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Intake Supervisor

1 month ago

Orlando, United States Bogin, Munns & Munns, PA Full time
Job DescriptionJob Description

The Intake Supervisor’s primary responsibilities are to manage the firm’s Intake Department, provide support and guidance to the intake team, oversee the intake process, take escalated calls, provide QA feedback, and train as necessary. The ideal applicant will have previous experience working for a law firm as a manager or supervisor of a call center or intake department. Individuals should be poised and professional with strong verbal and written communication skills. Any additional tasks deemed necessary may be added by Management based on business needs.

Work Schedule – M-F and Occasional nights and weekend call.

If you are empathetic, have great interpersonal skills, and constantly deliver world-class customer service, we want you

Job Description

Role and Responsibilities

  • Supervise the firm's Intake Department.
  • Manage the Intake department work schedule.
  • Monitor calls and emails.
  • Create presentations for meetings and training sessions.
  • Assist in the process of interviewing prospective hires and in the selection of candidates for employment.
  • Conduct screening interviews, gather basic case facts, and identify basic legal needs.
  • Assist new hires with the onboarding processes.
  • Provide feedback and disciplinary action when warranted.
  • Train new staff members in office procedures, protocols, and the importance of maintaining confidential information.
  • Assist with upskilling and coaching of intake specialists.
  • Foster a teamwork-inclusive environment.
  • Provide excellent customer service by promptly addressing concerns.
  • Facilitate communication between clients and attorneys by scanning documents, obtaining release forms, and conducting conflict checks.
  • Assist with development of customer lead generation processes.
  • Prepare weekly and monthly reports.
  • Create, maintain, and keep documentation related to actions taken as part of the intake process (including filling/filing intake forms, and maintaining correspondence).
  • Maintain referral information.
  • Identify when cases should be cross screened for other practice areas or referred to outside law firms.
  • Ensure that case files are complete.

Qualifications and Education Requirements

  • Associate’s or bachelor’s degree.
  • Computer proficiency, including familiarity with Microsoft Office applications, Outlook, and Excel.
  • Experience with cloud-based lead management & case management platforms.
  • Experience with call centers or intake departments.
  • Experience with law firms and legal terminology.
  • Excellent interpersonal, communication, and organizational skills.
  • The ability to work well under pressure, and to learn and retain new information.
  • Strong communication skills: ability to write well and communicate effectively, specifically over the phone and email.
  • Accurate typing skills.
  • Highly organized and detail-oriented, with exceptional leadership and interpersonal skills and a strong customer-service orientation.
  • Excellent written and verbal communication skills with spoken and written fluency in English
  • Strong analytical and problem-solving skills are required.
  • Must be able to multitask and handle high-stress, sensitive situations with a high degree of confidentiality.
  • Strong management skills.

Preferred Skills

  • Experience with contact center platforms.
  • Fluency in Spanish or Portuguese

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