Client Intake Manager

Crisp Recruit • Fort Mill, SC

2d • Onsite

About The Position

The Client Intake Manager at Simpson Law Firm oversees the initial experience of potential clients, ensuring inquiries are handled promptly and professionally and supporting strong client relationships. The role leads and develops the Intake team, improves intake processes, coordinates workflows across departments, and manages pipeline data and performance reporting. It reports to the Chief of Staff and works closely with Marketing, IT, attorneys, and other department leaders.

This is a full-time, in-office position based in Fort Mill, South Carolina. Standard business hours apply, with occasional flexibility needed for seminars, firm events, and signing support. Benefits details will be discussed during the interview process.

Requirements

• At least 3 years of experience in client intake, customer service, or sales within a legal or professional services environment.
• High school diploma.
• Proficiency with Lawmatics or a comparable CRM and Microsoft 365, including Outlook, Teams, and Excel.
• Exceptional verbal and written communication skills.
• Ability to manage multiple priorities and maintain an organized workflow.
• Strong interpersonal skills, including empathy and patience with clients during stressful times.
• Ability to coach team members, set clear expectations, address performance concerns, document follow-up, and remain calm and professional under pressure.
• Ability to use CRM data and KPIs to identify trends, diagnose process breakdowns, and implement practical solutions while remaining adaptable under pressure.

Nice To Haves

• At least 1 year of team leadership or supervisory experience.
• Associate’s or bachelor’s degree.
• Active Notary Public commission, or willingness to obtain one.

Responsibilities

• Ensure every inquiry receives prompt follow-up, targeting a response within one hour during business hours, zero missed calls, disciplined call follow-up, and strong lead-to-consult conversion.
• Lead team training and cross-training, oversee scheduling to ensure phone coverage during office hours, conduct weekly team meetings, coach staff, manage performance, and hold quarterly check-ins.
• Develop and maintain intake SOPs, templates, resources, and workflows; identify breakdowns and implement practical process improvements.
• Coordinate with the Chief of Staff, Marketing, IT, attorneys, and department leaders on consult scheduling, intake automations, seminar follow-up, document signing support, and firm workflows.
• Maintain accurate Lawmatics pipeline data; track intake and conversion KPIs, including calls, leads, consultations, hires, and missed calls; and provide monthly performance reports to leadership.
• Maintain accurate client records and handle client information securely and confidentially.
• Coordinate with attorneys and staff to support seamless client handoffs and service continuity.
• Gather client feedback and use insights to improve service delivery and client satisfaction.

Benefits

• Professional growth and opportunities to advance your career.
• Collaborative, team-driven environment with mutual support.
• Client-focused workplace that encourages innovative approaches.
• Meaningful work benefiting the local community through legal protection and planning.
• Benefits details will be discussed during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED