We are a busy, established family law firm seeking a professional, personable, and highly organized Legal Receptionist / New Client Intake Coordinator to join our team.

This is an important front-office position with primary responsibility for answering incoming calls and managing the initial intake process for potential new clients. You will take ownership of our established intake process, using written procedures and templates to ensure each potential client is promptly contacted, properly screened, accurately documented, and prepared for a consultation with our New Client Manager.

Family law clients are often contacting us during a difficult or stressful time. We are looking for someone who can be warm and compassionate while remaining professional, confident, organized, and focused on moving each caller through the appropriate next steps.

Reception & Client Communication

• Answer incoming calls promptly, professionally, and confidently

• Serve as the first point of contact for clients, potential clients, and visitors

• Greet clients and maintain a professional and welcoming front office

• Direct calls and messages to the appropriate attorney or staff member

• Respond to routine client inquiries and assist with general office communication

• Remain calm and professional when speaking with callers who may be upset, frustrated, frightened, or overwhelmed

• Handle sensitive and confidential information with discretion

Potential New Client Intake & Onboarding

• Take ownership of the firm's established new-client intake process

• Respond promptly to potential new client inquiries by telephone, email, and other approved communication channels

• Follow written intake procedures and templates to gather and accurately document relevant information

• Conduct initial screening using established firm criteria and identify matters requiring additional review

• Ask appropriate questions while accurately entering notes and information during telephone calls

• Explain the firm's intake and consultation process clearly and professionally

• Prepare qualified potential clients for consultation with our New Client Manager and schedule consultations

• Recognize urgent or potentially time-sensitive matters and promptly escalate them for review

• Maintain accurate intake records and follow-up tasks in the firm's case management system

• Follow up with potential clients in accordance with firm procedures

• Assist with onboarding after a new client retains the firm, helping ensure a smooth transition from potential client to active client

Administrative & Law Firm Support

• Assist with scheduling and calendar management

• Process incoming and outgoing mail and correspondence

• Maintain accurate client and potential client records

• Assist attorneys and staff with general administrative duties

• Help keep the front office organized and operating efficiently

Our ideal candidate is:

• Warm, personable, and professional

• Confident and comfortable speaking with people on the telephone

• An excellent listener who can ask appropriate questions and obtain accurate information

• Able to type accurate notes while speaking on the telephone

• Highly organized and detail-oriented

• Comfortable following written procedures and established workflows

• Reliable, dependable, and able to follow through on assigned tasks

• Able to take ownership of a process rather than waiting to be told what to do next

• Comfortable learning and using case management and other computer systems

• Able to communicate clearly and professionally, both verbally and in writing

• Comfortable working in a busy law office where priorities can change throughout the day

• Professional and discreet with confidential information

• English/Spanish bilingual preferred; employees who are proficient in both English and Spanish receive a 5% bilingual pay premium

Previous experience in a law firm, professional office, receptionist, intake, customer service, or administrative position is preferred. Family law experience is a plus, but is not required. Strong telephone, computer, communication, and organizational skills are essential.

Carroll Law Office is a growing law firm based in Santa Rosa. We champion clients' rights in complex divorce cases and protect parents' rights in the most important issue: child custody and visitation. We also work with parents caught in Dependency (Child Protective Services) Cases and high-conflict domestic violence cases. Our support staff is amazing and supports our attorneys' success.