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Description

The Non-Attorney Consultation Specialist is responsible for overseeing the firm’s client intake process, ensuring that every potential client receives a compassionate, responsive, and professional experience from first contact through consultation booking and onboarding. This role combines people leadership, sales oversight, process optimization, and performance tracking to maximize qualified lead conversion while maintaining the highest level of client care.

The ideal candidate is highly organized, empathetic, data-driven, and experienced in managing intake or client services within a legal, family law, or high-emotion service environment.

Key Responsibilities:

• Personally conduct and/or oversee paid consultations with the objective of retaining clients.
• Train, coach, and hold intake staff accountable to high-level sales performance standards.
• Actively review consultation recordings and provide direct, actionable sales coaching.
• Identify and correct breakdowns in the sales process in real time.
• Implement and enforce structured follow-up systems to convert unretained prospects.
• Maintain full ownership over conversion metrics and revenue outcomes from intake.

Intake Operations & Client Experience

 Oversee all inbound leads (calls, emails, web forms, chat, and referrals) and

ensure timely, professional follow-up.

 Ensure prospective clients are treated with empathy, discretion, and

professionalism, recognizing the emotional nature of family law matters.

 Monitor intake quality to ensure accurate information gathering and proper

case screening.

 Maintain consistent intake scripts, standards, and best practices aligned

with the firm’s values.

Team Leadership & Training

 Manage, coach, and develop the Intake Specialists/Client Care team.

 Conduct regular call reviews, performance feedback, and coaching sessions.

 Train new intake staff on family law fundamentals, client communication,

and firm procedures.

 Foster a culture of accountability, compassion, and continuous

improvement.

Systems, Reporting & Process Improvement

 Manage intake systems and CRM/case management software.

 Monitor KPIs such as response time, booking rate, show rate, and retention

outcomes.

 Prepare regular intake performance reports for leadership.

 Develop and refine intake workflows, scripts, and follow-up processes.

Cross-Department Collaboration

 Work closely with attorneys, marketing, and operations to ensure alignment

between lead generation, intake, and case acceptance.

 Provide feedback to marketing on lead quality and messaging effectiveness.

 Coordinate smooth handoffs from intake to legal team.

Sales Performance & Conversion Accountability

 This is a sales-driven role with direct responsibility for converting paid consultations into retained clients. The Intake Manager is not only responsible for overseeing the intake team, but is also accountable for personally driving and enforcing conversion performance across the department.

 This position functions as a non-attorney sales closer and sales leader. Success in this role is measured primarily by conversion rate and revenue generation, not activity.

Non-Negotiable Performance Standard:

• The Intake Manager must maintain a minimum 50% consultation-to-client conversion rate every month.
• Falling below this threshold is considered a failure to meet core job requirements, not a coaching opportunity.

Why Join Our Firm

 Make a meaningful impact during one of the most difficult times in clients’

lives

 Lead a critical department that directly drives firm growth

 Collaborative, mission-driven team culture

 Opportunity to shape and improve firm-wide systems

Requirements

Required

• Proven track record of closing high-value services at or above a 50% conversion rate
• Demonstrated ability to coach others to hit measurable sales targets
• Strong command of consultation structure, objection handling, and closing techniques
• Comfort operating in a metrics-driven, performance-accountable environment
• 3+ years of experience in legal intake, client services, or sales management

(family law strongly preferred).

• Proven experience managing and coaching an intake or sales team.
• Strong understanding of high-volume inbound lead handling.
• Excellent verbal and written communication skills.
• High emotional intelligence and ability to handle sensitive client situations.
• Experience with legal CRM or case management systems (e.g., Clio, Filevine,

Lawmatics, Salesforce, or similar).

Preferred

• Experience in a family law or matrimonial law firm.
• Background in call center management or client experience leadership.
• Data-driven mindset with experience using metrics to drive improvement.
• Familiarity with intake scripting, call scoring, and quality assurance

processes.

Key Competencies

• Empathy and client-centered communication
• Leadership and accountability
• Sales and conversion optimization
• Process improvement and systems thinking
• Attention to detail and follow-through
• Confidentiality and professionalism

Benefits

Compensation Structure:
This role includes a base salary of $75,000 plus performance-based monthly commission tied directly to conversion rates:

• 50% minimum required to remain in role
• 55%: $2,100
• 60%: $2,600
• 65%: $3,100
• 70%: $5,000

Commission is paid monthly and is directly tied to measurable performance.