Team Lead

23 hours ago

Fort Worth, United States Ross and Matthews, P.C. Full time
Job DescriptionJob Description

TEAM LEAD

Established Law Firm is seeking a Team Lead for Operations Department. The Lead will oversee a team of Legal Intake Specialists and is responsible for the day-to-day planning of daily goals in production and service. This role requires the ability to motivate and guide a team while maintaining a positive working environment.

Essential Job Duties:

Observe rules governing privileged communication and confidential information.

Training new employees, cross training, retraining existing staff.

Monitoring staff functions, providing additional training and assistance as needed.

Maintain positive and cohesive work environment.

Answer incoming calls from members; open intakes, verify information and follow any applicable scripts.

Assist members with opening and updating legal intakes in computer system, coding files correctly, and sending messages to appropriate parties.

Take escalated calls from staff.

Assist staff with questions and problems.

Ensure breaks and lunches are taken in a timely manner, maintaining appropriate department coverage.

Contact members regarding issues as required.

Gather and report daily departmental statistics for monthly reporting.

Complete departmental functions on a regular basis.

Utilize various software (LegalShield Partner, 8x8, Outlook, etc.,) with accuracy and efficiency.

Adhere to firm standards of courtesy and professionalism, as well as LegalShield service standard requirements.

Secondary Job Duties:

Special projects as assigned.

Coverage for staff shortages and other Team Leaders as required.

Review intakes and documents for conflicts of interests and respond appropriately.

Physical Requirements:

Ability to remain seated for extended periods of time.

Education/Experience/Skill Requirements:

5 years of work experience, customer service experience preferred.

High school diploma or equivalent; some college preferred.

Attention to detail, sense of urgency and high level of accuracy and confidentiality.

Proficient with Excel, Word, Outlook and internet functionality.

Well-developed verbal, listening and written communications skills.

Strong prioritization, organization and multi-tasking, including ability to prioritize and take appropriate action at beginning of day and re-evaluate and re-prioritize as day progresses.

Must be self-motivated and able to function well with minimal supervision.

Positive, upbeat, helpful and patient temperament.

Excellent customer service and telephone skills: courtesy, grammar, and professionalism.

Ability to follow instructions and work within policies, procedures and deadlines.

Must be comfortable with extensive interaction via telephone with attorneys and members.

Ability to work well under pressure.

Must be reliable with consistent attendance and punctuality.

Must live in the North Texas area.

Hybrid schedule

Company DescriptionProvider firm for LegalShield.Company DescriptionProvider firm for LegalShield.

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