Director Intake Jobs in Cleveland, TN (NOW HIRING)

The Garza Law Firm’s Intake / Reception Specialist is an entry-level to skilled client-facing position responsible for serving as an initial point of contact for potential clients, current clients, visitors, vendors, and callers. This position combines intake screening, appointment scheduling, front desk operations, phone and communication management, administrative support, and client service. The role keeps client needs at the forefront, provides a personable and efficient relationship-first experience, and works closely with firm personnel while maintaining confidentiality, professionalism, empathy, respect, and sound judgment.

The employees in this position do not have the authority to practice law, give legal advice, or set legal strategies for clients.

Responsibilities

• Client interaction and service: Warmly greet clients and visitors, assess their needs, direct them appropriately, offer refreshments, notify attorneys or staff as needed, and deliver a personable, efficient service experience that emphasizes the firm’s relationship-first brand.
• Intake and inquiry evaluation: Serve as a primary initial contact for potential clients, obtain and review necessary information, assess whether inquiries fit firm practice areas, identify key issues, and take appropriate action based on attorney guidance and firm policies.
• Phone and communication management: Manage high-volume calls on multi-line systems, screen and route calls, handle voicemails, respond to inquiries with a pleasant and professional demeanor, coordinate conference calls or virtual meetings, and make outgoing calls to prospective clients by phone, email, and text.
• Appointment scheduling and follow-up: Schedule and confirm appointments for potential clients who meet firm criteria, follow up after appointments to minimize lost leads, and create appointment folders for future visits.
• Attorney and team coordination: Proactively contact attorneys to review critical case details, transfer clients to attorneys for case reviews when appropriate, route calls for current clients and vendors, and collaborate with firm personnel across divisions.
• Administrative and operational support: Use systems such as Filevine, Lead Docket, Outlook, Word, Teams, and other Microsoft 365 applications to look up client information, enter data, file and manage documents, support mail and supply handling, maintain a tidy lobby, and assist legal assistants or paralegals as requested.
• Office coverage and procedures: Provide phone and receptionist coverage during business hours, including flexible shifts as needed; follow office opening and closing procedures; and support front desk operations for callers, walk-ins, deliveries, paperwork drop-offs, and general inquiries.
• Compliance, confidentiality, and problem-solving: Uphold confidentiality and ethical standards, protect client information and case details, resolve minor operational issues such as scheduling conflicts, and collaborate on process improvements that enhance efficiency and client satisfaction.
• Client respect and professional conduct: Treat all clients, callers, visitors, and co-workers with dignity, empathy, situational awareness, and curiosity over judgment.
• Professional development: Participate in training as required and accommodate occasional travel or overnight stays when needed.

Work Experience

Required

• 1–2 years of receptionist, administrative, contact center, customer service, or related client-facing experience preferred for entry into the role.
• Proficient typing skills, with the ability to type and talk with clients while accurately capturing important information; minimum typing speed of 50+ words per minute preferred for intake-heavy duties.
• Proficiency with Microsoft 365 applications, including Outlook, Word, and Teams.
• Experience speaking regularly by phone and corresponding through email with a professional, confident tone.
• Excellent communication, multitasking, attention to detail, and problem-solving skills in a high-pressure, high-call-volume setting.
• Professional appearance and conduct appropriate for a client-facing law firm environment.

Preferred

• Experience in a law firm, reception role, contact center, customer service setting, or legal intake environment.
• Minimum of 1–2 years of direct experience providing intake services in a legal firm, including initial client consultations, case assessment, and coordination of legal documentation.
• Familiarity with case management systems such as Lead Docket and Filevine.
• Basic knowledge of legal terminology.

Education, Certifications, and Qualifications

Required

• High School Diploma.
• Confidentiality of client information and cases.
• Punctuality and demonstrated schedule adherence.
• Willingness and ability to work in a high-call-volume environment for long periods during a typical work schedule.
• Engaging, personable, and efficient phone communication skills.
• Effective written and verbal communication appropriate for a professional work setting.
• Ability to show empathy with situational awareness regardless of the nature of a call or visit.
• Ability to favor curiosity over judgment when assisting clients, callers, visitors, and co-workers.

Preferred

• Fluency in Spanish.
• Familiarity with Microsoft 365 products beyond basic daily use.
• Ability to apply team communication strategies, including awareness of Print and Kolbe A scores, to enhance interactions with co-workers.