PNC Intake Auditor & Sign-Up Coordinator

Thomas J Henry Law, PLLC•Austin, TX

4d•$70,000 - $80,000•Onsite

About The Position

Top Texas personal injury law firm seeks a highly organized, assertive, and mobile non-lawyer operations professional to serve as the office point person for Potential New Client (PNC) sign-up follow-up in our Austin office. This position exists to protect our sign-up pipeline. The person in this role is responsible for monitoring every priority PNC in the office, auditing attorney follow-up, observing live phone activity for professionalism and closing discipline, and ensuring that all required intake facts are entered into Salesforce immediately and accurately. This is not a desk job. The person in this role will move actively throughout the office, know who is handling PNC calls at any given moment, sit in on live intake activity, and report directly to firm leadership. The position works closely with attorneys, office managers, and central operations. High level of attention to detail is required. Must have the ability to manage deadlines with multiple priorities, work under pressure, and appropriately handle confidential information. Impeccable judgment, discretion, respect, and integrity are required. Must appreciate a fast-paced environment.

Requirements

High School Diploma or equivalent required
Three or more years of experience in legal intake, admissions, sales operations, call-quality auditing, client services, or comparable workflow-heavy roles.
Experience with Salesforce or another major CRM is strongly preferred
Must have clean criminal history.
Must be able to work holidays, weekends, and overtime as needed.
Superb organizational and time-management skills, with meticulous attention to detail.
Strong follow-through and assertive but professional command presence around attorneys and office leadership.
Must be able to work under pressure and adhere to deadlines.
Outstanding attendance and punctuality.
Excellent written and verbal communication skills; researching and problem-solving skills.
Ability to handle highly confidential information with professionalism and integrity.
Excellent phone instinct and client-service awareness.
Ability to move continuously throughout the office rather than work only from a desk.
Teamwork capacity, including the ability to establish and maintain healthy working relationships with people in the department and the organization in general.
Ability to use logic and reasoning to understand, analyze, and evaluate situations and exercise good judgment to make appropriate decisions.
Excellent client service skills and ability to promote and maintain a strong commitment to the mission and values of the organization.
Aggressive about follow-up; relentless on details.
Mobile, hands-on, and proactive — does not wait to be told.
Calm under pressure; comfortable holding professionals accountable.
Highly credible with lawyers and managers.
Strong listener; naturally observant.
Focused on protecting revenue and client experience.

Nice To Haves

associate or bachelor’s degree preferred.
Salesforce dashboard, queue view, and task experience preferred.
Prior experience in a personal injury, plaintiff-side, or contingency-fee environment strongly preferred.
Spanish-language ability is preferred.

Responsibilities

Reports to the Director of Intake Operations, with daily coordination with Office Management.
Serve as the Austin office point person for priority PNC monitoring, sign-up follow-up, and intake quality assurance.
Identify, flag, and track every priority PNC from first contact through signed status.
Audit attorney follow-up to confirm wanted PNCs receive timely, documented contact and a clear next step.
Observe and review inbound and outbound sign-up calls for professionalism, urgency, empathy, fact capture and closing discipline.
Walk the office floor continuously throughout the day; pop into live PNC calls; monitor real-time intake activity.
Review night, weekend, and web-origin PNCs each morning to confirm timely first touch and proper ownership has occurred through the evenings and weekends.
Verify that intake facts, notes, dispositions, and required fields are entered into Salesforce immediately after every meaningful contact.
Confirm Salesforce stage and status accurately reflect the real-world condition of every priority PNC.
Escalate stalled sign-ups, missing facts, poor call handling, and broken follow-up the same day, in writing, to the responsible attorney, manager and central operations.
Coordinate real time corrective action with attorneys and office leadership on case signups.
Maintain Salesforce queue views, exception reports, and SLA timers; act on the queue throughout the day.
Prepare the daily Office PNC Exception Report and the weekly office scorecard.
Identify coaching opportunities and repeat-offender trends; surface them to the Office Manager and the Director of Intake Operations.
Other duties as assigned.