Intake Specialist

About the role

As an Intake Specialist, you will often be the first point of contact for potential clients during a difficult and stressful time in their lives. Your role is to listen, build trust, gather important information, and help potential clients understand how our firm may be able to assist them.

The ideal candidate is compassionate, confident, organized, and comfortable speaking with people over the phone. You should enjoy helping others while also being able to guide conversations, overcome hesitation, and encourage qualified potential clients to take the next step with our firm.

Qualifications

• Answer inbound calls from potential clients seeking legal assistance.
• Create a welcoming, professional, and compassionate first impression of Burnetti, P.A.
• Ask thoughtful questions and gather detailed information about each potential client's situation.
• Explain the firm's intake process and help callers understand the next steps.
• Build rapport and establish trust with potential clients.
• Use strong communication and persuasive skills to help qualified callers feel confident choosing our firm.
• Accurately document caller information and details in our case management system.
• Follow established intake procedures to ensure information is complete and accurate.
• Follow up with potential clients when necessary.
• Work collaboratively with attorneys, intake team members, and other departments.
• Handle sensitive and confidential information professionally.
• Perform additional duties as assigned.
• Bi-Lingual preferred (Spanish/English)

What We're Looking For

• Bilingual in English and Spanish required.
• 2+ years of call center experience required.
• Strong customer service, sales, or persuasive communication skills.
• Ability to build rapport quickly and communicate with compassion.
• Comfortable asking questions and confidently guiding conversations.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple calls and priorities in a fast-paced environment.
• Dependable, professional, and team-oriented.
• Proficiency with Microsoft Office, including Word and Outlook.
• Ability to accurately enter and maintain information in computer systems.

Education & Requirements

• High school diploma or GED required.
• Associate degree preferred, or comparable work experience.
• Valid Florida driver's license required.
• Ability to commute to our Lakeland, Florida office.
• This is a full-time, in-person position.