Client Services Director

Description

The Garza Law Firm is a dynamic, rapidly growing, client-focused law firm dedicated to providing exceptional legal services in criminal defense, personal injury, and social security disability. We are seeking an experienced and adaptable professional to oversee our client services and intake processes, ensuring operational excellence and a seamless journey for prospective clients.

The Client Services Director position is an administrative management position and a key member of the firm, providing direct updates to leadership on daily lead generation and sign-ups. This role requires a minimum of two years of experience in a law firm. Primary focus will be managing new potential client intake outcomes, and managerial oversight of all intake team members with responsibility for new potential lead qualification, service quality monitoring, and representative performance. The ideal candidate will bring a practical, solutions-oriented approach to decision-making, balancing resourcefulness with sound judgment to optimize processes, while prioritizing client satisfaction and firm goals. 

Requirements

 Responsibilities

• Client Services Oversight: Manage and enhance the client services process, ensuring all interactions up to the point of contract agreement with the firm are professional, efficient, and aligned with our commitment to excellence.
• New Client Intake Management: Oversee the intake process for prospective clients, including initial consultations, data collection, and coordination with legal staff to ensure a smooth onboarding process.
• Contact Center Operations Leadership: Supervise a small team of geographically dispersed contact center staff (Intake Specialists), provide procedure guidance, formal new hire and ongoing operational training, close monitoring of day-to-day performance, and ongoing coaching and evaluations to maintain high client communication standards, efficiency, and lead conversions.
• Process Optimization: Assess and improve workflows related to client intake experience and support, using practical reasoning to adapt procedures as needed, following verified and established legal guidelines, while ensuring compliance with firm policies and legal standards.
• Decision-Making: Apply sound judgment and practical problem-solving skills to address challenges, streamline operations, and implement effective solutions that benefit both clients and the firm.
• Collaboration: Work closely with attorneys, paralegals, and administrative staff in all divisions to ensure seamless communication and coordination across departments on the management of client lead qualification and appointments.
• Reporting: Daily tracking, analysis, and validation of key performance metrics related to client leads, sign-ups, and employee productivity, providing regular updates to firm leadership. 

Work Experience

Required:

• Proficient with Microsoft 365 Suite applications.
• Minimum of 2 years of experience in a law firm.
• Minimum of 2 years of experience managing new potential client intake processes.

Preferred: 

• Minimum of 2 years of managerial experience in a contact center or customer service environment, with proven ability to lead, measure, and motivate a team.
• Proficiency in Lead Docket, Filevine, LawPay, and advanced knowledge of reporting and analysis tools such as Domo and MS Excel. 

Education / Certifications / Other Qualifications / Success Traits 

Required:

• Must have a high school diploma or equivalent.
• Ability to evaluate potential client inquiries while using strong critical thinking skills. Demonstrates the ability to analyze multiple, specific details of information, identify key issues, and ensure appropriate actions are taken following legal considerations provided by attorneys and guidance based on firm policies.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Leadership and team-building skills to foster a positive, accountable, productive work environment.
• Commitment to delivering exceptional client service.
• Excellent interpersonal and communication skills, both verbal and written in a professional environment, with a client-first mindset.
• Ensure Accountability: Takes responsibility for their work and the performance of the firm. Owns commitments and shows a willingness to be accountable for their actions without being defensive or shifting blame.
• Client Focus: Intentionally seeks to understand Client needs. Proactively identifies opportunities to serve or create a benefit to the Client. Looks to exceed Client expectations by creating delight. Establishes and maintains effective Client relationships.
• Situational Adaptability: Rebounds from setbacks vs. emotionally responding with drama. Is confident under pressure. Handles and manages change or crises effectively. Maintains a positive attitude despite adversity. Grows from hardships and negative experiences.
• Action Oriented: Readily takes action on challenges, without unnecessary delay. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times. Steps up to handle tough issues without avoidance.

Preferred: 

• Knowledge of customer practices, including how to proactively handle client problem-solving and de-escalation. 
• Bachelor’s degree in business administration, management, or a related field is a plus, but equivalent experience, or a combination of education and experience, will be considered.

Success Measures / KPIs

• Average Response Time to Client Inquiries: Overall average time taken to respond to client calls, emails, or inquiries.
• Conversion Rate of Wanted Leads: Percentage of wanted inquiries or consultations that result in signed clients.
• Abandonment or Loss Rate of Leads: Percentage of prospective clients who drop off during the intake process before signing.
• First Call Resolution Rate: Percentage of client inquiries signed on the first contact without follow-up.
• Quality Monitoring Rate: Percentage of leads with substandard quality or inaccurate information provided.
• Rollover/Missed Call Quantity: Minimize the number of calls that roll over to the backup answering service during established business hours.