Harper Law Firm is seeking a high-performing, sales-driven Intake Manager to lead our Intake Department and ensure every potential new client receives a prompt, professional, and exceptional experience.

This is a hands-on leadership and sales position. The Intake Manager is responsible for managing and developing the Intake Team, improving lead conversion, maintaining accurate intake and referral data, implementing new processes, and working closely with our Marketing and Leadership teams to strengthen the firm's overall client acquisition strategy.

The ideal candidate is competitive, persuasive, highly organized, responsive, and comfortable being accountable to measurable results. This person must understand that in personal injury, speed and follow-up matter. A qualified lead cannot sit unanswered while waiting for the next business day.

Because potential clients may contact the firm outside normal business hours, the Intake Manager must have reasonable after-hours availability for urgent or high-value intake matters and escalation needs.

Intake Sales & Lead Conversion

• Lead the firm's intake process with a strong focus on converting qualified potential new clients into signed clients.

• Ensure 100% of potential new clients (PNCs) are contacted the same business day.

• Establish and enforce appropriate follow-up procedures for leads who do not immediately retain the firm.

• Coach Intake Team members on sales techniques, relationship building, overcoming objections, urgency, and effective follow-up.

• Personally assist with high-value, complex, urgent, or difficult potential client conversations when needed.

• Monitor lead sources, response times, qualification rates, conversion rates, and lost-lead reasons.

• Identify opportunities to improve the firm's intake scripts, follow-up cadence, sales approach, and overall conversion process.

• Create a culture where the Intake Team understands that every qualified lead is an opportunity to help a potential client and grow the firm.

Team Leadership & Training

• Manage, coach, train, and hold the Intake Team accountable for performance.

• Conduct regular intake training, role-playing, call reviews, and sales coaching.

• Train team members on firm procedures, communication expectations, intake qualification standards, and technology.

• Review calls and intake performance to identify coaching opportunities.

• Provide timely feedback and corrective coaching when expectations are not being met.

• Develop and update Intake SOPs, scripts, workflows, and training materials.

• Successfully implement changes directed by Firm Leadership and ensure the Intake Team adopts new processes.

• Identify inefficiencies and proactively recommend improvements rather than waiting for problems to escalate.

After-Hours Intake & Responsiveness

• Maintain reasonable availability outside normal business hours for urgent intake matters, escalation needs, and high-value potential cases.

• Ensure the firm has an effective process for responding to leads received after hours, on weekends, and during holidays.

• Escalate time-sensitive potential cases to the appropriate attorney when necessary.

• Ensure leads do not go unaddressed because of internal communication delays.

Marketing Partnership

• Work closely with the Marketing Team to understand where leads are coming from and the quality of leads generated by each source.

• Provide feedback regarding lead quality, conversion trends, common case types, referral sources, and reasons leads are not retained.

• Help Marketing evaluate whether campaigns are producing qualified leads and signed cases, not simply lead volume.

• Collaborate on campaigns, referral initiatives, community outreach, networking efforts, and client review strategies.

• Ensure marketing attribution and referral-source information are accurately captured during intake.

• Participate in regular Marketing and Intake performance meetings.

Data, Filevine & Reporting

• Maintain accurate and current PNC and referral tracking.

• Produce regular reports for Leadership regarding lead volume, conversion, referral sources, response times, lost opportunities, and Intake Team performance.

• Use data to identify trends and recommend operational or marketing improvements.

Client Experience & Firm Reputation

• Ensure notice letters are sent the same business day as required.

• Ensure eligible clients receive Google review requests, maintaining a 95% or higher compliance rate.

• Maintain a professional, compassionate, confident, and responsive intake experience.

• Ensure potential clients receive clear communication regarding next steps.

• Work with Leadership to continuously improve the prospective and new-client experience.

• Prior experience in sales, intake management, business development, call center leadership, or another conversion-focused role required.

• Prior experience managing and training employees strongly preferred.

• Plaintiff personal injury law firm experience strongly preferred.

• Demonstrated ability to convert prospects through strong communication, follow-up, and relationship-building skills.

• Strong coaching and leadership skills with the ability to hold employees accountable.

• Excellent verbal and written communication skills.

• Strong interpersonal skills and the ability to communicate effectively with potential clients, attorneys, staff members, referral partners, and Firm Leadership.

• Highly organized with exceptional attention to detail.

• Comfortable working in a fast-paced, metrics-driven environment.

• Ability to implement new processes and successfully lead a team through operational changes.

• Strong technology skills; experience with Filevine or another legal case management/CRM platform is preferred.

• Ability to analyze intake and sales data and turn that information into actionable improvements.

• Must be comfortable with reasonable after-hours availability when urgent intake matters require management attention

Why Join Harper Law Firm?

• Work on meaningful cases where your contributions directly impact client outcomes
• Be part of a firm that is rapidly growing and building a strong reputation in Texas
• Clear opportunities for advancement and increased responsibility
• A collaborative, high-performance culture that values development and accountability
• A team that pushes each other to improve, win, and grow together

Harper Law Firm Core Values:

• Commitment to Excellence
• Win as a TEAM
• Exist to bring justice to clients
• We embody the highest degree of integrity
• Resilient
• Honesty and Truth