Intake Coordinator

Is your approach to client intake grounded in both compassion and strategic organization, ensuring each client feels heard and supported?Are you passionate about creating meaningful connections with clients, ensuring their legal undertaking begins with empathy, trust, and efficiency?Do you have a knack for managing client engagement, blending your knowledge of legal processes with compassionate support for individuals in need?Can you navigate the fast-paced environment of a criminal defense firm, working seamlessly between leads, attorneys, and case managers to support client needs with precision?Final question: When faced with a challenge, do you get excited or run away?** IMPORTANT: TO APPLY **If you have any questions, please email recruit@crisp.co only.Please do not reach out through our website's contact information (telephone, email, or web chat) or via direct messaging on any social media platform.To Apply: Submit your application by clicking the "Apply" button and applying on the Crisp Recruit page that opens.**RECRUITERS DO NOT CONTACT**At Cofer Luster Law Firm, PC, located in the heart of Fort Worth, TX, our mission is to provide diligent and compassionate legal defense for those facing criminal charges: federal offenses; sexual-related charges, assault; etc. Our firm is in a pivotal phase of enhancing our client experience, especially focusing on the critical first 100 days following intake. We are committed to improving the lives and outcomes of our clients through meticulous case management and empathetic engagement.In response to growing client needs and our commitment to providing exceptional support from the very first interaction, we are seeking an Intake Coordinator to join our team. This role is essential to ensuring that each client's journey begins with clarity, compassion, and professionalism. As the initial point of contact, the Intake Coordinator plays a crucial role in managing client inquiries, guiding individuals through the intake process, and seamlessly connecting them with our legal team. Your work will set the tone for the client's experience with our firm, establishing trust and setting a foundation for effective, results-driven representation.As part of our dedicated team, you will play a crucial role in ensuring that every client we represent feels supported and valued from their first interaction onward. In this transformative period, your expertise will be instrumental in creating a legacy of justice and empathy, directly impacting our clients and the community we serve.What you'll do:Intake Process Ownership: Take ownership of the intake process, including reaching out to new leads, gathering essential case information, and thoroughly assessing each case's potential. Guide clients through initial steps with professionalism and empathy, handing off to case managers, setting up engagement agreements, and facilitating initial down payments. Your role will be critical in creating a positive first impression and ensuring clients feel supported from the start.Lead Management and Pipeline Ownership: Take full ownership of leads within the pipeline, actively using LeadDocket software to monitor progress at each stage. Ensure leads move smoothly through the pipeline by addressing any bottlenecks and prioritizing timely contact and follow-up. Regularly evaluate lead flow and pipeline efficiency to maintain a steady pace, directly supporting the firm's commitment to responsive and effective client service.Client Engagement and Collaboration: Act as a vital link between potential clients and the legal team, working closely with attorneys and case managers to ensure a cohesive, client-centered experience from intake through case management. Facilitate open communication to understand and meet each client's unique needs, guiding conversations toward case acquisition and aligning client care to streamline intake processes for efficient, responsive service.Data-Driven Insights: Provide high-level reporting on the lead process to assess the quality and effectiveness of lead generation. Regularly evaluate intake metrics to determine whether marketing efforts are attracting high-quality leads, enabling the firm to make informed decisions and optimize client acquisition strategies.Key Performance Indicators (KPIs): Success in this role will be evaluated based on the speed at which leads and inquiries move through the system, ensuring the intake process remains free of bottlenecks, and achieving a high conversion rate of qualified leads.What we're looking for: Experience and Background: Ideal candidates have a minimum of 2 years in intake, client engagement, or related client-facing roles where they supported client needs and managed case or lead progression. Experience in the legal sector is preferred but not required, and a background in sales or client service is also a valuable asset.Software Proficiency: LeadDocket will be the primary lead management software used in this role; therefore, proficiency is highly preferred. Experience with other lead management or CRM tools, such as Filevine, Salesforce, or HubSpot, is a plus. Familiarity with Google Workspace for document management and RingCentral for communication is also valuable.Communication Skills: Exceptional verbal, written, and interpersonal skills, with the ability to communicate clearly and genuinely to build trust, establish rapport, and inspire confidence with clients. Strong listening skills and an empathetic approach are essential for understanding client needs and fostering a supportive relationship. Comfortable and confident in client interactions, providing a genuine and supportive experience.Empathy and Efficiency: Skilled at balancing empathy with time efficiency, ensuring client needs are met while keeping conversations direct and purposeful. This role requires guiding clients through the intake process smoothly, demonstrating care and understanding while keeping interactions productive and focused.Organizational Skills and Time Management: Demonstrates excellent attention to detail and organizational skills, effectively managing lead flow and client intake processes with a proactive approach. Skilled in prioritizing tasks and managing time efficiently to ensure smooth and timely client interactions.Problem Solving and Accountability: Demonstrates strong ownership of processes with a solutions-driven mindset, actively identifying and resolving issues as they arise. Shows a proactive approach and willingness to take initiative to enhance efficiency and effectiveness.Mindset and Resilience: The ideal candidate demonstrates grit and tenacity, with the ability to compartmentalize and stay focused in a challenging criminal defense environment that often deals with serious and sensitive issues. Each case is approached with a purpose-driven outlook, understanding the importance of defending clients facing difficult circumstances.Why you should work here:Dynamic and Supportive Environment: Thrive in a firm that values innovation, problem-solving, a collaborative spirit, and a growth mindset.Meaningful Impact: Be part of a team that makes a real difference in the lives of those facing criminal charges, contributing to a legacy of defense and advocacy.Professional Growth and Development: Engage in an enriching career path that offers continuous learning and personal growth opportunities.Empowering Culture: Join a team that recognizes and values your contributions, fostering a nurturing environment for professional and personal development.Additional perks:Retirement: 401K plan with 6% match after 1 year of service.Health Insurance: Eligibility for health care coverage will be available after 90 days of Employment, covering 100% of employees' premium. PTO: 'Flex Holidays' plan of 15 days per calendar year, increasing each year of service. At Cofer Luster Law Firm, your role as an Intake Coordinator is more than a job; it's an opportunity to guide individuals during some of the most challenging times of their lives. Your compassion, resilience, and dedication to excellence will be key to their experience and trust in our firm. We invite you to join us in our mission, providing justice, empathy, and transformative support to our clients.