Job Overview

Our client, a growing U.S.-based law firm, is seeking a Consultation Screener & Inbound Lead Specialist to maximize the value of every inbound prospective client. In this role, you will review scheduled consultations, confirm case details, and assess caller readiness to ensure attorney time is spent on qualified leads. You will also follow up on missed calls, web forms, and messages to deliver a high-touch, empathetic initial response. By managing intake accuracy and scheduling efficiency, you play a key role in improving consultation attendance and conversion rates during Central Time business hours.

Schedule: Mon-Fri, 9:00 AM - 5:00 PM CST (35 hrs or more per week)

Responsibilities

Consultation Screening

• Review all scheduled consultations before the appointment.
• Contact prospective clients to confirm their appointment and assess readiness.
• Verify that the legal matter aligns with the firm's practice areas.
• Confirm and update important case details, including court information, key dates, deadlines, and supporting facts.
• Identify missing information or required documents and follow up with prospects to obtain them.
• Assess the prospect's level of interest and hiring intent, documenting observations for the legal team.
• Confirm understanding of any consultation fees when applicable.
• Reschedule appointments when necessary and secure attendance confirmations.
• Provide concise screening notes highlighting readiness, potential concerns, and anticipated objections.
• Flag or remove appointments that are not qualified to maximize attorney schedules.

Inbound Lead Follow-Up

• Monitor missed calls, voicemails, and abandoned calls throughout the shift.
• Return missed inbound calls promptly.
• Follow up with inquiries received through website forms, email, and social media.
• Conduct phone screenings and either schedule consultations or route qualified leads appropriately.
• Execute follow-up sequences using calls, text messages, and emails when initial contact is unsuccessful.
• Prioritize leads based on urgency, source, and response time.
• Accurately document all interactions and outcomes in the CRM while maintaining lead source attribution.
• Identify trends or recurring issues with lead sources and communicate findings to management.

Requirements

• Minimum of 2 years of experience in customer service, intake, appointment setting, inside sales, or a similar U.S.-facing phone support role.
• Excellent spoken and written English with a professional telephone presence.
• Strong interpersonal and active listening skills.
• Ability to remain calm and empathetic when speaking with distressed or emotional callers.
• Comfortable following scripts and structured workflows while maintaining a natural conversation.
• Strong attention to detail with accurate data entry and note-taking skills.
• Experience working with CRM systems.
• Ability to work independently in a remote environment.
• Available to work Monday through Friday, 9:00 AM – 5:00 PM Central Time.
• Previous experience supporting a U.S. law firm, medical practice, or other professional services organization is preferred.
• Familiarity with CallRail, PracticePanther, Google Sheets, or similar CRM and intake platforms is preferred.
• Basic understanding of U.S. legal terminology, particularly criminal and family law is preferred.

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.