Intake Manager

Boroja, Bernier & Associates PLLC; Shelby Township (MI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Paid Holidays

401(k) Retirement Plan

Health Insurance Access

Job summary

A legal firm in Shelby Township is seeking an Intake Manager to manage client interactions and improve service conversion rates. You will be responsible for the entire intake process, from lead qualification to engagement. Candidates should have at least three years of experience in intake or client services, preferably in a law firm, and possess strong communication and data analysis skills. This role offers an opportunity to significantly impact client acquisition and operational efficiency within the firm.

Qualifications

• Minimum of 3 years in intake, client services, or sales within a professional setting; law firm experience preferred.
• Experience in consultative sales in a law firm or professional services environment.
• Strong communication and listening skills for sensitive client interactions.
• Process Management: Skilled in managing structured workflows and maintaining accurate client records through CRM systems such as Clio Grow and Clio Manage
• Data Analysis: Ability to track key performance metrics including close rate, response time, and lead quality, using insights to refine strategy and improve results
• Collaboration and Adaptability: Works effectively with firm leadership and staff, contributing ideas that improve processes and client experience; open to feedback and driven to achieve measurable outcomes

Responsibilities

• Conduct consultations to qualify and convert leads into retained clients.
• Own the firm’s intake process from first contact to signed engagement.
• Analyze data to identify which channels produce the best results.
• Own the firm’s intake process from first contact to signed engagement
• Improve conversion rates by identifying strong cases and filtering out poor fits
• Maintain consistent follow-up and communication across every lead source
• Drive measurable performance improvements, raising the firm’s close rate from roughly 20 percent toward the target range of 50–80 percent for qualified leads
• Manage data and lead flow inside Clio Grow and Clio Manage
• Ensure accurate entry, complete documentation, and seamless handoffs to attorneys
• Review and refine intake workflows to reduce friction and increase efficiency
• Partner with firm leadership to evaluate lead quality and marketing ROI
• Analyze data to identify which channels produce the best results and provide insights and recommendations that inform strategic decisions
• Develop and maintain SOPs that improve consistency and performance
• Test new approaches to consultations, scripts, and communication workflows
• Continuously look for ways to increase efficiency across the intake funnel and cross‑functional alignment
• Coordinate with attorneys and administrative staff for smooth case transitions
• Keep all departments informed on new sign‑ups, pending matters, and client updates

Skills

Client Communication

Process Management

Data Analysis

Collaboration and Adaptability

Tools

Clio Grow

Clio Manage

Job description

Join to apply for the Intake Manager role at Boroja, Bernier & Associates PLLC

Rooted in compassion and driven by results, Boroja, Bernier & Associates is a trusted legal advocate for individuals and families across Michigan. Based in Shelby Township, the firm represents clients in family law, probate and estate planning, criminal defense, and disability matters. Every case is handled with empathy, professionalism, and a deep commitment to achieving the best possible outcome.

We are seeking an Intake Manager who will serve as the cornerstone of the client experience. This individual will ensure that every new inquiry receives the attention, care, and structure it deserves while combining compassion with strategy to turn first contacts into lasting client relationships.

Responsibilities

• Conduct consultations that qualify and convert leads into retained clients
• Confidently explain services, discuss fees, and guide clients through the decision process
• Handle each interaction with professionalism, empathy, and urgency
• Own the firm’s intake process from first contact to signed engagement
• Improve conversion rates by identifying strong cases and filtering out poor fits
• Maintain consistent follow-up and communication across every lead source
• Drive measurable performance improvements, raising the firm’s close rate from roughly 20 percent toward the target range of 50–80 percent for qualified leads
• Manage data and lead flow inside Clio Grow and Clio Manage
• Ensure accurate entry, complete documentation, and seamless handoffs to attorneys
• Review and refine intake workflows to reduce friction and increase efficiency
• Partner with firm leadership to evaluate lead quality and marketing ROI
• Analyze data to identify which channels produce the best results and provide insights and recommendations that inform strategic decisions
• Develop and maintain SOPs that improve consistency and performance
• Test new approaches to consultations, scripts, and communication workflows
• Continuously look for ways to increase efficiency across the intake funnel and cross‑functional alignment
• Coordinate with attorneys and administrative staff for smooth case transitions
• Keep all departments informed on new sign‑ups, pending matters, and client updates

Qualifications

• Experience: Minimum of 3 years in intake, client services, or sales within a professional setting; prior law firm experience strongly preferred
• Sales and Legal Insight: Experience in intake or consultative sales within a law firm or professional services environment; ability to qualify leads and convert them into retained clients; familiarity with family law, probate, or estate planning preferred
• Client Communication: Strong communication and listening skills, capable of building trust and maintaining professionalism in sensitive client interactions
• Process Management: Skilled in managing structured workflows and maintaining accurate client records through CRM systems such as Clio Grow and Clio Manage
• Data Analysis: Ability to track key performance metrics including close rate, response time, and lead quality, using insights to refine strategy and improve results
• Collaboration and Adaptability: Works effectively with firm leadership and staff, contributing ideas that improve processes and client experience; open to feedback and driven to achieve measurable outcomes

Why Join

• Client Impact: Serve as the first point of contact for clients seeking help during critical moments, setting the tone for trust, care, and professionalism
• Collaborative Culture: Partner directly with engaged firm leaders who value innovation, initiative, and transparency
• Growth Opportunity: Take ownership of a vital function and help shape how the firm’s intake operations evolve as the firm expands
• Operational Excellence: Join a results‑oriented environment that values precision, compassion, and accountability in every client interaction

Benefits

• Paid Time Off (PTO): Earn and use PTO to recharge and maintain work‑life balance
• Paid Holidays: Enjoy six designated paid holidays each year
• 401(k) Retirement Plan: Eligible after six months of employment, with up to a 3% employee match
• Health Insurance Access: Access to the firm’s healthcare plan (employee‑paid)

To apply: Submit your application by clicking the “Apply” button and applying on the Crisp Recruit page that opens to the “Intake Manager” posting.

If you have any questions, please email [e-mail]. Please do not reach out through our website’s contact information or via direct messaging on any social media platform.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Management

Industries

• Law Practice