Non-Attorney Consultation Specialist

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 clientsTrain, coach, and hold intake staff accountable to high-level sales performance standardsActively review consultation recordings and provide direct, actionable sales coachingIdentify and correct breakdowns in the sales process in real timeImplement and enforce structured follow-up systems to convert unretained prospectsMaintain full ownership over conversion metrics and revenue outcomes from intakeIntake Operations & Client Experience Oversee all inbound leads (calls, emails, web forms, chat, and referrals) andensure timely, professional follow-up. Ensure prospective clients are treated with empathy, discretion, andprofessionalism, recognizing the emotional nature of family law matters. Monitor intake quality to ensure accurate information gathering and propercase screening. Maintain consistent intake scripts, standards, and best practices alignedwith 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 continuousimprovement.Systems, Reporting & Process Improvement Manage intake systems and CRM/case management software. Monitor KPIs such as response time, booking rate, show rate, and retentionoutcomes. 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 alignmentbetween 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 monthFalling below this threshold is considered a failure to meet core job requirements, not a coaching opportunityWhy 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 systemsRequirementsRequiredProven track record of closing high-value services at or above a 50% conversion rateDemonstrated ability to coach others to hit measurable sales targetsStrong command of consultation structure, objection handling, and closing techniquesComfort operating in a metrics-driven, performance-accountable environment3+ years of experience in legal intake, client services, or sales management(family law strongly preferred).Proven experience managing and coaching an intake or sales teamStrong understanding of high-volume inbound lead handlingExcellent verbal and written communication skillsHigh emotional intelligence and ability to handle sensitive client situationsExperience with legal CRM or case management systems (e.g., Clio, Filevine,Lawmatics, Salesforce, or similar).PreferredExperience in a family law or matrimonial law firmBackground in call center management or client experience leadershipData-driven mindset with experience using metrics to drive improvementFamiliarity with intake scripting, call scoring, and quality assuranceprocesses.Key CompetenciesEmpathy and client-centered communicationLeadership and accountabilitySales and conversion optimizationProcess improvement and systems thinkingAttention to detail and follow-throughConfidentiality and professionalismBenefitsCompensation 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 role55%: $2,10060%: $2,60065%: $3,10070%: $5,000Commission is paid monthly and is directly tied to measurable performance.