Intake Specialist - Charlotte

About the Role

The Intake Specialist is the first point of contact for prospective clients and plays a key role in the firm’s growth. In this role, you’ll help people who have scheduled consultations feel supported, informed, and confident as they explore their legal options. This is a consultative, client-facing sales role that combines empathy with accountability. You’ll build trust, understand each client’s needs, and clearly explain how the firm can help. Success in this role means helping qualified clients choose to move forward so the firm can deliver on its mission of expanding access to legal support. 

In addition to a competitive hourly rate, this position offers performance-based incentives, giving you the opportunity to significantly increase your earnings based on your results and impact.  Bilingual fluency in Spanish and English is required (written and verbal). 

Position Purpose

The Intake Specialist is the frontline revenue driver of Lisinski Law Firm’s Business Development organization and a direct embodiment of the Firm’s mission to change lives through access to justice. Every prospective client who schedules a consultation deserves to be met with professionalism, empathy, and confidence—guided by a skilled specialist who can help them make an informed decision about their legal future. This is a consultative sales role that blends compassion with accountability. Intake Specialists build trust, assess client needs, and clearly communicate the value of the Firm’s services, recognizing that converting qualified clients is not a transaction—it is the means by which the firm fulfills its purpose.

Essential Job Functions & Responsibilities

• Conduct one-on-one consultations — in person or over phone/video — with prospective clients, assess their immigration situation, match them to the right case type based on attorney-approved guidelines, and close the engagement with confidence and empathy.
• Meet or exceed individual KPI targets, including lead-to-client conversion rate, down payment collected, case value, and speed-to-sign.
• Navigate pricing concerns, hesitation, and resistance with confidence and empathy using the firm's selling framework. Involve a manager for approved exceptions only.
• Learn, memorize, and stay current on all case types offered by the firm based on attorney guidelines and training.
• Follow up relentlessly. Maintain consistent, structured follow-up with all open leads — by phone, text, or email — to answer questions, address concerns, and move prospects toward a decision.
• Walk clients through case pricing and available payment options with transparency and confidence. Obtain appropriate approval for manager specials or non-standard payment plans.
• Manage the full consultation-to-conversion workflow: conduct the consultation, confirm eligibility, review pricing, collect an initial down payment (when applicable), schedule the sign-up appointment, and send the client contract.
• Maintain accurate and timely records of all consultations, dispositions, and follow-up activities in the firm's CRM (Litify/Salesforce) and telephony platform (Amazon Connect).
• Participate in weekly legal training with firm attorneys and all sales training and development programs. Continuously build knowledge of immigration case types, the sales framework, and consultative selling skills.
• In every interaction, embody the firm's commitment to dignity, access, and empowerment.

Key Competencies and Skills (Essential Skills, Knowledge & Abilities)

• Action Oriented – Proactively drives each consultation toward a clear outcome by maintaining urgency, following up consistently, and taking ownership of moving qualified prospects to a decision.
• Collaborates – Partners appropriately with managers and teammates for approved exceptions, training, and alignment without over-reliance on escalation.
• Resourcefulness – Effectively uses available tools, training, guidelines, and follow-up channels to overcome client hesitation, resolve routine obstacles, and move qualified prospects toward a decision without unnecessary escalation.
• Instills Trust – Builds credibility and rapport quickly by demonstrating empathy, transparency, and consistency in representing the Firm’s mission and services.
• Proficient with Microsoft Office Suite or related software

What Makes You a Great Fit

• Bilingual Mastery: You possess exceptional verbal and written communication in both English and Spanish (B2-C1). You can pivot between languages with professional ease.
• The "Closer" DNA: You have a proven track record in quota-carrying or metrics-based environments. You don't just "inform" prospects; you guide them to a firm decision and enjoy the thrill of the close.
• High-Caliber Consultant: You blend deep empathy with the confidence to handle pricing objections and resistance. You know how to build trust quickly while keeping the conversion goal in sight.
• Action Oriented: You are a self-starter who thrives on urgency. You take full ownership of your pipeline, follow up relentlessly, and manage your time to maximize every consultation.
• Tech Proficiency: You are comfortable navigating CRM platforms (Salesforce/Litify) and telephony systems (Amazon Connect) to keep your lead data impeccable.

Work Schedule

• Monday through Friday, 8:30 AM – 5:30 PM Local Time

How You'll Benefit

Lisinski Law Firm provides a comprehensive benefits package that supports the diverse needs of our employees and their families. We recognize the importance of health and well-being and are committed to fostering an environment where every team member can feel and perform at their best.

• 401k Match
• Medical, Dental, & Vision Insurance
• Options for Health Savings Account or Flexible Spending Account
• Dependent Care FSA
• Basic Life Insurance
• Voluntary Life & AD&D
• Disability Insurance
• Voluntary Accident Insurance
• Voluntary Hospital Indemnity Insurance
• Employee Assistance Program
• Calm App Subscription

Our Firm

At Lisinski Law Firm, the commitment we show to our clients is matched by how we support and invest in our people. LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture. Whether you join Marketing, IT, Accounting, Legal, or any other function, your work matters. Every role contributes to meaningful, lasting impact in the lives of those we serve.

Our Values

At Lisinski Law Firm, we are driven by a client-obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do. We work as true team players, delivering creative problem-solving and high-quality service to support families with excellence and care.

Salary

• $23/hour