Uvalle Law Firm, PLLC - The Lawboss - is a fast-paced, high-volume personal injury law firm experiencing incredible growth and expansion. We are seeking a professional and skilled INTAKE MANAGER to join our team. You will work with cutting-edge technology to deliver superior customer service. You will also experience a fostering, positive environment with opportunities for professional development and growth to advance your career.
The Intake Manager is the direct supervisor of the Intake Department. The Intake Department is a potential client's first impression of Uvalle Law Firm, responsible for contacting leads and signing the correct cases in a timely manner. An ideal Intake Manager would be passionate about sales, possess excellent communication and negotiation skills, and demonstrate the ability to close leads.
In this vital role, you will ensure that the department provides a seamless and professional client onboarding process. This is an excellent opportunity to lead a dynamic team, directly impact client experiences, and make a meaningful difference.
Main Objectives:
1. Client Contact. Ensure Intake Department reaches out to leads within 30 seconds of receipt and follows up on all leads in a timely manner.
2. File Documentation. Ensure Intake Department captures and inputs all information to properly evaluate leads. If it's not in the file, it didn't happen.
3. Sales. Utilize sales abilities to sell potential clients on the benefits of choosing our firm to represent them.
Responsibilities include, but are not limited to, the following:
Monitor leads to ensure PC calls are being answered within 30 seconds and followed up on in a timely manner
Maintain 60% conversion percentage each month (All Leads)
Maintain 100% conversion percentage each month (Wanted Leads)
Maintain 100 cases signed per week
Complete two (2) file reviews per Intake team member per week
Audit disqualified leads to identify trends
Assist Intake team with conversion of cases
Coach Intake team on proper handling of PC calls
Quickly learn and retain the requirements for potential clients for eligibility of the Firms' services.
Maintain accurate and up-to-date records of all intake processes
Ensure that all intake processes are in compliance with relevant laws, regulations, and ethics rules.
Manage and mentor the Intake Department to ensure high performance and adherence to protocols.
Oversee the intake process, ensuring potential clients are guided professionally and empathetically.
Monitor key performance indicators (KPIs) and implement strategies to meet or exceed goals.
Collaborate with other departments to optimize workflows and improve client experience.
Conduct quality assurance reviews to maintain excellence in client communication and data accuracy.
Handle escalations and ensure resolution of client concerns.
Meetings:
Firm Huddle (Weekly)
Intake Department Meeting (Weekly)
Sales Team Huddles (Daily)
Meeting with Pre-Lit Director (Bi-Weekly)
45/90 and Annual reviews
Personnel:
Reports directly to Director of Pre-Litigation
What We're Looking For:
Proven leadership and sales management experience in a professional setting, preferably in the legal or client services field.
Strong interpersonal and communication skills with a client-focused mindset.
Excellent telephone communication skills, including the ability to articulate professional responses, strong listening skills, and de-escalation of problem calls, all while maintaining professional phone etiquette.
Excellent communication and negotiation skills with the ability to close leads within a timeframe determined by the firm.
Ability to analyze processes, identify areas for improvement, and implement solutions.
Exceptional organizational and multitasking abilities.
A drive to lead by example and foster a positive, productive work environment.
Bilingual preferred but not required (Spanish/English)
Your Job Type / Schedule:
Full-Time
Monday thru Friday (8-hour shift)
Your Work Location:
Hybrid "in-office & remote" after 90-days of employment