Consumer Intake Team Lead
3 weeks ago
At Lawyer, we're committed to connecting consumers with local lawyers who can provide expert guidance and support. As the Consumer Intake Manager, you'll play a critical role in leading our Basking Ridge team in delivering exceptional lawyer matching services to consumers.
Key Responsibilities:
- Manage a team of Intake Specialists responsible for processing consumer phone referrals.
- Develop and implement best practices to ensure efficient and accurate handling of customer interactions.
- Collaborate with product and tech development teams to advance the intake platform and leverage AI, voice sentiment, and other technologies to enhance service quality and efficiency.
- Maintain a comprehensive understanding of Lawyer's products, services, policies, and procedures to effectively address customer concerns and provide guidance.
- Prepare regular reports on team performance, consumer feedback, and key metrics to identify trends, challenges, and areas for improvement.
Requirements:
- 3-5 years of experience in a managerial role, preferably in a customer service or consumer-focused environment or legal intake.
- Experience recruiting and training new team members.
- Excellent problem-solving skills, with the ability to identify and resolve customer issues effectively and efficiently.
- Willingness to learn and adopt new methodologies and technologies to enhance the consumer intake process.
- Excellent verbal, interpersonal, and written communication skills, enabling effective communication with team members, management, and consumers.
- Bachelor's degree or equivalent work experience required.
What We Offer:
- Competitive base salary
- Stock options
- Company-wide bonuses
- Generous vacation policy, including up to 8 weeks of Long Service Leave
- Medical, dental, and vision healthcare insurance
- A health-oriented work environment, including sit/stand electric desks and treadmills
- Fun company events
- Subsidized continuing-education and off-site training courses
- An open management structure that encourages communication and feedback
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