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Consumer Intake Team Leader

2 months ago

Basking Ridge, New Jersey, United States Lawyer Full time
Position Overview

Founded in 2009, our organization is a premier U.S. legal directory that has successfully connected over a million consumers with local attorneys. We are committed to providing exceptional lawyer matching services to individuals in need of legal assistance. We are currently looking for a dedicated and enthusiastic Consumer Intake Manager to oversee our team in Basking Ridge, ensuring high-quality service delivery to our clients.

Key Responsibilities:

  • Lead a team of Intake Specialists tasked with managing a substantial volume of consumer phone referrals daily.
  • Establish clear objectives, set performance benchmarks, and conduct regular evaluations of both individual and team performance to foster ongoing enhancement.
  • Enhance and optimize the consumer intake workflow, applying best practices to guarantee efficient and precise management of customer interactions.
  • Collaborate with product and technology development teams to continually improve the intake platform, utilizing advanced technologies such as AI and voice sentiment analysis to elevate service quality and operational efficiency.
  • Maintain an in-depth understanding of our offerings, policies, and procedures to effectively resolve customer inquiries and provide suitable guidance.
  • Generate regular reports detailing team performance, consumer feedback, and critical metrics, identifying trends, challenges, and opportunities for improvement.
  • Thrive in a dynamic environment, adeptly managing shifting priorities to meet consumer demands.

Qualifications:

  • 3-5 years of managerial experience, ideally in a customer service or consumer-focused sector, or legal intake.
  • Proven experience in recruiting and training new personnel.
  • Strong problem-solving abilities, with a knack for effectively addressing and resolving customer issues.
  • Openness to learning and integrating new methodologies and technologies to improve the consumer intake process.
  • Exceptional verbal, interpersonal, and written communication skills, facilitating effective interactions with team members, management, and consumers.
  • A Bachelor’s degree or equivalent professional experience is required.

Benefits:

  • Competitive base salary
  • Stock options
  • Company-wide bonuses
  • Generous vacation policy, including up to 8 weeks of Long Service Leave.
  • Comprehensive medical, dental, and vision insurance
  • A health-oriented workplace featuring sit/stand electric desks and treadmills
  • Engaging company events
  • Subsidized continuing education and off-site training opportunities
  • An open management structure that promotes communication and feedback