Legal Intake Specialist

Description About Shook & Stone Shook & Stone is one of Nevada's premier injury law firms, and we're growing fast. Our firm represents clients in Workers' Compensation, Personal Injury, and Social Security Disability matters, fighting hard for Nevadans on some of the toughest days of their lives. Apply now to become the confident voice that helps injured Nevadans take the first step toward representation. Position Summary The Legal Intake Specialist is the firm's first point of contact with prospective personal injury and workers' compensation clients, guiding them from initial inquiry through signed representation. The role blends people skills with a results focus: responding to emotional callers with care, gathering complete information for attorney review, and guiding qualified prospects to a confident decision. Competitive base pay is paired with a performance-based incentive program, with total compensation of $21-$40+ per hour possible through uncapped incentive potential. What You'll Do Client Interaction Serve as the first point of contact for prospective clients across phone, live chat, web forms, and walk-ins, providing information about the firm's services and answering preliminary questions Guide qualified callers to a decision, ideally on the first call, by building rapport, gathering the facts, and answering questions with patience and care Run a structured, multi-touch follow-up cadence (call, text, email) through to a signed agreement or a documented disqualification Send, track, and close out e-signature fee agreements Resolve client concerns promptly, maintaining a professional and empathetic demeanor in every interaction Data Collection & Documentation Track first-call close rate, overall conversion rate, and other intake KPIs, and report progress against team goals Gather complete client information through structured intake forms and interviews, and enter it accurately into the firm's CRM/case management system (SmartAdvocate) Maintain accurate, confidential client records and required file documentation Ensure all intake documentation complies with applicable legal and regulatory requirements Coordination and Support Schedule client appointments and attorney follow-ups, coordinating with marketing and client service to keep the handoff seamless Support the team with general office duties and special projects as assigned Requirements High school diploma or equivalent required; associate or bachelor's degree preferred Comfort in a goal-oriented environment, with the drive to help callers reach a decision Empathy and patience with callers who may be in pain, stressed, or overwhelmed Ability to build trust quickly and guide a caller to a confident decision Strong computer skills Ability to maintain confidentiality and handle sensitive information with discretion Bilingual in Spanish preferred Weekend availability is required; a hybrid schedule may be available for weekend days worked (three weekdays in the office, two weekend days from home). For this position, people skills are more important than legal experience. Previous experience in customer service, administrative, education, or healthcare setting preferred. In fact, experience in hospitality, restaurants, serving, bartending, hotels, customer service, sales, or other people-focused positions can be excellent preparation for this role. No prior legal experience is required. We provide training on our practice areas, intake procedures, technology, and client communication expectations so you can develop the knowledge and confidence needed to succeed. Physical Requirements Ability to sit and work at a computer with a headset for extended periods Ability to communicate clearly by phone and other mediums Regular, punctual attendance Reasonable accommodations are available for qualified individuals with disabilities. Compensation & Benefits Base wage of $21-$23 per hour depending on experience, with total compensation of $21-$40+ per hour through uncapped incentive pay. Free employee-only coverage for Medical, Dental, Vision, and Life Insurance Option to purchase Long-term & Short-term Disability coverage 401(k) Retirement plan with employer match (available once eligible) Supportive, collaborative work culture with quarterly team events Why Join Shook & Stone At Shook & Stone, your work has a direct impact. You'll often be the first person someone speaks with after an injury or difficult experience. You'll help prospective clients understand their options, connect them with our legal team, and take the first steps toward getting help. We recognize strong performance and provide opportunities to increase your earnings through results.