Global Client Services Specialist

Job description

*Are you skilled at building trust with prospective clients who may be frightened, in pain, or facing a serious legal problem?* *Can you balance genuine empathy with the drive to guide qualified leads toward becoming clients?* *Do you know how to ask thoughtful questions, exercise sound judgment, and capture the details attorneys need to evaluate a matter?* *Are you comfortable owning follow-up from first contact through signed agreement in a fully remote environment?* **Final question:** When faced with a challenge, do you get *excited* or run away? **\*\* IMPORTANT: TO APPLY \*\*** **If you have any questions, please email [recruit@crisp.co](mailto:recruit@crisp.co) only.** - Please do not reach out through our website's contact information (telephone, email, or web chat) or via direct messaging on any social media platform. **To Apply: Submit your application by clicking the "Apply" button and applying on the Crisp Recruit page that opens.** **\*\*RECRUITERS DO NOT CONTACT\*\*** The Law Offices of John Phebus, PLLC, has been serving the Arizona community with distinction for over 30 years. Our firm is dedicated to personal injury and criminal defense, focusing on high-affinity client relationships and quality representation. We pride ourselves on our ability to stay small but effective, investing deeply in each case to deliver exceptional outcomes. Founded by John Phebus, a respected figure in both personal injury and criminal defense, our firm strives for excellence in legal advocacy. We have a reputation for robust trial experience and a commitment to personal service, ensuring that every case is handled with meticulous care and attention to detail. This focus on client-centric representation has earned us numerous accolades and a track record of success in the courtroom and beyond. The Global Intake - Client Services Specialist serves as a key member of the Intake Department, guiding prospective clients through the intake process from initial contact and qualification through consultation, follow-up, and engagement. Reporting to the Chief of Intake, this role focuses primarily on building meaningful connections with prospective clients, understanding their needs, and helping convert qualified leads into clients. The position also provides backup coverage for the firm’s main phone line as needed, while remaining primarily focused on thoughtful, relationship-driven intake and conversion. **What you’ll do:** - **New Client Intake & Relationship Building:** Own first contact with prospective clients across phone, website forms, web chat, text, and referrals. Take the time each conversation needs to understand the caller’s situation, build rapport, and create a professional, supportive first experience. - **Structured Interviews & Qualification:** Conduct thorough intake interviews for personal injury and criminal defense matters, gather the relevant facts, qualify matters against firm criteria, and identify time-sensitive issues such as approaching deadlines, upcoming court dates, or in-custody clients. - **Conflict Checks & Lead Docket:** Initiate conflict checks before consultations and enter complete, accurate intake records in Lead Docket the same business day, with disciplined attention to detail and no missing information. - **Consultation & Conversion:** Schedule attorney consultations, prepare concise intake summaries, confidently explain next steps, ask for the engagement when appropriate, and send and track DocuSign fee agreements through execution. - **Persistent Follow-Up:** Follow the firm’s intake cadence with prospective clients who have not yet signed, maintaining professional and consistent communication until each lead is signed, declined, referred, or genuinely closed. - **Client Handoffs & Referrals:** Complete warm handoffs of newly signed clients to the personal injury or criminal defense team so clients do not have to repeat their story. When a matter is not a fit, communicate respectfully, provide appropriate referral guidance, and document the reason in Lead Docket. - **Pipeline Reporting:** Track the lead pipeline and provide the Chief of Intake with weekly visibility into intake volume, conversion, and lost-lead reasons. - **Backup Phone Coverage:** Provide secondary coverage of the firm’s main line during breaks, absences, or overflow; route calls accurately, take complete messages, recognize prospective clients and move directly into intake, and escalate urgent matters appropriately. - **Client Service & Team Coordination:** Coordinate with the PI and Criminal teams on handoffs, consultation scheduling, and client questions; attend the weekly Intake Department meeting; contribute to intake script and criteria refinement; and maintain confidentiality on every contact. **What we’re looking for:** - **Empathy & Client Connection:** Genuine warmth, patience, and maturity when speaking with accident victims, people facing criminal charges, and worried family members. - **Interviewing & Judgment:** Ability to draw out relevant facts, build trust, recognize what information the firm needs to evaluate a matter, and escalate appropriately rather than making legal decisions independently. - **Sales & Conversion Mindset:** Goal-oriented and comfortable asking for the engagement, working through hesitation without pressure, and following up persistently until a lead is signed or genuinely closed. - **Organization & Accuracy:** Strong attention to detail, disciplined follow-up tracking, complete data entry, and the ability to manage multiple open leads without losing accuracy. - **Communication Skills:** Excellent verbal and written communication in English; bilingual English/Spanish is a plus. - **Technology Proficiency:** Comfortable using cloud-based intake and case management systems, cloud phone platforms, DocuSign, and AI assistants such as Claude, ChatGPT, or Gemini. Experience with Lead Docket or a comparable legal intake CRM is preferred. - **Remote Work Capability:** Able to work independently in a fully remote environment while remaining responsive throughout the business day, with a reliable home office setup, internet connection, and quiet professional workspace. - **Relevant Experience:** Prior legal intake experience, particularly in plaintiff personal injury or criminal defense, is preferred. Experience converting leads in legal, medical, or other professional services settings is also highly relevant. - **Legal Intake Knowledge:** Familiarity with personal injury and criminal defense terminology is preferred, including concepts such as liability, UM/UIM, statutes of limitation, arraignment, and release conditions. **Why you should work here:** - **Meaningful Client Impact:** Be the first trusted point of contact for people navigating stressful and often life-changing situations, helping them feel heard and supported from the very beginning. - **Quality Over Call Volume:** Work in an intake environment that values thoughtful conversations and strong client relationships over rushing through calls or treating intake like a call center. - **Ownership & Accountability:** Own the lead journey from first contact through signed engagement and handoff, with clear goals around follow-through, client experience, and conversion. - **Close Intake Partnership:** Work directly with the Chief of Intake as part of a focused two-person Intake Department, with regular collaboration and opportunities to help refine intake scripts and processes. - **Remote, Technology-Enabled Environment:** Work fully remotely while using modern intake, CRM, e-signature, phone, and AI tools to stay organized, responsive, and efficient. **Additional perks:** - **Competitive Compensation:** Compensation based on experience, professionalism, and overall fit for the role. - **Remote Work:** Work in a fully remote environment while staying closely connected with the Intake Department and broader firm team. - **Consistent Schedule:** Full-time, 40-hour schedule, Monday through Friday, 8:00 AM–5:00 PM Arizona Time. Join The Law Offices of John Phebus and become a key part of the firm’s intake experience. If you are empathetic, goal-oriented, organized, and comfortable building trust while guiding prospective clients toward a decision, we invite you to apply and help ensure every caller receives the time, attention, and follow-through they deserve.