Intake Team Lead

We are a rapidly growing Plaintiff's Elder Abuse & Personal Injury practice located in Los Angeles, CA. We are currently seeking an experienced Intake Team Lead to join our dynamic team.

We are proud of our commitment to and vision of providing clients with the highest level of service. The ideal candidate will be someone who wants the chance to make a difference for our clients and contribute to our firm as a whole.

• A team environment guided by respect and care
• An investment in technology and processes for our team
• A challenging, fast paced, and interesting case load
• A very competitive salary
• Growth opportunity and a collaborative team environment; competitive benefits package, including medical, dental and vision options and paid parking

• Operational Oversight
  • 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.
• Training and Mentorship
  • 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.
• Quality Assurance and Reporting
  • 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.
• Business Systems Configuration and Integration
  • 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.
• Administrative and Client Support
  • 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.

• 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.
• Preference for candidates proficient in business systems such as Litify, Ring Central, and other CRM or communication platforms.
• 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.
• Familiarity with personal injury law and/or legal intake processes is a plus.

We offer competitive compensation and a positive and collaborative work environment.

• 401K
• PTO: 4 personal days; 6 sick days.
• Paid holidays
• Free parking

If you are passionate about fighting on behalf of individuals against large firms and companies, and if helping those who cannot help themselves is important to you, we invite you to join our team.

We value our employees and believe in fostering a culture of growth, development and success. You will have opportunities to expand your skills and advance within the firm.

Note:

All applications are confidential.