Law Office of Randall & Johnson Legal Intake Specialist American Fork, UT · Fullerton, CA · Remote · Full time

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The Law Firm of Randall & Johnson is a specialized law firm which practices California and Texas law, but is located in Southern California and Utah. We provide employment relief and focused criminal defense representation with quality client support and service. We are entrepreneurs and strong advocates for the less fortunate and disadvantaged. As a founder and owner-run business, we strive to make the workplace a friendly and supportive environment where you enjoy working with your co-workers and serving our clients. We are also a diverse and adaptable group of professionals who value self-starters, problem-solvers, and time-savers and who leverage technology to better support and serve our clients across the state of California and throughout the United States.

About Us:

With a presence in California and Utah, the Law Firm of Randall & Johnson is a specialized law firm serving clients with California legal needs with its roots in Southern California. We are advocates for the less fortunate and disadvantaged by providing employment relief and focused criminal law representation with quality client support and service. 

We are a diverse and adaptable group of professionals who value self-starters, problem-solvers, and time-savers and who leverage technology to better support and serve our clients across the state of California and throughout the United States.

As a founder and owner-run business, we strive to make the workplace a friendly and supportive environment where you enjoy working with your co-workers and serving our clients.

About the Role:

We are seeking a high-energy, empathetic, and self-motivated Legal Intake Specialist to serve as the first point of contact for potential clients who wish to reduce the consequences of their criminal record for various purposes.

In this role, your goal is to listen and, energetically and warmly, guide the lead through the intake process. You will help leads understand their concerns and move them confidently toward signing up for our legal services - ensuring they feel heard, supported, and informed throughout the process. 

This is a fast-paced position well-suited for individuals with backgrounds in legal intake, sales, customer service, call centers, or customer acquisition, who thrive in high-volume environments and know how to balance empathy with performance.

Key Responsibilities:

• Handle 60+ calls each day
• Respond to incoming inquiries via phone, web forms, and email in real time, providing rapid, attentive support to leads seeking help with legal concerns
• Qualify clients to quickly determine if the lead’s goal is in alignment with legal services we offer at the firm
• Accurately document all the lead’s information, case notes, and outcomes in our CRM, ensuring data accuracy and completeness.
• Manage ongoing follow-ups for leads in the pipeline, maintaining an organized pipeline and re-engaging leads who were not ready to proceed on initial contact or wanting to obtain their documentation prior to signing up
• Identify and execute upsell opportunities that help the client meet their legal needs

Qualifications:

• At least 1 year of experience in a high-volume call center, customer service, or medical/legal office environment.
• Exceptional verbal communication skills with the ability to mirror a caller's tone, demonstrate empathy, and build rapport quickly.
• Sales-minded approach focused on educating callers and guiding them toward taking action on their casework.
• Tech-savvy and comfortable typing 60+ WPM while speaking with callers and navigating multiple software platforms simultaneously.

Nice-to-Have / Preferred Qualifications:

The following experience is helpful but not required for success in this role:

• Previous legal intake experience
• Experience with sales CRMs

Requirements:

• Available to work Monday through Friday, 8:30 AM-6:00 PM Mountain Time.
• Must be able to reliably commute to our Utah office.
• Authorized to work in the United States.

What We Offer:

• Performance based incentives.
• Paid time off with increases based on tenure.
• A collaborative work environment with a supportive team.
• Paid Sick Leave
• 401(K) Retirement plan with employer matching
• Health/Dental/Vision insurance plans depending on hours worked with competitive employer contributions
• Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.

This is a remote position but may require hybrid in-office 2-3 days a week at our Utah location. Only candidates able to commute daily will be considered.