Client Intake Manager

crisprecruit; Fort Mill (SC); On-site; USD 30,000 - 39,000; Full time

Job summary

Simpson Law Firm in Fort Mill, SC is seeking a Client Intake Manager to elevate first contact with potential clients. You will oversee intake, ensure prompt follow-up within one hour during business hours, and coordinate with Marketing, IT, and attorneys to deliver a smooth client experience.

You will lead an intake team, develop SOPs, track KPIs, maintain secure client records, and drive improvements based on client feedback.

Qualifications

• 3+ years of experience in client intake, customer service, or sales within a legal or professional services environment.
• At least 1 year of team leadership or supervisory experience preferred.
• Notary: Active Notary Public commission preferred, or willingness to obtain one.
• Technology Proficiency: 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.

Responsibilities

• Oversee intake operations with prompt follow-up and strong lead-to-consult conversion.
• Lead training, scheduling, and weekly meetings for the Intake team.
• Develop and maintain intake SOPs, templates, resources, and workflows.
• Coordinate with Chief of Staff, Marketing, IT, and attorneys for seamless scheduling and workflow.
• Maintain Lawmatics pipeline data and report KPIs monthly to leadership.
• Manage client records securely and confidentially.
• Collaborate with attorneys and staff to ensure smooth client handoff.
• Gather and act on client feedback to improve service delivery.

Skills

CRM proficiency

Leadership

Communication

Customer service

Data-driven problem solving

Education

High school diploma

Associate/Bachelor degree preferred

Tools

Lawmatics

Microsoft 365

Outlook

Teams

Excel

Job description

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 car