Job Description

Are you a client-focused professional who can build trust quickly over the phone?

Do you excel at guiding prospective clients through a thoughtful, empathetic intake experience?

Are you comfortable helping clients understand next steps, payment options, and onboarding requirements without providing legal advice?

Do you thrive in a role where follow-through, active listening, and client care are key to success?

Final question: When faced with a challenge, do you get excited or run away?

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Word Family Law Group is a distinguished legal practice based in Gadsden, Alabama, with a dedicated focus on family law. Our mission is to provide compassionate and effective legal representation to clients navigating some of life's most challenging moments. Under the leadership of Christopher P. Word, our firm specializes in vital areas such as adoption, child custody and support, divorce, DHR matters, and termination of parental rights.

With over 15 years of experience, Attorney Christopher Word has built a reputation for being both a fierce advocate and a compassionate ally in the courtroom. Our team is committed to helping clients throughout Alabama achieve favorable outcomes while minimizing the emotional toll of legal proceedings. Known for our empathetic approach and detailed case management, we pride ourselves on our ability to guide clients through complex legal landscapes with dignity and respect.

The role of Intake/Sales Manager at Word Family Law Group is critical to creating a supportive and organized experience for prospective clients. In this role, you will work with qualified inbound inquiries, conduct phone-based free case evaluations, help prospective clients understand the firm’s process, coordinate retainer and payment-plan next steps, and ensure a smooth transition into onboarding.

This is not a traditional receptionist-style intake role. It is a client-facing position focused on trust-building, thoughtful follow-up, clear next-step guidance, and a seamless handoff to the legal team.

What you’ll do:

• Client Intake & Evaluation Support: Connect with qualified prospective clients by phone, listen carefully to their situation, and guide them through the firm’s free case evaluation process.
• Client Journey Ownership: Maintain ownership of the prospective client experience from evaluation through retainer coordination, onboarding, and warm handoff to the legal team.
• Retainer & Payment Coordination: Help prospective clients understand next steps and support the administrative process for retainer agreement completion and payment-plan setup in a professional and compliant manner.
• Follow-Up Management: Build and maintain a consistent follow-up process so prospective clients receive timely communication and no opportunity falls through the cracks.
• CRM & System Management: Accurately document calls, outcomes, notes, and next steps using Clio, Empirical, and related AI transcription tools.
• Client Evaluation & Compliance: Maintain clear legal and ethical boundaries by conducting free case evaluations, not legal consultations, and by ensuring no legal advice is provided.

What we’re looking for:

• Relationship-Based Client Experience: Proven success in a client-facing role where you helped people make informed decisions about important services, payment options, or next steps. Experience in premium services, client intake, hospitality, real estate, or other trust-based environments is helpful.
• Phone-Based Client Communication: Strong ability to build rapport, listen actively, explain next steps clearly, and guide prospective clients through sensitive conversations by phone.
• Empathy: Strong capacity to connect with clients facing emotional and family law challenges.
• Active Listening: Exceptional ability to listen and respond to client needs effectively.
• Tech Savvy: Proficient with CRM systems and AI tools for streamlined client management.
• Communication Skills: Ability to build trust and communicate naturally with Alabama-based clients and small-town communities.
• Location Preference: On-site work in Gadsden, AL is preferred; however, regional remote candidates with strong cultural alignment may also be considered.

Why you should work here:

• Growth Opportunity: Play a pivotal role in a growing law firm with significant impact on client experience, intake operations, and firm growth.
• Close Collaboration: Work directly with the owner, influencing firm growth and process improvements.
• Meaningful Work: Assist clients during transformative periods, providing vital support and guidance.
• Competitive Compensation: Includes a competitive base salary with compliant KPI-based bonus opportunities tied to intake quality, timely follow-up, documentation, onboarding completion, and other firm-approved performance metrics.

Additional perks: Compensation, bonus structure, benefits, and other role details will be discussed during the interview process.

If you’re ready to join a compassionate, forward-thinking family law firm, we invite you to apply for the Intake/Sales Manager role at Word Family Law Group.

This position is ideal for someone who can combine empathy, organization, follow-through, and confident phone communication to help prospective clients feel supported during a difficult time. You will play a key role in shaping the client experience while helping the firm continue its mission of providing thoughtful, effective family law representation across Alabama.