Job Title: Intake Manager
Job Responsibilities:
- Lead and Manage the Intake Team: Supervise intake specialists, receptionists, and any support staff who handle incoming calls or digital inquiries. Provide ongoing coaching, feedback, and performance evaluations.
- Oversee the Entire Intake Process: Develop, update, and enforce standard operating procedures (SOPs) to ensure consistent, high-quality interactions. Monitor call volumes, response times, and lead conversion rates, adjusting resources as needed.
- Quality Assurance & Training: Conduct regular call audits to maintain top-tier service. Identify skill gaps and create training programs to address them, especially for personal injury (PI) calls.
- Data Management & Reporting: Implement and optimize intake software and tools for accurate data capture. Generate reports on intake metrics, presenting insights and recommendations to firm leadership.
- Client Engagement: Handle escalated calls or sensitive inquiries with empathy and discretion. Work with attorneys to filter potential leads and prioritize high-value cases.
- Cross-Department Collaboration: Liaise with marketing to align lead-generation campaigns with intake capacity. Coordinate with paralegals and attorneys to refine follow-up processes and ensure no lead slips through the cracks.
- Process Improvement: Continuously evaluate workflows, introducing best practices or advanced tools where beneficial. Gather feedback from staff, clients, and firm stakeholders to enhance overall intake efficiency.
Education and Experience Information:
- Managerial Experience: Proven track record in leading a team—preferably in an intake, call center, or client-service environment. Ability to set priorities, delegate tasks, and maintain accountability.
- Personal Injury (PI) Background (Highly Preferred): Prior experience in a PI law firm or a related legal environment is a major plus. Familiarity with PI-specific terminology and client needs strongly benefits this role.
- Communication & Empathy: 1+ year of phone-based customer service, call center, or receptionist experience preferred. Excellent verbal communication skills, with the ability to remain calm and personable under pressure. A people-first attitude, showing patience and understanding for those in stressful situations. Willingness to learn basic legal language (no previous legal experience required).
- Operational & Analytical Skills: Ability to manage call logs, schedule follow-ups, and maintain thorough notes. Strong attention to detail to ensure each intake is captured accurately. Comfort with CRM/case management software, call-tracking systems, and data analytics. Organized and detail-oriented, ensuring data is accurate and processes run smoothly.
- Tech-Savvy & Remote-Ready: Comfortable using case management software, CRM tools, or phone systems. Reliable internet connection and tech setup to support a fully remote role.
- Solution-Oriented Leadership: Ability to identify bottlenecks, propose improvements, and lead by example. Forward-thinking mindset that embraces innovation and efficiency.
Salary Information:
The salary information is not provided in the text.
This position at the law firm offers an opportunity to make a significant impact in the legal field, particularly in personal injury cases. The Intake Manager will be a strategic leader responsible for managing and improving the intake process, mentoring a dedicated team, and ensuring that every potential client receives empathetic, precise, and consistent support. The role requires strong leadership skills, a background in personal injury law, and the ability to collaborate across departments to achieve the firm's mission of advocating for those in need. The position is fully remote, offering professional growth, a mission-driven environment, and a collaborative team culture.
