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About the Role

Top Texas personal injury law firm seeks a highly organized, assertive, and mobile non-lawyer operations professional to serve as the office point person for Potential New Client (PNC) sign-up follow-up. This position exists to protect our sign-up pipeline by monitoring priority PNCs, auditing attorney follow-up, observing live phone activity, and ensuring accurate Salesforce data entry. This is not a desk job and requires active movement throughout the office, reporting directly to firm leadership.

Responsibilities

• Reports to the Director of Intake Operations, with daily coordination with Office Management.
• Serve as the Austin office point person for priority PNC monitoring, sign-up follow-up, and intake quality assurance.
• Identify, flag, and track every priority PNC from first contact through signed status.
• Audit attorney follow-up to confirm wanted PNCs receive timely, documented contact and a clear next step.
• Observe and review inbound and outbound sign-up calls for professionalism, urgency, empathy, fact capture and closing discipline.
• Walk the office floor continuously throughout the day; pop into live PNC calls; monitor real-time intake activity.
• Review night, weekend, and web-origin PNCs each morning to confirm timely first touch and proper ownership has occurred through the evenings and weekends.
• Verify that intake facts, notes, dispositions, and required fields are entered into Salesforce immediately after every meaningful contact.
• Confirm Salesforce stage and status accurately reflect the real-world condition of every priority PNC.
• Escalate stalled sign-ups, missing facts, poor call handling, and broken follow-up the same day, in writing, to the responsible attorney, manager and central operations.
• Coordinate real time corrective action with attorneys and office leadership on case signups.
• Maintain Salesforce queue views, exception reports, and SLA timers; act on the queue throughout the day.
• Prepare the daily Office PNC Exception Report and the weekly office scorecard.
• Identify coaching opportunities and repeat-offender trends; surface them to the Office Manager and the Director of Intake Operations.
• Other duties as assigned.

Requirements

• Associate or bachelor’s degree required.
• Three or more years of experience in legal intake, admissions, sales operations, call-quality auditing, client services, or comparable workflow-heavy roles.
• Experience with Salesforce or another major CRM is strongly preferred; Salesforce dashboard, queue view, and task experience preferred.
• Prior experience in a personal injury, plaintiff-side, or contingency-fee environment strongly preferred.
• Spanish-language ability is preferred.
• Must have clean criminal history.
• Must be able to work holidays, weekends, and overtime as needed.
• Superb organizational and time-management skills, with meticulous attention to detail.
• Strong follow-through and assertive but professional command presence around attorneys and office leadership.
• Must be able to work under pressure and adhere to deadlines.
• Outstanding attendance and punctuality.
• Excellent written and verbal communication skills; researching and problem-solving skills.
• Ability to handle highly confidential information with professionalism and integrity.
• Excellent phone instinct and client-service awareness.
• Ability to move continuously throughout the office rather than work only from a desk.
• Teamwork capacity, including the ability to establish and maintain healthy working relationships with people in the department and the organization in general.
• Ability to use logic and reasoning to understand, analyze, and evaluate situations and exercise good judgment to make appropriate decisions.
• Excellent client service skills and ability to promote and maintain a strong commitment to the mission and values of the organization.
• Aggressive about follow-up; relentless on details.
• Mobile, hands-on, and proactive — does not wait to be told.
• Calm under pressure; comfortable holding professionals accountable.
• Highly credible with lawyers and managers.
• Strong listener; naturally observant.
• Focused on protecting revenue and client experience.

Skills

• Salesforce
• CRM
• Salesforce dashboard
• Salesforce queue view
• Salesforce task experience
• Spanish language ability
• Organizational skills
• Time-management skills
• Attention to detail
• Follow-through
• Professional command presence
• Working under pressure
• Adhering to deadlines
• Punctuality
• Written communication skills
• Verbal communication skills
• Research skills
• Problem-solving skills
• Handling confidential information
• Phone instinct
• Client-service awareness
• Teamwork
• Logic and reasoning
• Judgment
• Client service skills

Location

• Austin, TX

Work Type

• Full-Time
• On-site

Experience Level

• Three or more years of experience

Education Level

• Associate degree
• Bachelor degree

Salary/Compensations

• $70,000 – $80,000

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) with 4% match
• Paid vacation and sick leave
• Gym membership

About the Company

• Top Texas personal injury law firm
• Named a "Best Place to Work" in the country