Intake Manager

• Lead the Intake Team: Supervise and mentor a team of intake specialists, including virtual assistants and in-office staff, ensuring proper training, alignment with firm values, and efficient performance
• Client Interaction: Oversee initial client inquiries, providing a professional, empathetic, and trustworthy first impression. Manage high-volume calls, emails, and online requests promptly
• Data Management: Ensure accurate and confidential entry of client intake data into the firm's systems while maintaining compliance with all privacy and legal standards
• Team Development & Training: Conduct ongoing training for the intake team on best practices, legal processes, and exceptional client service. Encourage continuous growth and foster a culture of emotional intelligence
• Cross-Department Collaboration: Work closely with case managers, attorneys, and other departments to ensure smooth handoffs from intake to the legal team
• Process Improvement: Analyze the intake process and identify opportunities to improve workflows, response times, and the overall client experience
• Lead Generation & Conversion: Monitor and track intake lead performance, ensuring follow-ups and client engagement strategies are in place to maximize conversion rates
• Customer Service Excellence: Guide the team in handling complex or sensitive client situations, ensuring clients feel supported and heard throughout their first interaction with the firm
• Performance Reporting: Track key metrics related to intake, conversion, and client satisfaction, and use data insights to enhance team performance and process efficiency

• At least 3 years of experience in an intake, client service, or sales role (preferably within legal, healthcare, or professional services)
• Leadership or supervisory experience is highly desirable
• Strong ability to empathize and connect with clients, especially in stressful or sensitive situations
• Committed to maintaining confidentiality and upholding ethical standards
• Proven ability to lead and motivate a diverse team, fostering collaboration and productivity
• Excellent verbal and written communication skills, with the ability to clearly convey complex information to both clients and colleagues
• Highly organized, able to manage multiple tasks and priorities in a fast-paced environment
• Familiar with client management software, CRM systems, and Microsoft Office Suite
• Experience with case management software is a plus
• Ability to convert leads into clients while maintaining a focus on service excellence and empathy

Experience with case management software is a plus

• Competitive salary
• Health and dental insurance
• Paid time off (PTO)
• 401(k) with employer match
• Ongoing training and professional development opportunities