and Criminal
teams.
• Begin phone backup cross-training: firm greeting, routing map, message protocol, VXT transfer and voicemail
handling.
Weeks 7–8: Fully Cleared
• Fully cleared to run intake in Ricardo's absence (PTO, lunch, after hours).
• Assigned to regular backup phone coverage windows.
• Presents first weekly intake report (volume, conversion, lost-lead reasons) at the Intake Department meeting.
Post-Week 8: Sustained Practice
• CSS carries primary responsibility for new-lead intake alongside Ricardo, with backup phone coverage as assigned.
• Monthly intake quality review with Ricardo; quarterly conversion review with Tony.