Go Back
Job Description
Speaks Law Firm is seeking a Client Services Supervisor to join our personal injury legal team. This position plays a crucial role in the client onboarding process and overseas the hiring, training, and development of direct reports. This role requires managing a high volume of phone calls and intermediate to advanced computer skills. Must be able to work flexible hours. Office hours are Mon-Fri 8:30-5:30. This is an onsite position in our Wilmington office.
No phone calls or recruiter emails please.
Responsibilities include, but not limited to:
Qualifications:
Compensation:
The is a full-time salary exempt position with competitive rates depending on experience.
Why work at Speaks Law Firm?
No phone calls or recruiter emails please.
Responsibilities include, but not limited to:
- Client Intake: Respond to all inquiries by phone, email, etc. in a timely manner and conduct warm, professional conversations with potential clients
- Conduct in-depth consultations and assess if lead should be converted to client status
- Evaluate potential client cases based on eligibility criteria, complexity, and alignment with the firm's expertise
- Documentation: Responsible for initial data entry into case management system
- Cover on-call and after hours shifts as needed
- Perform quality check and audits on intake phone conversations
- Responsible for documentation, data analysis, conversion rates, and client referrals
- Primary contact in department for client complaint resolution
- Responsible for the department’s Key Performance Indicators (KPI’s) and status reports
- Supervise and direct Intake Coordinators, Investigators and Field Investigators
- Conduct new hire orientation, continuous training/development, biweekly 1:1 and annual reviews
- Collaborate closely with Senior Leadership, Attorneys, Case Managers, and other legal professionals to ensure a smooth transition of cases from the intake process to the legal team
- Provide accurate and comprehensive information about the client and their case to facilitate efficient case management
- All other duties as assigned by the Senior Leadership Team
Qualifications:
- Associates degree or higher required
- Bachelor's degree in related field preferred
- A minimum of two (2) years of experience in a law firm intake capacity is required
- A minimum of three (3) years of supervisory experience in a law firm is required
- Experience with Needles Neos, RingCentral and Team preferred
- Intermediate to advanced knowledge of MS Word, Excel, and Outlook
- Strong problem-solving and time management skills
- Excellent interpersonal and written and oral communication skills
- Willingness to travel as needed up to 25% of time primarily within the state
- Passion for advocating for our clients and maintaining a positive attitude required
Compensation:
The is a full-time salary exempt position with competitive rates depending on experience.
Why work at Speaks Law Firm?
- Ability to be an individual contributor to meaningful work.
- Professional growth opportunities.
- A creative and supportive work environment.
- Excellent benefit package including medical, dental, vision, 401k, PTO & parental leave.
AI Career Tools
Quickly create a cover letter, get resume help, and more with our free AI tools!
