Remote Intake Specialist — Evening Shift (Legal Intake / Appointment Setter)

This is a remote position.

Description

Reeves Lavallee, P.C. is a Worcester, Massachusetts law firm serving families and individuals in family law, probate, estate planning, real estate, and civil matters. When someone calls us, it is usually one of the hardest weeks of their life. The Intake Specialist is the first person they speak to.

Schedule: Monday through Friday, 12:00 PM to 9:00 PM Eastern, with a one-hour unpaid dinner break. 40 paid hours per week.
Location: Fully remote, United States. W-2 employee, non-exempt, paid biweekly by direct deposit.
Starting pay: $18.00 per hour, or the prevailing minimum wage in your state if that is higher.

This is our afternoon and evening desk. Legal problems do not keep business hours, and the calls that come in after 5 PM are frequently from people who could not call from work — they are some of the most motivated callers we get, and right now too many of them reach voicemail. You are the person who picks up instead.

This is a phone-first role. You answer inbound calls from new leads and existing clients, take their information accurately while you are on the line, and work our intake steps in the firm's staff portal as the call happens. We have spent the last year building tools so this job is about the caller and not about paperwork — the portal runs conflict checks, queues the follow-up letters, and tells you what is due each day. It is still fast-paced and detail-heavy, and it matters — a call that goes unanswered is a family that goes somewhere else.

How performance is measured. We tell you up front, because we measure it and review it with you: calls that ring your extension and are not answered while you are available; share of your scheduled shift in an Available state; whether new-lead calls get missed because a lower-priority task was in progress; and completeness of your intake records against our 11-step standard. Calls are recorded and rated nightly against our rubric, and those ratings feed a weekly coaching session — that is how we train. Approved breaks, lunches, PTO, sick leave, scheduled meetings and coaching sessions, and verified technical outages are all recognized exceptions. We are not asking anyone to sit on a phone for eight hours without a break.

Our core values — STEWARD. We hire against these, and we part ways over them.

• Stewardship and Integrity — do the right thing when no one is watching
  
• Transparency and Honesty — own mistakes, communicate truthfully
  
• Excellence with Compassion — care, patience, continuous improvement
  
• Work with Focus — full attention to the task, follow it to completion
  
• Accountability and Responsibility — own your actions, correct errors promptly
  
• Reliability and Adherence to Deadlines — commitments honored
  
• Diligence in a Drama-Free Environment — no gossip, escalate appropriately
  

Our hiring process. Resume and application note, a brief personality assessment, then a live phone screen. We call every reference before making an offer. An offer is contingent on a background check and on completing our intake training course, which includes learning our call script. The first 90 days are a probationary period.

To apply, submit your resume and a short note telling us: (1) the state you live and would work in, (2) your internet setup, including whether you are wired to the router and your most recent speed test result, and (3) a time you handled an upset caller and what you did.

Reeves Lavallee, P.C. is an equal opportunity employer.

Requirements

What you'll do

• Answer inbound calls by the second ring, with a friendly tone. New-lead and client calls are the top priority in this role — above every other task on your list.
  
• Complete the intake while the caller is talking — work our 11-step intake in the staff portal, entering name spellings, addresses, phone numbers, case type, contact preference, and referral source correctly the first time. The portal runs the conflict check for you; your job is to read the result and escalate a hit rather than guess at it.
  
• Schedule consultations on the attorney calendars, honoring per-attorney limits and blackout rules.
  
• Send confirmations by email and text, including the intake form link, ID request, and directions or Zoom instructions.
  
• Work the follow-up queue. The portal tells you which leads are due and generates the letters; you make the calls, texts, and emails and move the lead when it advances.
  
• Handle client check-in calls using our script, score each one green / yellow / red in the portal, and escalate a red the same day.
  
• Make collections and payment-reminder calls off the daily list the portal pushes to you.
  
• Log your time and close out your end-of-day record.
  

Technical requirements — please do not apply without these

• Your own modern computer, capable of running Zoom, Microsoft Office, and several browser-based tools (our staff portal and case management system) at the same time without lag.
  
• A wired ethernet connection to your router — fast and reliable. Wi-Fi-only setups are not workable for this role. Powerline adapters are acceptable where a cable run is not possible.
  
• A quiet, private workspace. You will be on the phone discussing confidential legal matters all day.
  
• Headset with a clear microphone, and a webcam for team meetings.
  
• A backup plan for internet or power loss.
  

What we're looking for

• Excellent spoken and written English; a clear, warm phone presence.
  
• Fast, accurate typing while listening — this is the core skill of the job.
  
• Obsessive about spelling of names and correct address and date formatting.
  
• Comfortable with structured processes, scripts, and checklists — and comfortable being measured on them.
  
• Comfortable working out of a web-based queue. The portal tells you what is due; we need someone who works the list rather than waiting to be told.
  
• Willing to learn and work from a script. Our intake training course requires memorizing it.
  
• Calm with upset or distressed callers; discreet with confidential information.
  
• Prior legal intake, call center, appointment setting, receptionist, or customer service experience is a plus. Legal experience is not required — we will train you on the law-office side.
  
• Authorized to work in the United States. Able to pass a background check.
  

Benefits

Base medical, dental and vision are fully employer-paid — after 60 days, the firm covers the full premium for the base plans (Aetna D1 medical, Aetna DMO dental, MetLife Vision PPO+). Enhanced plans are available at your own cost, and coverage for a spouse, children, or family is available on an employee-paid basis.

• 401(k) after 90 days, with a 3.5% employer match and a one-year vesting period.
  
• Life insurance and AD&D at 1x annual pay, fully employer-paid.
  
• Health Savings Account / Flexible Spending Account available after 60 days.
  
• Supplemental life insurance and disability coverage available, employee-paid.
  
• Paid sick leave.
  
• 11 paid holidays following the Worcester court holiday schedule, beginning after your first year.
  
• Paid vacation — one week of prorated earned vacation at your first anniversary; 80 hours at your third anniversary and each year after, with up to 10 days of rollover.
  
• Unpaid time off available with approval.
  
• The office closes when the Worcester court closes, including weather closures.
  
• Fully remote — no commute, no relocation. Paid biweekly by direct deposit.
  

Benefits are self-managed through an online portal. Eligibility follows the plan terms and the waiting periods above.