Legal Intake Virtual Assistant (VA) - Phone & Call Handling Focus

Valgorithm is a consulting firm that helps legal and healthcare businesses streamline their operations through automation, fractional services, and dedicated virtual support.

We are looking for a warm, patient, and highly communicative Legal Intake Virtual Assistant to join our team and support a U.S. employment law practice by answering inbound calls from leads, listening carefully to their stories and documenting their information accurately in structured intake forms. If you enjoy talking with people, listening with patience and respect, and making them feel heard, this role is for you.

Responsibilities

• Answer inbound calls from potential clients with warmth, patience, and professionalism.
• Listen carefully to each caller’s story and make them feel heard and respected, without giving legal advice.
• Complete intake forms accurately and in detail, following the firm’s guidelines.
• Write clear, well-organized summaries of each caller’s situation for the legal team.
• Handle follow-up calls from existing leads and make outbound calls as assigned.
• Flag urgent or unusual cases to the legal team promptly.
• Communicate clearly and respectfully with attorneys, legal staff, and the Valgorithm team.
• Support light administrative tasks when call volume is low.
• Follow Valgorithm’s internal policies and SOPs, including attendance, time tracking, and daily reporting.
• Join internal team meetings, updates, and feedback sessions.
• Keep Valgorithm informed, and raise process gaps or improvement ideas.
• Collaborate with the CEO and VA Manager to improve service quality.

30-60-90 Day Plan

First 30 Days – Onboarding & Training

• Complete Valgorithm onboarding and training on intake process and documentation standards.
• Shadow experienced intake VAs on live calls to learn the call flow, tone, and expectations.
• Begin handling intake calls under supervision.
• Learn Valgorithm’s internal policies, SOPs, and daily reporting routine.
• Hold weekly check-ins with the VA Manager.

Days 31-60 – Independent Call Handling

• Handle inbound intake calls independently with high accuracy.
• Manage follow-up calls from existing leads.
• Send accurate daily reports consistently, following internal SOPs.
• Spot incomplete or urgent leads and escalate them appropriately.

Days 61-90 – Full Ownership & Optimization

• Fully own the intake phone line during your shift with high responsiveness.
• Support outbound calls and other call-related tasks as assigned.
• Identify gaps or improvements in the intake process and suggest solutions.

Requirements

Experience & Skills

• Excellent English, both spoken and listening comprehension. You must understand callers with different accents, speaking speeds, and emotional states, and express yourself clearly and naturally.
• 1+ years of experience in a phone-based, client-facing role (legal intake, call center, customer support, or similar).
• Experience in a legal setting (legal assistant, paralegal, or legal intake) is preferred.
• Strong empathy and patience. You genuinely enjoy talking with people, listening to their stories with respect, and making them feel heard.
• A calm, professional presence on the phone, including with callers who are upset or confused.
• Strong critical thinking. You can work out what information matters, handle situations that don’t fit the script, and know when to escalate.
• High attention to detail. You can listen, type, and fill out forms accurately at the same time.
• Clear, organized writing skills for case summaries and daily reports.
• Comfortable with VoIP phone systems, web-based forms, email, Slack, and time-tracking tools.
• Ability to maintain strict confidentiality and handle sensitive personal and legal information with discretion.
• Reliable and self-directed, able to follow structured processes independently in a remote setting.

Work Environment Requirements

• Dedicated Computer: A personal computer (not shared with family members) with at least 8GB RAM, current security updates, and antivirus software.
• Primary Internet Connection: At least 20 Mbps download and 10 Mbps upload.
• Backup Internet Connection: A secondary option such as pocket wifi, a prepaid modem, or a mobile data plan.
• Quality Headset: A noise-canceling headset with a clear microphone.
• Quiet Workspace: A consistently quiet space free from background noise, which is essential for phone calls.
• Licensed Operating System: Windows 10 or…