Intake Specialist - Lemon Law Firm

Job description:

Sina Rez Law is a fast-growing California Lemon Law firm — having doubled in size for two consecutive years — and we're looking for our next Intake Specialist to join our team.

We help Californians whose new or leased vehicles turned out to be lemons pursue the buyback, replacement, or cash settlement they may be owed. Most people who call us are frustrated and unsure whether they have a case. You'll be the first person to listen, ask the right questions, and gather what we need to find out.

This is a high-volume, fast-paced call center role. You'll be handling back-to-back inbound and outbound calls, which means you need sharp customer service instincts paired with real sales ability. Once a case is cleared to move forward, you're the one who closes it — presenting the retainer agreement and getting it signed.

This is also a strong opportunity for anyone looking to build a long-term career in the legal field — Intake Specialists who excel here may grow into larger roles within the firm as we continue to expand.

What You'll Do

• Field inbound calls, texts, and emails from leads, plus make a minimum of 50 outbound calls per day, running a structured intake conversation for each one.
• Respond to new leads within a short window of receipt. Most of our leads come from online submissions, and quick follow-up is essential to capturing interest before it cools.
• Give potential clients a clear, honest overview of Lemon Law and what the process looks like — answering questions and addressing objections directly.
• Conduct a detailed, structured intake, capturing every relevant fact of the case in full, while typing accurately and efficiently to log detailed information in real time as the conversation unfolds.
• Collect documentation that supports the client's verbal account, including repair orders, purchase/lease agreements, and related records.
• Compile and process this documentation, then submit the completed file to our evaluators for a case decision.
• Sell the retainer. Once a case is approved to move forward, walk the client through the retainer agreement, handle objections, and get it signed.
• Follow up persistently with potential clients until the retainer is signed.
• Once signed, convert the file into FileVine and hand it off cleanly to the Case Management/legal team.
• Accurately log all documentation and case details across our systems (Lead Docket, FileVine, and VineSign).
• Work as part of a team. We operate collaboratively so that no case — and no call — goes unhandled; you'll pitch in on teammates' calls when needed, and they'll do the same for you.

Schedule & Start Date

• We're open 7 days a week, so your two days off could fall anywhere in the week (for example Friday/Saturday or Sunday/Monday) depending on the firm's needs.

What We Offer

• $30–$32/hour base pay ($62,400–$66,560/year at full-time hours), plus performance bonus opportunities.
• $75/month home office stipend to help cover internet, utilities, and phone usage.
• Medical, dental, and vision coverage, along with PTO and sick days, beginning after 90 days of employment.
• A complete work-from-home equipment kit — laptop, monitor, headset, keyboard, and mouse — provided by the firm.
• Hands-on training on every system you'll use — Lead Docket, FileVine, VineSign, Slack, and Gmail — plus ongoing coaching, call-flow development, and role-playing sessions with your Intake Manager.
• A role with real stakes and real impact — helping people get back the time and money they're owed.

What We're Looking For

• A blend of customer service and sales ability. This is a call center role where genuine empathy and consultative selling matter equally — you'll need to earn trust and close the retainer.
• A proactive mindset — you anticipate next steps and follow up without being prompted.
• Strong organization, time management, teamwork, and communication skills — these matter just as much as sales ability in this role.
• Prior experience in intake, inside sales, or a call center environment preferred; Lemon Law or other legal intake experience is a plus.
• Strong phone presence: clear communication, genuine empathy, and patience with frustrated callers.
• Excellent typing skills, with the speed and accuracy to capture detailed, correct information while actively on a call.
• Comfort with a high-volume, metrics-driven production environment — back-to-back inbound and outbound calls, with a minimum of 50 outbound calls per day.
• Sharp attention to detail for accurate data entry and documentation.
• A quiet, reliable home workspace with stable high-speed internet.
• Full-time availability and dependable attendance, including our 7-day-a-week coverage schedule.

Pay: $30.00 - $32.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Application Question(s):

• Do you have a quiet, reliable workspace with internet access?

Experience:

• High Volume Call Center: 1 year (Preferred)
• Customer Service: 1 year (Required)
• Legal Intake: 1 year (Preferred)
• CRM or Case Management Software: 1 year (Preferred)
• Sales: 1 year (Required)
• Lemon Law: 1 year (Preferred)

Language:

• English/Spanish (Preferred)

Location:

• Nevada (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: Remote