Are you passionate about connecting with clients and making their legal journeys seamless and supportive?
Do you thrive in orchestrating efficient and empathetic client experiences that align with a firm's mission for excellence?
Can you lead a team to ensure every client receives the highest level of care and understanding from the first interaction?
Is your approach to client intake both strategic and empathetic, focused on nurturing long-term relationships?
Final question: When faced with a challenge, do you get excited or run away?
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Simpson Law Firm is a vibrant practice dedicated to serving the communities of South Carolina and North Carolina with expert legal counsel in Wills, Trusts, Estate Administration, and Elder Law. Our offices, located in Fort Mill and Charlotte, have become integral parts of the local community, known for providing services that protect families and secure futures.
The role of Client Intake Manager at Simpson Law Firm is crucial to our mission of providing high-quality, personalized legal services. This position ensures that our potential clients have a seamless and informative initial interaction with our firm, setting the tone for their entire legal journey. The Client Intake Manager will be instrumental in bridging the gap between potential clients and our dedicated team, ensuring all inquiries are addressed promptly and professionally, thereby enhancing our client relationships and overall satisfaction. This role reports to the Chief of Staff and works closely with Marketing, IT, attorneys, and other department leaders.
What you’ll do:
- Intake Oversight & Lead Conversion: Ensure every inquiry receives prompt follow-up, with a target response time of within one hour during business hours, zero missed calls, disciplined call follow-up, and strong lead-to-consult conversion.
- Team Leadership & Development: Lead training, cross-training, and oversee scheduling to ensure phone coverage throughout office hours. Lead weekly team meetings, coaching, performance management, and quarterly check-ins while building a positive, accountable, high-performing Intake team.
- Process Improvement & SOPs: Develop and maintain intake SOPs, templates, resources, and workflows, proactively identify breakdowns, and implement practical solutions that improve efficiency and team performance.
- Cross-Functional Coordination: Partner with the Chief of Staff, Marketing, IT, attorney teams, and other department leaders to support consult scheduling, intake automations, seminar follow-up, document signing support, and seamless workflow across the firm.
- Pipeline & KPI Management: Maintain accurate Lawmatics pipeline data, track intake and conversion KPIs, monitor calls, leads, consultations, hires, and missed calls, and provide monthly performance reporting to leadership.
- Data Management: Maintain accurate client records and ensure all client information is handled securely and confidentially.
- Collaboration: Work closely with attorneys and staff to ensure seamless client handoff and service continuity.
- Feedback Implementation: Gather client feedback and use insights to improve service delivery and client satisfaction.
What we’re looking for:
- Relevant Experience: 3+ years of experience in client intake, customer service, or sales within a legal or professional services environment, with at least 1 year of team leadership or supervisory experience preferred.
- Education: High school diploma required; associate’s or bachelor’s degree preferred.
- Notary: Active Notary Public commission preferred, or willingness to obtain one.
- Technology Proficiency: Proficiency with Lawmatics or a comparable CRM and Microsoft 365, including Outlook, Teams, and Excel.
- Communication Skills: Exceptional verbal and written communication skills to effectively interact with clients and team members.
- Organizational Skills: Proven ability to manage multiple priorities and maintain a well-organized workflow.
- Empathy and Patience: Strong interpersonal skills with the ability to empathize with clients during stressful times.
- Leadership & Accountability: Demonstrated ability to coach team members, set clear expectations, address performance concerns, document follow-up, and maintain a calm, professional presence under pressure.
Data-Driven Problem Solving: Uses CRM data and KPIs to identify trends, diagnose process breakdowns, and implement practical solutions while remaining adaptable under pressure.
Why you should work here:
- Growth Opportunities: Join a firm that values professional growth and offers opportunities to advance your career.
- Collaborative Culture: Be a part of a team-driven environment that fosters collaboration and mutual support.
- Client-Centric Focus: Work in a firm that prioritizes the client experience and encourages innovative approaches.
- Community Impact: Engage in meaningful work that directly benefits the local community through legal protection and planning.
Additional perks:
- Benefits: Details will be discussed during the interview process.
- Onsite Role: This is a full-time, in-office position based in Fort Mill, SC. Standard business hours apply, with occasional flexibility needed for seminars, firm events, and signing support.
Join us at Simpson Law Firm, where your role as Client Intake Manager will be pivotal in fostering client trust and satisfaction. We invite dedicated professionals who are committed to making a real difference in our clients' lives to apply. Your contributions will be essential to our mission of providing exceptional legal services and building lasting client relationships. Apply today and become a key part of our team.