The Client Services Specialist (CSS) is, first and foremost, an intake professional. This person is often the first meaningful point of contact for someone who has been injured in a collision, is facing a criminal charge, or is dealing with a difficult legal situation. The CSS listens carefully, understands the caller’s circumstances, builds trust, determines whether the firm may be the right fit, and guides qualified prospective clients through the process of becoming clients.
Intake is the heart of this role and where the majority of the CSS’s time and attention will be focused.

The CSS reports to Ricardo Tola, Chief of Intake, and works alongside him as a key member of the Intake Department. The CSS owns the full life cycle of a lead—from the initial contact and structured interview through qualification, conflict check, Lead Docket entry, attorney consultation scheduling, persistent follow-up, fee agreement execution, and a smooth handoff to the Personal Injury or Criminal Defense team once the client signs.
Secondarily,



the CSS provides backup coverage for the firm’s main phone line when the primary phone coverage is at lunch, on leave, or when call volume exceeds capacity. While this responsibility is important, it supports the intake function rather than defining the position.
The Person We’re Looking For

We are looking for someone who is both empathetic and goal-oriented.
Our callers may be frightened, injured, overwhelmed, or embarrassed. The right person for this role has the maturity and life experience to meet people where they are, create a genuine connection, and earn their trust. At the same time, this is a conversion-focused role. The CSS should be motivated to sign qualified clients, comfortable asking for the engagement, and persistent enough to follow up until the lead is signed or genuinely closed.

This is not a high-volume call-center environment. We would rather have the CSS spend 20 thoughtful, unhurried minutes understanding one prospectiv

📌 Global Client Services Specialist (México)
🏢 The Law Offices of John Phebus
📍 México