Legal Intake Specialist - Personal Injury
About Us
Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong client-focused systems to ensure consistency, compliance, and an outstanding experience from the very first interaction. We work closely with partner legal teams to connect injured individuals with the legal support they need, and our intake team plays a critical role in setting the tone for every client relationship. About The Role We are seeking a high-energy, empathetic, and motivated Legal Intake Specialist to serve as the first point of contact for individuals seeking legal help after an injury. In this role, your goal is to listen, qualify, and warmly introduce potential clients to our partner legal teams using an assumptive, sales-minded approach. You will guide callers through the early stages of their legal journey with confidence, compassion, and urgency, ensuring they feel heard, supported, and ready for the next step. This is a fast-paced position well-suited for individuals with backgrounds in legal intake, sales, customer service, call centers, or customer acquisition of any kind, who thrive in high-volume environments and know how to balance empathy with performance.
Key Responsibilities
- Respond to incoming inquiries via phone, web forms, and chat in real time, providing rapid, attentive support to individuals seeking legal help after an injury.
- Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential case details such as incident information, injuries, liability, and insurance status.
- Apply proprietary scripts and strict qualification criteria to quickly determine whether a case is a fit for partner legal teams.
- Use an assumptive, sales-minded approach to perform live warm transfers to law firms or schedule timely callbacks for qualified leads.
- Accurately document all caller information, case details, and outcomes in Salesforce, ensuring data accuracy and completeness.
- Manage follow-ups for pending leads, maintaining an organized pipeline and re-engaging prospects who were not ready to proceed on initial contact.
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 personal injury matter.
- Tech-savvy and comfortable typing 45+ 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:
- Personal injury intake experience.
- Experience with Salesforce.
- Bilingual (English/Spanish).
Requirements
- This is a remote position open to candidates located in CA, FL, OH, UT, or TX. The role requires availability Monday through Friday, 8:00 AM–5:00 PM Mountain Time.
What We Offer
- $20/hour (full-time, 40 hours/week).
- Performance based incentives.
- Paid time off (PTO) with increases based on tenure.
- Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.
This is an on-site position based in Lehi, Utah. Only candidates currently located in Lehi. Utah will be considered. Apply tot his job Apply To this Job