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J&Y Law Firm · 3 weeks ago

Intake Team Lead

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

J&Y Law Firm is a rapidly growing Plaintiff's Elder Abuse & Personal Injury practice located in Los Angeles, CA. They are seeking an experienced Intake Team Lead to oversee the daily operations of the Intake Department, ensuring exceptional client service and mentoring team members while optimizing business processes and systems.

Law Practice

Responsibilities

Ensure all intake phone calls are answered promptly, professionally, and with a friendly and empathetic tone

Act as a “Manager of First Impressions,” maintaining the highest client experience standards and building trust with potential clients

Monitor daily schedules, ensure adequate department coverage, and assist in the assignment of tasks to Intake Specialists

Coordinate follow-ups for pending leads and ensure all potential clients receive timely responses

Assist in onboarding and training new Intake Specialists to uphold the firm’s standards for client service

Provide ongoing coaching and mentorship to team members, reinforcing best practices in client communication, eligibility determination, and professional conduct

Collaborate with the Intake Manager to identify skill gaps and implement training solutions

Conduct QA/QC reviews of intake calls, documentation, and data entry to ensure accuracy, professionalism, and compliance with the firm’s protocols

Provide constructive feedback to team members based on QA reviews

Assist in tracking department performance metrics (e.g., call conversion rates, lead response time) and provide insights to the Intake Manager

Collaborate with the Intake Manager to integrate technologies that streamline intake workflows and improve operational efficiency

Work with team members to identify pain points in current systems and implement solutions to improve productivity and the client experience

Create and update system documentation, training materials, and best practices for team use

Assist in creating and updating intake scripts, processes, and client intake materials as needed

Act as a backup to Intake Specialists during peak times or in the absence of team members

Support the Intake Manager with reporting and other administrative tasks as assigned

Promote a team-oriented work environment and serve as a resource for team members seeking assistance or guidance

Collaborate with the Intake Manager and other departments to address client concerns and ensure seamless communication across the firm

Qualification

Customer service skillsBusiness systems proficiencyLeadership abilitiesAnalytical skillsCommunication skillsEmpathyPersonal injury lawOrganizational skillsAttention to detail

Required

Strong customer service skills, including empathy, active listening, and a focus on client satisfaction

Leadership abilities with a proven track record of coaching, mentoring, and motivating team members

Analytical and critical thinking skills to assess department operations and recommend process improvements

Excellent verbal and written communication skills

Strong aptitude for learning and implementing new technologies

Exceptional organizational skills and attention to detail, with the ability to prioritize tasks effectively

Professional demeanor and appearance, with a commitment to representing the firm's values

Preferred

Preference for candidates proficient in business systems such as Litify, RingCentral, and other CRM or communication platforms

Familiarity with personal injury law and/or legal intake processes is a plus

Benefits

Health Insurance: Medical, Dental, Vision

401K

PTO: 4 Personal Time-Off; 6 Sick Days.

Paid holidays

Free parking

Company

J&Y Law Firm

J&Y is a premier plaintiff’s personal injury law firm with a strong tradition of obtaining superior results by skillfully and aggressively representing our clients.

Founded in 2009