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Intake Supervisor

4 months ago

Dallas, United States Anderson Injury Lawyers Full time
Description

Anderson Injury Lawyers, an established and respected personal injury law firm in Dallas-Fort Worth, is seeking a customer service-centric individual to oversee our Intake team. The Intake Supervisor will lead the team to ensure the efficient and effective handling of new client inquiries and the initial case evaluation process. The ideal candidate will possess strong leadership potential and/or skills and have an extensive track record of customer service experience.

Responsibilities

Team Leadership and Management
• Supervise and mentor the intake team, fostering a positive and productive work environment.
• Conduct regular team meetings to ensure clear communication of goals, policies, and updates.
• Implement training programs for new intake staff and ongoing professional development for existing team members.
• Monitor team performance, provide feedback, and implement corrective actions when necessary.

Client Interaction and Case Evaluation
• Oversee the intake process to ensure timely and accurate handling of potential client inquiries.
• Conduct initial consultations with potential clients to gather relevant case information.
• Evaluate the merits of potential cases and determine eligibility for further legal action.
• Maintain a high level of client service, ensuring that all inquiries are addressed promptly and professionally.
• Establish tactics and training policies designed to increase the firm's signup rate on new client inquiries. Share these tactics with the intake team and evaluate each member's ability to convert potential clients.

Process Improvement and Efficiency
• Develop and refine intake procedures to improve efficiency and client satisfaction.
• Utilize the firm's case management software (Lead Docket and Filevine) to track and manage new client leads.
• Analyze intake metrics and reports to identify trends and areas for improvement.

Collaboration and Communication
• Work closely with attorneys and supporting legal staff to ensure a seamless transition from intake to case management.
• Coordinate with the marketing team to help optimize lead generation efforts.
• Maintain clear and open communication with all departments to support firm-wide goals and objectives.

Compliance and Quality Assurance
• Ensure that all intake processes comply with legal and ethical standards.
• Maintain confidentiality and integrity of client information.
• Implement quality assurance measures to uphold the firm's standards of excellence.

Qualifications

Required
• 1-2 years of experience in a similar position or role with another law firm.
• GED or higher education level.
• Proficiency in CRM tools/software.
• Advanced knowledge of Microsoft Suite.
• Experience with a phone system like RingCentral, Zoom for Business, or another comparable offering.
• Exceptional organizational skills with a keen attention to detail.
• Strong interpersonal and communication abilities, both written and verbal.
• Ability to achieve in both a team and individual work environment.

Preferred
• 3-5 years of experience in a similar position or role with another law firm.
• 1-3 years of experience in a similar position or role within another personal injury law firm specifically.
• 1-2 years of previous leadership or management experience.
• Bachelor's degree in business administration or another similar field.
• Advanced knowledge of CRM tools/software.
• Specific knowledge of Filevine and/or Lead Docket CRM software.
• Advanced experience with one of the previously mentioned phone systems or another comparable offering.