Intake Team Lead
1 week ago
Our client, a rapidly growing Plaintiff's law firm in Los Angeles, is seeking an experienced Intake Team Lead to support and help elevate their Intake Department. The Intake Team Lead works closely with the Intake Manager to oversee daily operations of the Intake Department, including training, coaching, scheduling, QA/QC, and team support.
Responsibilities:
- Oversee daily intake operations, ensuring all calls are handled promptly, professionally, and with empathy.
- Serve as a "Manager of First Impressions," maintaining top-tier client experience standards.
- Assist with scheduling, coverage, and task assignment for Intake Specialists.
- Coordinate follow-ups and ensure timely communication with all potential clients.
- Support onboarding, training, coaching, and mentorship of Intake Specialists.
- Conduct QA/QC reviews of calls, documentation, and data entry; provide constructive feedback.
- Assist in tracking performance metrics such as conversion rates and response times.
- Support system configuration, workflow optimization, and integration of new technologies.
- Create/update intake scripts, materials, and internal processes.
- Provide backup support during peak times and assist with reporting/administrative tasks.
- Collaborate with other departments to resolve client concerns and ensure smooth communication.
- Strong customer service skills with empathy and active listening.
- Proven leadership abilities with experience mentoring or coaching teams.
- Strong analytical skills with the ability to assess processes and recommend improvements.
- Experience with CRM or intake systems preferred (Litify, RingCentral, etc.).
- Excellent verbal and written communication skills.
- Quick learner with strong technology aptitude.
- Highly organized, detail-oriented, and able to prioritize in a fast-paced environment.
- Professional demeanor and commitment to high client service standards.
- Familiarity with personal injury or legal intake is a plus.
- Competitive salary
- Medical, dental, and vision insurance
- 401(k)
- PTO: 4 Personal Days + 6 Sick Days
- Paid holidays
- Paid parking
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