Consumer Intake Team Leader

1 week 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 consumers in need. To further our mission, we are looking for a dedicated and passionate Consumer Intake Manager to oversee our team in Basking Ridge.

Key Responsibilities:

  • Lead a team of Intake Specialists who manage a substantial volume of consumer phone referrals daily.
  • Establish clear objectives, set performance benchmarks, and regularly evaluate both individual and team outcomes to foster ongoing improvement.
  • Enhance and refine the consumer intake process, applying best practices to ensure effective and precise management of customer interactions.
  • Collaborate with product and technology development teams to continually evolve the intake platform, utilizing AI, voice sentiment analysis, and other innovative technologies to improve service quality and efficiency.
  • Maintain an in-depth understanding of our products, services, policies, and procedures to effectively resolve customer inquiries and provide suitable guidance.
  • Generate regular reports on team performance, consumer feedback, and key performance indicators, identifying trends, challenges, and opportunities for enhancement.
  • Thrive in a dynamic environment, adeptly managing shifting priorities to fulfill customer requirements.

Qualifications:

  • 3-5 years of managerial experience, ideally in a customer service or consumer-oriented setting or legal intake.
  • Proven experience in recruiting and training new team members.
  • Strong problem-solving abilities, with a focus on efficiently addressing and resolving customer issues.
  • Openness to learning and adopting new methodologies and technologies to improve the consumer intake process.
  • Exceptional verbal, interpersonal, and written communication skills, facilitating effective interaction with team members, management, and consumers.
  • A Bachelor's degree or equivalent professional experience is required.

Compensation and 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 work environment 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

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