Law Firm Intake Supervisor

Client Services Supervisor (Law Firm Intake / Sales Team Lead) Antonini & Cohen Immigration Law Group is a rapidly growing, boutique firm committed to delivering exceptional client service and innovative immigration solutions. We pride ourselves on a collaborative culture, strategic growth plans, and a strong financial foundation. We’re seeking a seasoned, in-person Client Services Supervisor to oversee our onsite and virtual Client Services Staff and coordinate law firm sales and intake functions, including hands-on training and answering client / potential client calls / correspondence, liaise with Marketing department for data and strategy, supervise completion of new fee agreement contracts for the firm, and serve as a resource for CRM / case management system Intake SOPs and technical questions. The Client Services Supervisor keeps the Firm’s needs in the forefront and works closely with the Owners, Attorneys, executive team, and Director of Operations, with daily contact with a variety of office staff. This position is a primary driver of new business into the firm. We are seeking an experienced law firm professional with excellent judgment, knowledge, and ability to overcome sales objections, who understands the pace of a busy law firm and how to prioritize clients and urgent items. The Client Services Supervisor is an essential resource for guidance of the team. Responsibilities :

• Lead the Client Services Department (in-office, remote, and offshored) in selling and securing consultations and hires to ensure the firm has sufficient conversion rates to remain successful now and grow into the future.
• Train Client Services Team members on the intricacies of the law firm sales and intake process, including learning existing processes and creating scripts and training videos to be accessed asynchronously by the team.
• Supervise process to obtain a constant stream of Google and other reviews of our legal services.
• Ensure that all Prospective Client Management procedures are currently followed by the Team and in a timely manner.
• Support Intake Specialist in Drafting and Collecting Fee Agreements (Hires).
• Follow up with existing / former clients who can hire for additional services in a proactive and timely manner.
• Learn about immigration terminology and updates and communicate regularly with Attorneys to understands terminology, trends and the needs of clients.
• As the first impression of Antonini & Cohen that prospective clients receive makes everyone feel like they are communicating with someone who : Is knowledgeable, professional, and caring; Has a pleasant demeanor; Has no other priority at that moment.
• Follow existing SOPs and update for the Team as processes are changed. Take appropriate steps including : Qualification – ensure that prospective clients are actually new clients and are interested in a legal support that A&C can provide. Scripting – use a consultative approach to guide prospective clients to a consultation. Follow-up – includes 1st, 2nd, and 3rd attempts as required Consultation creation – follow all details for setting up consultations in the software.
• Maintain Prospect Management database, software system data, and other metrics as required for Marketing or Sales purposes, including data collection from phone system, team members by close of business daily.
• Learn all roles of Team members and be available to provide backup support on all Client Services functions.
• Understand Antonini & Cohen business priorities Current clients – customers always come first. Prospective clients who have scheduled or attended a consultation, but not yet signed a fee agreement. New incoming calls, emails, and texts.
• Provide proactive feedback to the Marketing Manager and Executive Committee when you : See a positive or negative trend in the prospective client management process. Are overwhelmed and feel you need help. Have a new idea, or way to do something better. Qualifications :
• Bilingual (English / Spanish) at an advanced professional level REQUIRED
• Bachelor’s degree in Business, Marketing, or Communications preferred
• Required 3+ years of experience in a Law Firm Sales / Intake / Client Service / Client Relations function, managing potential new business
• Proven track record in collaborative and hands-on team leadership
• Exceptional time management skills; ability to balance competing priorities
• Highly tech-savvy with experience coordinating needs for staff across locations
• Outstanding communication and interpersonal skills, with a proactive, solution-oriented approach
• Ownership mindset to respond to incoming prospective client calls, emails, and text messages. Someone who gives the same attention to a call at 4 : 30 on a Friday as they do at 10 am on a Monday. This will require you to be seated at your desk no later than 9 : 00 am and available consistently as a priority to avoid missing calls, except when in meetings, on breaks, or supporting another role. Phone calls – answer live unless you’re on another call. Emails and text messages – respond to all overnight messages by the following morning. Respond to all office hours messages within two hours. When contact volume is high, ensure you handle at least your share of the work for the team and that all team members are supported and meet or exceed requirements, coaching them as needed. Compensation : $55,000 - $75,000 dependent on experience
• Lead the Client Services Department (in-office, remote, and offshored) in selling and securing consultations and hires to ensure the firm has sufficient conversion rates to remain successful now and grow into the future.
• Train Client Services Team members on the intricacies of the law firm sales and intake process, including learning existing processes and creating scripts and training videos to be accessed asynchronously by the team.
• Supervise process to obtain a constant stream of Google and other reviews of our legal services.
• Ensure that all Prospective Client Management procedures are currently followed by the Team and in a timely manner.
• Support Intake Specialist in Drafting and Collecting Fee Agreements (Hires).
• Follow up with existing / former clients who can hire for additional services in a proactive and timely manner.
• Learn about immigration terminology and updates and communicate regularly with Attorneys to understands terminology, trends and the needs of clients.
• As the first impression of Antonini & Cohen that prospective clients receive makes everyone feel like they are communicating with someone who : Is knowledgeable, professional, and caring;Has a pleasant demeanor;Has no other priority at that moment.
• Follow existing SOPs and update for the Team as processes are changed. Take appropriate steps including : Qualification – ensure that prospective clients are actually new clients and are interested in a legal support that A&C can provide.Scripting – use a consultative approach to guide prospective clients to a consultation.Follow-up – includes 1st, 2nd, and 3rd attempts as requiredConsultation creation – follow all details for setting up consultations in the software.
• Maintain Prospect Management database, software system data, and other metrics as required for Marketing or Sales purposes, including data collection from phone system, team members by close of business daily.
• Learn all roles of Team members and be available to provide backup support on all Client Services functions.
• Understand Antonini & Cohen business prioritiesCurrent clients – customers always come first.Prospective clients who have scheduled or attended a consultation, but not yet signed a fee agreement.New incoming calls, emails, and texts.
• Provide proactive feedback to the Marketing Manager and Executive Committee when you : See a positive or negative trend in the prospective client management process.Are overwhelmed and feel you need help.Have a new idea, or way to do something better.

Compensation :

$55,000-$75,000 per year