Lead Intake Coordinator - Law Firm

Harris Law Firm PLLP • Denver, CO

3d • Onsite

About The Position

The Harris Law Firm is seeking a Lead Intake Coordinator to play a critical role in both client experience and intake team operations. This individual will serve as a working lead responsible for guiding and supporting a team of Intake Coordinators while also managing high-level intake responsibilities and complex prospective client matters. This role combines leadership, mentorship, organization, and customer service excellence to ensure the intake department operates efficiently and consistently. The firm is known for its superior legal representation, outstanding service, and a strong team culture, emphasizing client welfare, dignity, and pro bono service. They are recognized as a Best Law Firm and Best Place to Work.

Requirements

• 4+ years of customer service, intake, or sales experience
• Strong multitasking and organizational skills
• Excellent verbal and written communication skills
• Ability to remain calm, compassionate, and professional under pressure
• Experience working in a law firm or legal environment is a plus

Nice To Haves

• Previous leadership, lead, or supervisory experience preferred
• Inbound sales, customer service, or call center experience (preferred)
• Prior leadership or supervisory experience (preferred)
• Experience with Salesforce or CRM systems (preferred)

Responsibilities

• Review, prioritize, and assign incoming leads and prospective clients
• Provide day-to-day guidance and support to a team of Intake Coordinators
• Monitor intake workflows to ensure timely follow-up and client responsiveness
• Assist with balancing workloads and helping coordinators stay on track with follow-ups and task management
• Serve as a resource for escalated or high-priority intake matters
• Help train, onboard, and mentor new Intake Coordinators
• Maintain and improve intake processes, templates, and workflows
• Monitor Salesforce and intake systems for accuracy, consistency, and efficiency
• Screen phone calls before scheduling attorney consultations
• Build immediate rapport with prospective clients through empathy and professionalism
• Conduct follow-ups on pending leads and consultations
• Maintain accurate logs, reporting systems, and tracking metrics
• Schedule consultations and support attorneys throughout the intake process
• Collaborate closely with attorneys, leadership, and operations teams
• Assist with VIP and high-complexity cases when needed

Benefits

• 401(k) with employer match
• Health insurance
• Company-covered short-term disability, long-term disability, AD&D, and parental leave
• RTD EcoPass
• $20 per month wellness stipend
• Voluntary accident, critical illness, and hospital indemnity insurance
• Regular training and professional development opportunities
• 80 hours of PTO in your first 12 months, increasing to 120 hours in your second year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed