Law Firm Intake Concierge

At Goldfarb & Luu, the intake experience is not administrative — it is mission-critical. We are seeking an experienced Intake Specialist who brings a calm, steady presence to every conversation and makes people feel heard, safe, and genuinely cared for from the first call.

Our ideal candidate is an exceptional listener with emotional intelligence, sharp attention to detail, and the confidence to guide prospective clients through sensitive life and legacy planning matters. You communicate clearly, follow up thoughtfully, and take initiative without being prompted. You are tech-savvy, comfortable working within modern AI-driven workflows and systems, and you understand that precision and compassion must coexist.

If you take pride in converting uncertainty into clarity and building trust within minutes, we would like to meet you.

(OUR OFFICE IS IN TARZANA. This is also an IN-PERSON job only.)

$22 - $25 hourly DOE plus benefits

At Goldfarb Luu, the client experience is critical. This is not a transactional practice — every prospective client should feel supported, reassured, and confident that there is no better firm to guide and care for them.

Client Interaction:

• Serve as the first point of contact for prospective estate planning, trust administration, elder law, and court-related clients, delivering a calm, confident, and empathetic presence.
• Conduct thorough initial conversations by phone, email, or text, asking thoughtful follow-up questions to clarify legal needs and assess fit.
• Listen actively and attentively, demonstrating emotional intelligence, professionalism, and respect for clients navigating sensitive life, family, or financial matters.
• Clearly explain next steps and set expectations in a way that builds trust and confidence in the firm.

Data Collection and Documentation:

• Follow established scripts, structured intake protocols, and AI-driven workflows to ensure complete and accurate information capture.
• Accurately document client details, factual summaries, and relevant nuances in the firm’s technology systems with exceptional attention to detail.
• Maintain strict confidentiality and handle sensitive personal, medical, and financial information with integrity and discretion.
• Ensure intake records are organized, thorough, and attorney-ready.

Coordination and Communication:

• Schedule initial calls and consultations with the lawyers or paralegals (phone, Zoom, or in person) strategically, aligning prospective clients with the appropriate attorney and practice area.
• Manage attorney calendars to maximize efficiency and support responsible caseload growth.
• Communicate clearly and proactively with attorneys and team members regarding client needs, urgency, and case dynamics.
• Provide prospective clients with accurate information about the firm’s services, processes, timelines, and engagement procedures.

Client Management:

• Own the intake lifecycle from first contact through engagement, demonstrating accountability and dependable follow-through.
• Implement structured, thoughtful follow-up to move matters forward while remaining client-centered and never high-pressure.
• Track pending prospects, monitor responsiveness, and proactively re-engage where appropriate.
• Exercise sound judgment in identifying qualified matters and elevating time-sensitive or complex issues to attorneys.

• Client Experience Service Excellence:
• Deliver a client-first experience rooted in empathy, integrity, and clear communication.
• Address initial concerns with patience and reassurance, helping clients feel supported and understood.
• Uphold the firm’s standards of excellence by ensuring every interaction reflects care and professionalism.
• Contribute ideas to improve the intake experience and strengthen client trust from the outset.

Administrative Operational Support:

• Manage intake forms, engagement documentation, and onboarding materials with precision and efficiency.
• Support workflow optimization through effective use of technology, automation, and AI-enabled systems.
• Maintain organized digital files and accurate tracking systems to ensure accountability and operational clarity.
• Participate in continuous improvement initiatives aligned with the firm’s commitment to growth, efficiency, and excellence.

Education:

• High school diploma or equivalent required; additional education or training in customer service, sales, social work, psychology, communications, or a related field is a plus.

Experience:

• Previous experience in a customer service, sales, social work, or legal environment is required, especially in roles involving direct client interaction.
• Experience in estate planning, elder law, probate, trust administration, or similarly sensitive practice areas strongly preferred.
• Demonstrated success in lead qualification, consult scheduling, or client conversion metrics is highly desirable.
• Experience working within structured systems, scripts, and process-driven environments preferred.

Skills:

• Excellent interpersonal, verbal, and written communication skills.
• Strong empathy, compassion, and active listening abilities.
• Ability to communicate clearly and confidently with individuals experiencing stress, grief, or uncertainty.
• Sound judgment in assessing case fit, identifying urgency, and recognizing potential red flags.
• Ability to follow established scripts, AI workflows, and protocols accurately while exercising professional discretion.
• Detail-oriented with strong organizational and documentation skills.
• High proficiency with CRM and case management systems (e.g., Clio).
• Tech savvy, including comfort with VOIP phone systems, automation tools, AI-enabled workflows, and modern office technology.
• Ability to manage the client process from initial contact through conversion to engagement with accountability and follow-through.
• Skill in structured, thoughtful follow-up without creating pressure or discomfort.
• Ability to prioritize tasks independently and take initiative without constant supervision.
• Understanding of confidentiality obligations and discretion required in a legal environment.

Personal Attributes:

• Warm, welcoming, energetic, and personable demeanor with a calm, steady presence.
• Patient and understanding, particularly with elderly clients and families navigating difficult life circumstances.
• Emotionally intelligent and resilient — able to hear sad, complex, or highly personal stories with sensitivity while maintaining professional boundaries and not taking matters personally.
• Reliable, professional, and trustworthy with strong accountability.
• Growth mindset and openness to feedback, continuous improvement, and excellence in client service.
• Committed to a client-first philosophy rather than transactional interactions.

Are you in the wrong job — even if it looks good on paper?

Do you want to feel truly invaluable, supported, and respected in a professional, drama-free environment? Do you want to grow your skills in a firm that expects excellence but invests in its people for the long term? Do you want your work to matter — not just fill a to-do list?

If so, we may want to meet you.

Goldfarb & Luu is a boutique estate planning, trust administration, elder law, and probate firm. We counsel, educate, and guide families through some of the most significant and emotionally complex moments of their lives to provide clarity, protection, and peace of mind.

Our culture is relaxed and collegial, but our standards are exceptionally high. We value empathy, accountability, precision, and continuous growth.

We are committed to diversity, equity, and inclusion, and to treating every client and team member with dignity and respect.

We practice law differently from the industry standard.