Careers at Matus Law Group

Intake & Front Desk Specialist Job Description

Overview:

The Intake & Front Desk Specialist creates a welcoming, organized, and professional first impression for clients, guests, and staff while supporting daily office operations. This role manages initial inquiries, qualifies prospective clients, schedules consultations, supports the intake and sales process, and coordinates client follow-up and marketing support. The Specialist serves as a central point of contact for clients, potential clients, former clients, referral sources, professional contacts, and the general public.

Intake and Sales Responsibilities

Speak with leads and use established screening questions to assess fit with the Firm’s ideal client profile, identify the relevant legal issues, gauge urgency and motivation, and identify potential conflicts of interest for attorney review.
Schedule qualified leads for initial consultations (sales calls).
Initiate the pre-engagement communication and follow-up process (glidepath).
Prepare the salesperson with the information needed for a successful conversation or consultation.
Assist paralegals with preparing engagement agreements and following up to obtain signed agreements and agreed payments (cross-trained responsibility).
Assist paralegals with client onboarding, including opening files and notifying the legal team (cross-trained responsibility).
Assist the Client Relation Specialist by following up with new clients within 5 days of engagement to confirm satisfaction and identify questions about the client handbook or policies (cross-trained responsibility).
Make referrals to appropriate firms or other sources, share free resources, or provide other assistance to leads who are not a fit or do not schedule a consultation.
Maintain follow-up with leads who do not schedule consultations, prospective new clients who miss consultations, and those who do not engage after an initial consultation to keep the door open for future contact.
Maintain the Firm’s databases, reports, and spreadsheets to track incoming calls, qualified leads, scheduled consultations, referral sources, and other key metrics.

Front Desk and Office Operations

Greet clients and guests warmly and maintain a welcoming, organized, and professional front desk area.
Answer incoming phone calls promptly and professionally, direct calls to the appropriate team member, and record accurate messages and assign follow-up tasks to employees in Clio.
Set up conference rooms before appointments and meetings, including arranging chairs, preparing materials, and ensuring each room is clean and ready.
Clean and reset conference rooms after appointments so they are ready for the next meeting.
Print welcome signs for scheduled appointments and display them neatly before guests arrive.
Scan incoming mail and route documents to the appropriate staff member or department by the end of each day.
Call next-day appointments by the end of each day to confirm the appointment date, time, and any necessary details.
Check the administrative email inbox every hour, respond to administrative inquiries, forward messages as needed, and promptly complete follow-up tasks.
Check the main voicemail inbox every hour, respond to messages, forward them as needed, and promptly complete follow-up tasks.

Education & Experience

Prior customer service experience required.
Experience with a cloud-based/web-based CRM and case management system.
Knowledge of the legal industry is an asset.
Strong problem-solving skills, with the ability to assess client needs, prioritize tasks, and resolve routine issues professionally.
Education and/or work experience equivalent to a bachelor’s degree.