Intake Manager

Essential Functions:

• Manage the Intake Team, overseeing all client intake activities, supervising the Intake Specialists, providing leadership and support to ensure high-quality service delivery and client satisfaction
• Persistently monitor all potential new client inquiries
• Handle escalation, confusion, complex cases, special requests, highly sensitive cases, etc.
• Keep a birds-eye view on the intake process, the spread of cases amongst attorneys, and strategy around firm balance
• Oversee and update the customer management system to reflect potential new client case statuses
• Direct the team in assisting attorneys with administrative tasks related to opening new cases, maintaining databases, setting up retainers, and managing client payment information
• Implement changes for process improvements to ensure processes are efficient, organized, and meet the needs of clients and the Firm
• Troubleshoot and upgrade the Intake Team’s software as needed
• Synthesize and report intake KPIs to the management team
• Collaboration with firm leadership to align intake processes and goals with organizational strategy
• Other duties as assigned

Job Requirements:

• Previous customer service or Potential New Client (PNC) intake in family law preferred
• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience required
• New client intake and case management software experience is required
• Poses a proven track record of prior supervisory or team management experience, showcasing your ability to lead, motivate, and support a diverse team effectively
• Embrace a lifelong learning mindset by continuously seeking opportunities for personal and professional growth while encouraging the Intake Specialists to do the same
• Demonstrate exceptional verbal and written communication skills
• Excellent organizational skills
• Critical thinking – able to determine PNC's needs and find solutions to help direct them to the right services
• Attention to detail – able to follow detailed instructions without constant supervision
• Empathy - understand the PNC’s point of view, making them feel more comfortable with you, while moving them to resolution in a conversational manner (scheduling consult to decline services); Ability to handle high-emotion PNCs in a discreet manner
• Desire to build people up and the ability to help a PNC in crisis, pain, or vulnerable state
• Capable of being resourceful and proactive when issues arise
• Keep an awareness of all current intake processes and statuses while anticipating future needs to best support the intake team
• Multitasking and time-management skills, with the ability to prioritize tasks
• Proficient computer skills in Microsoft Office suite, including Word, Excel, and Outlook, as well as general office software including email, video conferencing, and Internet browser

Physical Demands and Work Environment:

The physical demands and work environment described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Occasional lifting (30+ lbs.), though exertion of up to 10 lbs. of force is more common 
• Need good manual dexterity for the use of standard office equipment (e.g., computers, mobile devices, copiers) 
• The job is performed indoors, in an office setting