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 prospective client than rush through a dozen calls an hour. Someone with prior intake experience at a larger firm who wants the opportunity to slow down and do intake well could be an excellent fit.

We are equally clear about what we are not looking for: someone who evaluates a caller based on perceived case value within the first minute or loses interest when a matter initially appears small. Every caller deserves the same level of attention and care. Some of our strongest cases did not look significant during the first conversation.

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 core skills we are hiring for are interviewing, judgment, relationship-building, conversion, organization, and follow-through.

Position Details

- Classification: Extended Team Partner
- Department: Intake
- 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, Intake Department
- Secondary Reporting: Tony Navarrete, Business Manager, for scheduling, HR, and phone-coverage coordination

Core Responsibilities
1. New Client Intake & Conversion — Primary

Approximately 70% of the role will focus on new client intake and conversion.
- Serve as the first point of contact for prospective clients arriving through phone calls, website forms, web chat, text messages, and referrals.




- Respond promptly to new web and digital leads during business hours.
- Take the time necessary to understand each caller’s situation, build rapport, and create a positive first experience with the firm.
- Conduct structured intake interviews covering what happened, when and where it occurred, injuries or charges, medical treatment, insurance coverage, police reports or citations, court dates, and prior attorney involvement.
- Gather the information needed to evaluate matters under the firm’s Personal Injury and Criminal Defense case-acceptance criteria.
- Identify and immediately flag time-sensitive matters, including approaching statutes of limitation, notice-of-claim deadlines, upcoming court dates, and in-custody clients.
- Initiate a conflict check for every prospective matter before an attorney consultation is scheduled.
- Enter complete and accurate intake information into Lead Docket the same business day.
- Schedule attorney consultations and prepare concise intake summaries so attorneys have the information they need before speaking with the prospective client.
- Maintain consistent, professional follow-up with prospective clients who have not yet signed, following the firm’s established follow-up cadence.
- Send and track fee agreements through DocuSign and confirm execution.
- When a matter is not a fit, communicate the decision respectfully, provide appropriate resources or referral options when possible, and document the outcome in Lead Docket.
- Complete a warm handoff for every newly signed client to the appropriate Personal Injury or Criminal Defense team member so the client does not have to repeatedly tell their story.
- Track the lead pipeline and report intake volume, conversion results, and lost-lead reasons to the Chief of Intake.

1. Backup Phone Coverage — Secondary

Approximately 25% of the role will support the firm’s main phone line.
- Cover the firm’s main phone line during scheduled breaks, absences, and periods of overflow.
- Answer calls promptly using the firm’s standard greeting and determine the appropriate next step.
- Route calls accurately to the appropriate team member.
- Take complete and accurate messages when the intended recipient is unavailable and ensure they are delivered through the appropriate communication channels the same business day.
- Recognize prospective clients who call the main line and immediately transition into intake rather than simply transferring the caller or taking a message.
- Recognize urgent or emergency situations and escalate them promptly to the appropriate attorney or team member.

1. Client Service & Team Coordination — Supporting

Approximately 5% of the role will focus on client service and internal coordination.
- Provide general information about the firm, including office information, practice areas, and available languages.
- Coordinate with the Personal Injury and Criminal Defense teams regarding intake handoffs, attorney consultations, and client questions.
- Participate in weekly Intake Department meetings.
- Contribute to improvements in intake scripts, processes,



and case-acceptance criteria based on patterns and feedback from prospective clients.
- Maintain strict confidentiality when handling sensitive client and prospective-client information.

Required Skills & Qualifications
- Genuine empathy: Warmth, patience, and professionalism when working with accident victims, people facing criminal charges, and concerned family members.
- Strong interviewing skills: Ability to draw out important facts from callers who may be upset, injured, confused, or embarrassed while maintaining their trust.
- Sales and conversion mindset: Comfortable asking qualified prospects to engage the firm and working through hesitation without becoming pushy.
- Goal orientation: Motivated by measurable results, conversion, follow-through, and providing an excellent client experience.
- Strong judgment: Ability to identify the information attorneys need to evaluate a matter without attempting to make legal decisions independently.
- Accuracy and organization: Strong attention to detail, reliable data entry, disciplined follow-up, and awareness of deadlines.
- Excellent English communication: Strong verbal and written English skills are required.
- Spanish: Bilingual English/Spanish skills are a plus but not required.
- Technology: Comfortable working with cloud-based intake and case-management tools such as Lead Docket, MyCase, or comparable CRMs; cloud phone systems; DocuSign; and AI tools such as Claude, ChatGPT, or Gemini.
- Multitasking: Ability to manage multiple open leads while switching between intake interviews, follow-up tasks, and incoming calls without sacrificing accuracy.
- Discretion: Ability to appropriately handle confidential and sensitive information.
- Remote work: Ability to work independently in a fully remote environment while remaining responsive and reachable throughout the business day.
- Home office: Reliable internet, professional workspace, and a quiet environment suitable for client conversations.

Preferred Qualifications
- Prior legal intake experience, particularly with a plaintiff Personal Injury or Criminal Defense firm.
- Demonstrated success converting leads in a legal, medical, professional-services, or similar environment.
- Life experience that makes it natural to connect with people going through difficult circumstances.
- Familiarity with Personal Injury and Criminal Defense terminology, including liability, UM/UIM, statutes of limitation, arraignment, release conditions, and related concepts.
- Hands-on experience with Lead Docket or another legal intake CRM.
- Experience with cloud-based phone systems.

What Success Looks Like Success in this role means prospective clients feel heard, understood, and cared for while the firm receives the complete and accurate information it needs to evaluate their matter.

The successful CSS will respond quickly to new leads, conduct thoughtful and thorough intake interviews, maintain accurate records, follow up consistently, convert qualified prospects into signed clients, and ensure every new client receives a seamless handoff to the appropriate legal team.

This person will also be a dependable backup for the firm’s main phone line and an important contributor to the overall client experience.

Ultimately, we are looking for someone who can combine empathy with accountability, excellent listening with strong follow-through, and genuine client care with a clear commitment to conversion and results.

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