Intake Manager

Job Description:

Are you a strategic leader who thrives on orchestrating a seamless intake process—from the very first call all the way to client onboarding?

Can you manage and mentor a dedicated intake team, ensuring every inquiry is handled with empathy, precision, and consistent follow-through?

Do you see each incoming lead not merely as a phone call, but as an opportunity to guide someone toward critical legal support?

Final question: When faced with a challenge, do you get excited or run away?

 

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At Frost Law Firm, PC, our story is not just about legal battles; it's a narrative of resilience, passion, and an unwavering commitment to justice. Founded by the visionary Scott L. Frost, our firm's inception is deeply rooted in a personal tragedy that transformed into a relentless mission for justice. Scott's journey began with his father's heartbreaking struggle with cancer, a consequence of asbestos exposure. This pivotal experience galvanized Scott to establish a law firm with a singular purpose: to be a beacon of hope for mesothelioma patients and their families across the nation. 

Our team, led by Scott Frost and composed of seasoned attorneys, is driven by profound empathy for families devastated by corporate negligence. Specializing in asbestos-related diseases and a wide range of personal injury cases, our attorneys embody a relentless spirit in championing the rights of those who have been wronged. Our courtroom prowess is matched only by our community commitment, exemplified by our active participation in events such as the Lawyers for Warriors fundraiser and the Pacific Mesothelioma Center’s Walk/Hike for Mesothelioma—demonstrating our deep belief in giving back and supporting those in need.

With a growing number of inquiries each day, our intake process is more crucial than ever. We need an Intake Manager who can take charge of the entire intake team—overseeing initial client interactions, refining standard operating procedures (SOPs), and ensuring a streamlined experience from the moment a potential client reaches out. In this leadership role, you’ll collaborate directly with our attorneys and paralegals, helping to shape our intake strategy and guaranteeing every caller feels heard and supported.

What you’ll do:

Lead and Manage the Intake Team

• Supervise intake specialists, receptionists, and any support staff who handle incoming calls or digital inquiries.
• Provide ongoing coaching, feedback, and performance evaluations.

Oversee the Entire Intake Process

• Develop, update, and enforce SOPs to ensure consistent, high-quality interactions.
• Monitor call volumes, response times, and lead conversion rates, adjusting resources as needed.

Quality Assurance & Training

• Conduct regular call audits to maintain top-tier service.
• Identify skill gaps and create training programs to address them, especially for personal injury (PI) calls.

Data Management & Reporting

• Implement and optimize intake software and tools for accurate data capture.
• Generate reports on intake metrics, presenting insights and recommendations to firm leadership.

Client Engagement

• Handle escalated calls or sensitive inquiries with empathy and discretion.
• Work with attorneys to filter potential leads and prioritize high-value cases.

Cross-Department Collaboration

• Liaise with marketing to align lead-generation campaigns with intake capacity.
• Coordinate with paralegals and attorneys to refine follow-up processes and ensure no lead slips through the cracks.

Process Improvement

• Continuously evaluate workflows, introducing best practices or advanced tools where beneficial.
• Gather feedback from staff, clients, and firm stakeholders to enhance overall intake efficiency.

 

What we’re looking for:

Managerial Experience: 

• Proven track record in leading a team—preferably in an intake, call center, or client-service environment.
• Ability to set priorities, delegate tasks, and maintain accountability. 

Personal Injury (PI) Background (Highly Preferred): 

• Prior experience in a PI law firm or a related legal environment is a major plus.
• Familiarity with PI-specific terminology and client needs strongly benefits this role.

Communication & Empathy:

• 1+ year of phone-based customer service, call center, or receptionist experience preferred.
• Excellent verbal communication skills, with the ability to remain calm and personable under pressure.
• A people-first attitude, showing patience and understanding for those in stressful situations. 
• Willingness to learn basic legal language (no previous legal experience required).

Operational & Analytical Skills: 

• Ability to manage call logs, schedule follow-ups, and maintain thorough notes.
• Strong attention to detail to ensure each intake is captured accurately.
• Comfort with CRM/case management software, call-tracking systems, and data analytics.
• Organized and detail-oriented, ensuring data is accurate and processes run smoothly.

Tech-Savvy & Remote-Ready: 

• Comfortable using case management software, CRM tools, or phone systems. 
• Reliable internet connection and tech setup to support a fully remote role.

Solution-Oriented Leadership:

• Ability to identify bottlenecks, propose improvements, and lead by example. 
• Forward-thinking mindset that embraces innovation and efficiency.

Why you should work here: 

• Make a Difference from Day One: You’ll be at the forefront of someone’s first step toward justice—guiding them, supporting them, and setting the tone for their entire legal journey.
• Mission-Driven Environment: Our firm is built on the principle of advocating for those most in need. You’ll help clients who face life-altering legal struggles and be part of a team committed to doing what’s right.
• Professional Growth: Gain exposure to legal processes and refine your communication, negotiation, and problem-solving skills. With cross-training and mentorship from senior attorneys, your growth is prioritized. Enjoy continuous training opportunities, develop SOPs from the ground up, and expand your leadership skill set in a supportive environment.
• Collaborative Team: Even as a remote team member, you’ll experience a supportive community that values sharing insights, celebrating wins, and learning from challenges together.

At Frost Law Firm, your expertise isn’t just about overseeing calls—it’s about guiding a dedicated intake team, refining procedures, and ensuring every prospective client feels supported at a pivotal moment in their legal journey. If you’re ready to make a real impact with your leadership, operational acumen, and organizational skills—especially if you have a background in personal injury (PI)—we invite you to take the next step in your career with us. Join our forward-thinking team as an Intake Manager and help us redefine legal support. We look forward to receiving your application and exploring how you can contribute to our continued growth and success.