Personal Injury Intake Specialist (Motor Vehicle Accidents)

We are a North Carolina law firm focused on helping individuals navigate difficult situations following motor vehicle accidents and other injuries. We believe that exceptional client service begins with the very first interaction a prospective client has with our firm. We are seeking an experienced individual to serve as the initial point of contact for prospective personal injury clients and help qualified individuals retain our firm. This opportunity is ideal for someone with prior personal injury intake experience who understands both the legal side of motor vehicle accident cases and the importance of treating prospective clients with compassion, empathy, and professionalism. Overview The Intake Specialist will act as an extension of our firm by communicating with prospective clients through firm-provided communication channels, including a dedicated phone number and email address. The primary objectives of this engagement are to: • Respond promptly to incoming leads • Contact prospective clients who submit web inquiries • Gather relevant information regarding potential claims • Evaluate leads based on criteria provided by the firm • Facilitate the retention process for qualified cases • Ensure every prospective client receives an outstanding experience, regardless of whether the firm ultimately accepts the case Cases that do not clearly meet the firm's intake criteria will be documented and routed for internal review. What Success Looks Like We are looking for someone who understands that personal injury intake is not simply collecting information. Many prospective clients are reaching out shortly after a stressful or traumatic event. The ability to listen, show genuine compassion, build trust, and guide clients through the process is just as important as gathering the facts of the case. The ideal person will be responsive, professional, empathetic, and committed to delivering an exceptional client experience from the first interaction. Prospective clients often contact multiple law firms before making a hiring decision. As a result, prompt follow-up and consistent communication are critical. We are looking for someone who understands the importance of responding quickly to new inquiries and creating a positive first impression of the firm. Lead Response Expectations Personal injury leads may be generated at any time, including evenings, weekends, and outside traditional business hours. While the contractor will determine their own schedule and methods of performing the services, the ability to maintain prompt response times is extremely important. The firm values speed-to-contact and recognizes that timely communication often has a significant impact on both the client experience and client retention. We will maintain backup procedures for situations where a lead cannot be contacted promptly; however, our goal is to establish a primary intake specialist who can serve as the consistent first point of contact for prospective clients. Responsibilities • Respond to incoming personal injury leads promptly • Contact web leads via phone, text, and email • Conduct initial consultations and gather relevant case information • Build rapport and establish trust with prospective clients • Follow intake and qualification criteria provided by the firm • Facilitate execution of retainer agreements for qualified cases • Document communications and intake information accurately • Conduct follow-up outreach using firm-provided processes • Escalate questionable or borderline matters for review • Maintain a high level of professionalism and client care in every interaction Preferred Qualifications • Prior personal injury intake experience, particularly motor vehicle accident cases • Experience speaking directly with prospective clients and conducting consultations • Experience obtaining signed retainers or converting qualified leads into clients • Strong communication and interpersonal skills • Excellent written and spoken English • Ability to communicate with empathy while maintaining professionalism • Experience with legal CRM or case management software is a plus Engagement Structure The intake specialist will use firm-provided communication tools and will be responsible for managing lead communications and follow-up efforts in accordance with agreed-upon procedures and performance expectations. While lead volume will initially be modest during onboarding and training (approximately 5 per week), we anticipate increasing volume as the process is refined and scaled. Compensation We anticipate a performance-based compensation structure similar to the following: • $10 for leads where required contact attempts are completed but no communication is established • $20 for completed intakes • Additional $75 bonus for qualified cases that are successfully retained by the firm Candidates with demonstrated experience handling personal injury intakes and converting qualified leads into retained clients will receive priority consideration.