Client Contact Supervisor

About Lexicon and Cordell & Cordell: Cordell & Cordell is the nation's largest family law firm, supported by Lexicon, a professional legal services organization providing comprehensive operational and client support. Together, we are committed to a client-centered approach, delivering a high-quality experience at every stage of the client journey. We invest in people who are passionate about helping others, building trust, and contributing to the growth and success of the firm through meaningful client engagement.

About the role

The Client Contact Supervisor oversees initial client interactions (client intake) to ensure a high level of satisfaction and successful client acquisition. This role includes leading a team of client contact representatives to meet acquisition goals and objectives, ensuring client needs are satisfied, and achieving an overall high level of customer satisfaction.

Responsibilities

• Hire, train, lead, mentor, and support a team of client contact representatives, providing training and setting performance goals.
• Fill in on client calls and bookings when needed.
• Implement strategies to proactively improve client acquisition rates and overall client satisfaction.
• Plan and evaluate department policies, processes, priorities, and performance goals.
• Act as a liaison with senior level management and other department managers by developing productive, collaborative relationships and utilizing clear and effective communication.
• Perform administrative work (system changes, attorney calendar/availability, staffing coverage).
• Manage team schedule (creation of schedule start and end times, breaks and lunches).
• Serve as day-to-day go-to person for team questions, training, and focused coaching.
• Provide leadership, disciplinary coaching, and mentoring to team members using our core values.
• Provide timely feedback and complete performance reviews for all assigned team members.
• Review and approve timesheets and time off requests for team members.
• Manage performance discussions and conversation notes in the HRIS.
• Submit personnel action forms for employee changes, bonuses, and departures in the HRIS.

Requirements

• Associates degree in a related field (Bachelor of Business Administration or a related field is preferred).
• 2-3 years in a supervisor or manager role.
• 3 years in a call center, client engagement, professional services customer service, or other service-based industry.
• Strong verbal communication skills, especially over the phone.
• Ability to build rapport quickly and guide conversations effectively.
• Basic computer proficiency, including typing and email communication.

Preferred Qualifications

• Legal intake experience.
• Experience with a CRM (SalesForce) or SmartAdvocate.
• Experience with SharePoint and all MS products.

Schedule

Full-time, Monday through Friday. Hybrid work location requiring both in-office work for meetings, new employee onboarding, and other events.

Core Values

• Collaboration: Emphasis on working together seamlessly and leveraging collective strengths to achieve common goals through communication, teamwork, and sharing ideas.
• Responsiveness: Ability to react quickly and effectively to changes, demands, or challenges, fulfilling obligations timely while maintaining effectiveness.
• Culturally Positive: Encourages curiosity, critical thinking, and challenging the status quo to explore customer-focused solutions. Promotes respect for colleagues, clients, and the broader community.
• Customer Service: Commitment to prioritizing and exceeding the expectations of current and future clients by anticipating needs and acting accordingly.

Physical Requirements and Work Environment

• Physical Demands: Potential prolonged periods of sitting at a desk and working on a computer. Some lifting, up to 30 lbs.
• Work Environment: Primarily in an office environment; some work may be conducted remotely via assigned technology.

Reasonable accommodations may be made to enable individuals with disabilities to perform the job responsibilities.

Benefits

• Industry-leading health, dental, and vision insurance plans.
• Life insurance, short-term and long-term disability coverage.
• Competitive 401(k) plan with company match.
• Flexible spending accounts (FSA/HSA) for medical, dental, and childcare expenses.
• Wellness programs and additional perks.