Note: The job is a remote job and is open to candidates in USA. Horton & Mendez is a dedicated personal injury law firm based in Wilmington, North Carolina. They are seeking a dedicated After Hours Intake Specialist to manage inquiries and provide exceptional service to individuals seeking legal assistance outside regular business hours.
Responsibilities
- Respond promptly to incoming calls and inquiries from prospective clients during designated after hours availability
- Conduct structured, high-quality intake interviews and gather key case details
- Assess potential matters using established criteria and sound judgment
- Navigate complex or nuanced intake conversations with confidence and empathy
- Guide prospective clients through next steps and support forward momentum toward engagement
- Proactively follow up on warm and stalled leads with thoughtful persistence
- Prepare clear, concise case summaries for attorney and team review
- Maintain clean, current, and well-documented records in the firm's CRM system
Skills
- 2+ years of experience in legal intake, personal injury law firm, or other high-volume consultative intake environments
- Available and reliable on a non-traditional schedule, including evenings, nights, and weekends
- Demonstrated ability to handle complex and nuanced intake conversations with sound judgment
- Strong understanding of qualified vs. non-qualified matters and the ability to apply consistent screening criteria
- Proven ability to guide prospective clients through the decision process and effectively move matters toward engagement
- Advanced lead nurturing skills, including thoughtful follow-up and persistence when prospects stall in the signing process
- Strong ownership of intake quality, not just intake volume
- Confident communicator with strong written and verbal skills and high attention to detail
- Highly organized with accurate and timely documentation in CRM systems
- Ability to work independently while collaborating effectively across teams
- Professional discretion in handling sensitive information
- Prior personal injury intake experience
- Bilingual in Spanish
- Exposure to downstream legal or operations workflows
- Experience with Lead Docket or similar CRM/case management platforms
Company Overview