Legal intake Specialist (Monterrey)

About the Role

We are looking for an On‑Site Legal Intake Specialist to support the U.S.‑based legal team. This role acts as the first point of contact for prospective clients, handling inbound inquiries and guiding them through the initial intake process. You’ll combine client communication, intake coordination, and consultative sales skills to convert inquiries into retained cases while delivering a strong first impression. This is a high‑volume, client‑facing role that requires attention to detail, organization, and the ability to handle sensitive situations with professionalism.

Client Communication & Intake

• Handle inbound calls, texts, chats, and web inquiries from prospective clients.
• Conduct detailed intake interviews to gather case information.
• Document client data and case details accurately in the system.
• Manage a high volume of contacts while maintaining a personalized experience.
• Follow up with prospective clients who submitted inquiries or requested callbacks.

Sales & Conversion

• Explain services and guide prospects through the decision‑making process.
• Apply a consultative approach to move leads toward retention.
• Handle objections and reinforce the value of timely legal representation.
• Work toward individual and team conversion targets and KPIs.
• Maintain consistent follow‑up with leads who have not yet retained services.

Operations & Coordination

• Route calls across different practice areas and team members.
• Coordinate consultations with attorneys and legal staff.
• Manage intake queues to ensure timely follow‑up on all leads.
• Track lead sources, follow‑ups, and conversion activity.
• Support call handling processes, including transfers and queue management.

Legal Knowledge (Preferred)

• Basic understanding of personal injury cases such as auto accidents, slip and fall, and premises liability.
• Familiarity with criminal defense matters, including misdemeanors, felonies, and DUI cases.
• Understanding of confidentiality and boundaries in client communication.

What You’ll Gain

• Experience working with U.S.‑based legal teams.
• Exposure to personal injury and criminal defense intake processes.
• Development of client communication and consultative sales skills.
• Fast‑paced environment with performance‑based growth opportunities.

Requirements

• 1‑2 years of experience in customer service, call center, sales, or intake roles.
• Strong communication skills and ability to manage client conversations.
• Comfortable handling high volumes of inbound and outbound interactions.
• Experience working with KPIs or performance targets.
• Experience with CRM or case management systems is a plus.
• Familiarity with multi‑line phone systems, call routing, and transfers is a plus.
• High emotional intelligence and attention to detail.
• English fluency required; Spanish is a strong plus.
• High school diploma or equivalent required.