Are you someone who thrives on helping people in meaningful moments while also excelling in a fast-paced, results-driven environment? As an Intake Analyst, you are the first impression of our firm—and one of the most important.

Your primary responsibilities will be to build confidence and trust with the caller, analyze the caller’s situation to determine whether they have a legal problem the firm can solve, and schedule the initial consultations.

The Intake Analyst will respond to inquiries from voicemail or other platforms, follow up on leads generated from the marketing team, document, and update information in our CRM.

What will you do:

• Serve as the first point of contact for all incoming client inquiries (calls, texts, website, voicemail, etc.)

• Build rapport and establish trust with prospective clients

• Ask thoughtful, strategic questions to assess each caller’s situation

• Determine if the firm can provide a solution and confidently communicate next steps

• Create urgency and clearly articulate the value of taking action now

• Schedule Initial Consultations and manage appointment changes (reschedules/cancellations)

• Follow up on marketing-generated leads through outbound calls and messages

• Accurately document all interactions and updates in the firm’s CRM

• Route calls appropriately when needed

• Accept payments when applicable

• Support the marketing team with special projects

• Complete additional tasks and projects as assigned

What You Bring

• Strong communication skills—both empathetic and persuasive

• Ability to quickly build rapport and confidence over the phone

• High attention to detail and the ability to manage multiple tasks at once

• Experience with CRM systems (or ability to learn quickly)

• A proactive, solutions-oriented mindset

• Professionalism and emotional intelligence when handling sensitive situations

• High school diploma or equivalent required

• 1+year of phone customer service experience in a professional office environment

• 1+year of phone sales experience (achieving metrics highly preferred)

Why Nelson Elder Care Law?

Work That Matters: The work we do changes lives. Every case represents a family looking for guidance, protection, and peace of mind during a difficult season.

A Team That Cares: We believe culture matters. We work hard, support each other, celebrate wins, and genuinely care about both clients and our teammates.

Growth Opportunities: We're committed to developing our people. Whether you're looking to deepen your legal expertise or grow your career, we'll provide opportunities to learn, contribute, and advance.

Ownership and Impact: We trust our team members to take ownership of their work and make a meaningful impact on the client experience every day.

Benefits & Perks:

• Medical, Dental & Vision (Company pays 50% of premiums)
• Company-paid basic life and disability
• 401(k) with company match
• Free Estate Planning
• PTO and holidays
• Paid trip after 5 years! Recognition, events, celebrations, and more
• Professional growth opportunities and career path