Personal Injury Law Firm Intake Manager

Lundy Law•Philadelphia, PA

About The Position

Lundy Law Firm is a premier personal injury law firm known for its exceptional legal services and unwavering dedication to our clients. Our close-knit team is committed to delivering superior client care while fostering an inclusive and collaborative environment where every member plays an essential role in our success. We’re seeking an Intake Manager to oversee the intake process and ensure prospective clients receive prompt, professional, and compassionate attention. This role demands someone with a strong background in client service, intake, or sales, combined with emotional intelligence and integrity. The Intake Manager will lead a diverse team of intake specialists—including virtual assistants—and work closely with legal and administrative teams to deliver a seamless client experience. The ideal candidate will be detail-oriented, proactive, and empathetic, with a keen focus on improving client interactions and streamlining workflows to maintain high levels of client satisfaction. The Intake Manager will also ensure that the intake process aligns with the firm’s legal goals and supports a smooth transition to the legal team.

Requirements

At least 3 years of experience in an intake, client service, or sales role (preferably within legal, healthcare, or professional services). Leadership or supervisory experience is highly desirable.
Strong ability to empathize and connect with clients, especially in stressful or sensitive situations.
Committed to maintaining confidentiality and upholding ethical standards.
Proven ability to lead and motivate a diverse team, fostering collaboration and productivity.
Excellent verbal and written communication skills, with the ability to clearly convey complex information to both clients and colleagues.
Highly organized, able to manage multiple tasks and priorities in a fast-paced environment.
Familiar with client management software, CRM systems, and Microsoft Office Suite.
Ability to convert leads into clients while maintaining a focus on service excellence and empathy.

Nice To Haves

Experience with case management software is a plus.

Responsibilities

Lead the Intake Team: Supervise and mentor a team of intake specialists, including virtual assistants and in-office staff, ensuring proper training, alignment with firm values, and efficient performance.
Client Interaction: Oversee initial client inquiries, providing a professional, empathetic, and trustworthy first impression. Manage high-volume calls, emails, and online requests promptly.
Data Management: Ensure accurate and confidential entry of client intake data into the firm's systems while maintaining compliance with all privacy and legal standards.
Team Development & Training: Conduct ongoing training for the intake team on best practices, legal processes, and exceptional client service. Encourage continuous growth and foster a culture of emotional intelligence.
Cross-Department Collaboration: Work closely with case managers, attorneys, and other departments to ensure smooth handoffs from intake to the legal team.
Process Improvement: Analyze the intake process and identify opportunities to improve workflows, response times, and the overall client experience.
Lead Generation & Conversion: Monitor and track intake lead performance, ensuring follow-ups and client engagement strategies are in place to maximize conversion rates.
Customer Service Excellence: Guide the team in handling complex or sensitive client situations, ensuring clients feel supported and heard throughout their first interaction with the firm.
Performance Reporting: Track key metrics related to intake, conversion, and client satisfaction, and use data insights to enhance team performance and process efficiency.