Note: The job is a remote job and is open to candidates in USA. Horton & Mendez is a dedicated personal injury law firm based in Wilmington, North Carolina. They are seeking a dedicated After Hours Intake Specialist to manage inquiries and provide exceptional service to individuals seeking legal assistance outside regular business hours.

Responsibilities

• Respond promptly to incoming calls and inquiries from prospective clients during designated after hours availability
• Conduct structured, high-quality intake interviews and gather key case details
• Assess potential matters using established criteria and sound judgment
• Navigate complex or nuanced intake conversations with confidence and empathy
• Guide prospective clients through next steps and support forward momentum toward engagement
• Proactively follow up on warm and stalled leads with thoughtful persistence
• Prepare clear, concise case summaries for attorney and team review
• Maintain clean, current, and well-documented records in the firm's CRM system

Skills

• 2+ years of experience in legal intake, personal injury law firm, or other high-volume consultative intake environments
• Available and reliable on a non-traditional schedule, including evenings, nights, and weekends
• Demonstrated ability to handle complex and nuanced intake conversations with sound judgment
• Strong understanding of qualified vs. non-qualified matters and the ability to apply consistent screening criteria
• Proven ability to guide prospective clients through the decision process and effectively move matters toward engagement
• Advanced lead nurturing skills, including thoughtful follow-up and persistence when prospects stall in the signing process
• Strong ownership of intake quality, not just intake volume
• Confident communicator with strong written and verbal skills and high attention to detail
• Highly organized with accurate and timely documentation in CRM systems
• Ability to work independently while collaborating effectively across teams
• Professional discretion in handling sensitive information
• Prior personal injury intake experience
• Bilingual in Spanish
• Exposure to downstream legal or operations workflows
• Experience with Lead Docket or similar CRM/case management platforms

Company Overview