Intake Specialist

Build Your Career. Make an Impact. Grow With Us.

Location: Southfield, MI
Job Type: Full-time

About Buckfire Law

At Buckfire Law, our people are at the center of the work we do. We are a personal injury law firm dedicated to helping people during some of the most difficult moments of their lives.

Our culture is built around our Core Values: Teamwork, Professionalism, Compassion, Integrity, Accountability, and Smart.

We believe every interaction matters, especially the first one. Our Intake Team plays an important role in creating a positive experience for potential clients from the moment they contact our firm.

About the Role

The Intake Specialist is often the first person a potential client speaks with when contacting Buckfire Law. This role is responsible for creating a welcoming, professional, and compassionate first impression while gathering important information, managing incoming leads, and helping potential clients understand the next steps in the intake process.

The ideal candidate is a strong communicator who is organized, responsive, comfortable working in a fast-paced environment, and genuinely enjoys helping people.

This position requires a balance of compassion and efficiency. You will be expected to listen carefully, communicate clearly, follow established processes, and ensure every lead receives timely and consistent follow-up.

What You'll Do

Client Communication & Intake

• Serve as a professional and compassionate first point of contact for potential clients.
• Answer incoming intake calls and respond to leads generated through phone, email, online inquiries, and SMS.
• Listen carefully to potential clients and gather accurate information regarding their situation.
• Explain the intake process and help potential clients understand next steps.
• Provide timely follow-up on active leads according to established department standards.
• Maintain professionalism and empathy when communicating with individuals who may be dealing with difficult or stressful circumstances.

Lead Management & Follow-Up

• Manage assigned leads from initial contact through the intake process.
• Follow established timelines for lead follow-up and client communication.
• Track the status of potential cases and ensure required follow-up is completed.
• Assist potential clients with completing intake documents and information packets.
• Document all communications and activity accurately within firm systems.
• Refer matters outside the firm's practice areas to appropriate referral partners when applicable.

Documentation & Technology

• Enter and maintain accurate client and lead information in Captorra, Neos, and other firm systems.
• Send client information packets electronically or by mail and monitor their completion.
• Maintain organized, complete, and accurate records throughout the intake process.
• Use technology and established workflows to improve responsiveness and efficiency.

Teamwork & Continuous Improvement

• Work closely with the Intake Manager, attorneys, and other team members to ensure a smooth transition for new clients.
• Participate in department meetings, training, and coaching.
• Communicate trends, concerns, and potential process improvements to the Intake Manager.
• Look for opportunities to make the intake experience more efficient without sacrificing personal service.
• Support teammates during high-volume periods and contribute to department goals.

How Success Is Measured

The Intake Specialist is expected to meet established department and individual performance expectations, which may include:

• Response time to incoming leads.
• Timeliness and consistency of follow-up.
• Accuracy and completeness of intake information.
• Lead and case conversion metrics.
• Completion of assigned follow-up activities.
• Quality of client communication.
• Compliance with established intake procedures.
• Contribution to department and firm goals.

Performance expectations and KPIs will be established and reviewed by the Intake Manager and firm leadership.

What We're Looking For

• Strong verbal and written communication skills.
• Professional, compassionate, and confident communication style.
• Strong organizational and time-management skills.
• Ability to manage multiple leads and competing priorities.
• Excellent attention to detail and accuracy.
• Comfortable communicating by phone, email, and text.
• Ability to remain calm and professional during sensitive or emotional conversations.
• Strong follow-through and personal accountability.
• Ability to work independently while also contributing to a team.
• Comfortable receiving coaching and feedback.
• Goal-oriented and motivated by measurable results.
• Strong computer skills and willingness to learn new technology.
• Experience with Captorra, Neos, CRM systems, or legal case-management software is preferred but not required.
• Previous experience in intake, customer service, call centers, sales, legal services, healthcare, or another client-facing environment is a plus.

Who Will Be Successful Here

You may be a great fit if you are someone who:

• Enjoys talking with people and making them feel heard.
• Understands that responsiveness can make a significant difference in someone's experience.
• Can show compassion while still keeping conversations organized and focused.
• Takes ownership of follow-up and does not let important details fall through the cracks.
• Is comfortable working toward measurable goals.
• Welcomes feedback and looks for ways to improve.
• Works well as part of a team and is willing to help others.
• Looks for smarter and more efficient ways to complete work.
• Takes pride in providing a high level of service.

Our Culture

At Buckfire Law, our Core Values guide how we work with our clients and with one another.

Teamwork – We work together and support one another to achieve the best possible outcome.

Professionalism – We communicate respectfully and take pride in the way we represent the firm.

Compassion – We understand that many people contacting our firm are going through difficult circumstances, and we treat them with patience and care.

Integrity – We are honest, ethical, and trustworthy in every interaction.

Accountability – We take ownership of our responsibilities and follow through on our commitments.

Smart – We look for efficient, thoughtful, and effective ways to solve problems and improve our work.

What We Offer

• Competitive compensation.
• Health insurance and additional benefits.
• Paid time off.
• Training and development opportunities.
• Experience with industry-leading intake and case-management technology.
• Opportunities for professional growth within a growing law firm.
• A collaborative and team-oriented workplace.

Schedule

• Full-time.
• Monday through Friday.
• Day shift.
• 8-hour shifts.

Join Our Team

If you are looking for a role where strong communication, compassion, organization, and follow-through can make a meaningful difference for clients, we would love to hear from you.

Build Your Career. Make an Impact. Grow With Us.