Description:
The Director of Intake will be responsible for ensuring that all potential clients and new clients receive the highest level of customer care by overseeing the firm's intake and new case departments. We are seeking a highly motivated multitasker with excellent communication skills and an upbeat attitude. Candidates should be able to work in a very high-paced, dynamic work environment. The ideal team member is someone who has exceptional organizational and time management skills, strong customer service skills, superior problem-solving abilities, and leadership qualities.
Duties & Responsibilities:
- Phone Accountability: including but not limited to making initial contact with potential new clients, assisting on calls to increase the likelihood of conversation and assisting and advising intake specialists and new case specialists
- File and Data Management: including but not limited to assigning new cases to the appropriate teams and running and analyzing weekly reports as required by management
- Intake Management: including but not limited to evaluating leads with the intended purposes of converting to a case, quality control of all intake and new case specialists to ensure clients and potential clients are being serviced properly, and run weekly huddle meetings to discuss performance goals, celebrate wins, and discuss any roadblocks the team is running into and solutions to overcome them
- Marketing: including but not limited to ensuring that marketing information and all demographic information is entered into the CMS accurately
- Reporting: running and analyzing weekly and monthly reports to provide data to upper management including conversion reports, reports related to marketing campaign success and wanted vs. unwanted leads
Qualifications & Requirements:
- Strong customer service skills and excellent communication skills
- Highly organized, efficient and proactive with an attention to detail
- Effective problem-solving abilities
- Strong personal focus on meeting or exceeding individual, department and Firm expectations
- Demonstrates a willingness to take on new tasks with a general attitude that no task is too small, impossible or cannot be improved
- Ability to work effectively within a team-oriented work environment and independently
- Knowledge of NYS no-fault and workers' compensation rules and applicability and ability to read police reports and discern key information
- Prior personal injury law firm experience required
- Bilingual, Spanish preferred but not a must
