Overview: Law Mom®, a modern estate, probate, and trust administration law firm, seeks an experienced Intake Supervisor to oversee the intake process and ensure our team exceeds client expectations and meets firm goals. The Intake Supervisor will coach the intake team, participate in day-to-day activities, implement effective strategies, pull data analytics, and refine processes to ensure optimal performance. This role is essential in upholding our firm’s commitment to providing 5-star client service and empowering clients through every step of their estate planning journey.
"At Law Mom®, we pride ourselves on providing compassionate, client-centered estate planning services. Our mission is to empower clients through education and deliver 5-star care at every step. We believe in teamwork, accountability, and community-focused service. If you’re passionate about making a difference and helping families secure their legacies, we invite you to join our team."
Authority: Non-attorney support staff are prohibited by the ABA’s Rules of Professional Conduct and State Bar Association Rules from practicing law. All client work done by Assistants must be in support of and under the direct supervision of an attorney. In dealing with clients, Assistants must be careful not to slip into the unlawful practice of law inadvertently. This would include answering client questions about what will happen in their case or recommending that a client undertake a certain course of action during their case.
Key Responsibilities:
Team Supervision and Coaching:
- Oversee and manage the intake team, ensuring each member provides exceptional service.
- Provide coaching and ongoing training to intake staff to help them meet and exceed performance expectations.
- Conduct performance reviews to assess staff strengths and areas for improvement based on KPIs.
- Foster a collaborative and supportive environment where intake staff feel empowered to succeed.
Data Analytics and Strategy Implementation:
- Develop, track, and analyze key performance metrics to assess intake team effectiveness, client conversion rates, and overall performance.
- We will use data from our CRM (Zoho), confirming that it is accurate, to inform decisions on strategies and adjustments needed to optimize the intake process.
- Collaborate with the Owner, C-Suite, and other teams to implement data-driven strategies that align with firm goals.
- Regularly report on intake performance, providing actionable insights to improve client satisfaction and increase conversion rates.
"Ensure the intake team delivers a 5-star client experience, leaving clients feeling confident, cared about, and empowered with the knowledge to make informed decisions."
Client Experience and Service Excellence:
- Ensure intake processes deliver a 5-star client experience, where every client interaction leaves them feeling heard, empowered, and cared about.
- Work closely with the Welcome Coordinator and Attorneys to ensure clients have a seamless and supportive experience from their first contact with the firm.
- Implement strategies to continually improve client satisfaction, reduce delays in response times, and ensure the intake team meets client needs promptly and effectively.
"As an Intake Supervisor, you will play a key role in upholding our commitment to providing exceptional client care. Your work will help ensure that every client feels heard, empowered, and supported through their estate planning journey."
Goal Setting and Achievement:
- Set and monitor intake and sales goals related to lead conversion, client follow-ups, and scheduled consultations.
- Ensure intake and attorney staff meet key metrics for new client sign-ups and that all outreach efforts align with firm objectives.
- Identify opportunities to improve intake efficiency, particularly in managing follow-up calls and ensuring that prospective clients are nurtured appropriately.
"We are looking for someone who is passionate about helping others, thrives in a collaborative team environment, and is dedicated to providing top-notch service to clients."
Process Improvement:
- Continuously review and refine the intake process to enhance efficiency and client engagement.
- Identify and assist in areas where automation, technology, or additional training can improve intake operations and reduce bottlenecks.
- Collaborate with marketing, legal, and administrative teams to ensure that intake processes align with the firm's overall goals.
Reporting:
- Provide detailed reports on intake performance, conversion rates, client feedback, and other relevant metrics.
- Develop reports to monitor how intake strategies impact client sign-ups and overall business growth.
- Make data-driven recommendations to the Owner and C-Suite on potential process improvements and staffing needs.
Qualifications:
Proven experience in a supervisory or management role, preferably in legal intake, customer service, or a related field.
- Strong analytical skills, with the ability to track and interpret performance metrics and data.
- Experience coaching and managing teams with a focus on fostering development and continuous improvement.
- Excellent communication and interpersonal skills, passionate about delivering outstanding client service.
- Proficiency in CRM software (Zoho preferred), MS Office, and Google Workspace is mandatory.
- High attention to detail, with the ability to balance multiple priorities in a fast-paced environment.
- Prior experience in estate planning or legal services is preferred but not required.
Preferred Qualifications:
- Bilingual (Spanish preferred but not required).
- Experience with client service roles in sales, legal, or customer-facing industries.
- Familiarity with performance metrics in legal intake or related industries.
Benefits:
- Potential for performance bonuses up to $40,000.00.
- Competitive salary commensurate with experience.
- Opportunity to shape the intake process for a growing law firm.
- Access to professional development and leadership opportunities.
- Comprehensive benefits package, including health, disability, life insurance, and retirement plans.
At Law Mom®, we are driven by a commitment to providing 5-star client care. We prioritize personalized, compassionate service that leaves every client feel heard, empowered and cared for. Our firm operates with the highest standards of integrity, ensuring transparency and honesty in everything we do. We believe in empowering our clients through education and helping them make informed decisions about their estate planning. As a team, we work together with a focus on innovation, always seeking creative solutions to meet our clients’ unique needs. Our commitment to community engagement and compassion drives us to give back and make a positive impact on those around us. Above all, we value team collaboration, always putting the firm’s mission and our client’s well-being first.
How to Apply: Please send your resume and a cover letter explaining how our values align with your personal and professional philosophy. We want to know how you embody these values in your work and how you can contribute to upholding and advancing them at Law Mom®.
