Intake Manager

Tom Anelli & Associates, PC; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A legal services firm is looking for an Intake Manager to oversee their intake process and manage a team dedicated to client interactions. This role requires strong managerial experience, particularly in personal injury contexts, and a proven ability to ensure a supportive experience for clients at the start of their legal journey. The position offers remote work in a mission-driven environment with opportunities for professional growth.

Benefits

Professional growth opportunities

Collaborative remote team

Mission-driven environment

Qualifications

• Proven track record in leading a team, preferably in an intake or client-service environment.
• Prior experience in a PI law firm is a major plus.
• 1+ year of phone-based customer service experience preferred.
• Strong attention to detail with the ability to manage call logs and schedule follow-ups.
• Reliable internet and tech setup for a fully remote role.

Responsibilities

• Supervise intake specialists and support staff handling incoming calls.
• Develop and enforce SOPs for consistent quality interactions.
• Conduct regular call audits and identify training needs.
• Implement and optimize intake software for accurate data capture.
• Handle escalated calls with empathy and discretion.
• Continuously evaluate workflows and introduce best practices.

Skills

Managerial Experience

Communication & Empathy

Operational & Analytical Skills

Tech-Savvy

Solution-Oriented Leadership

Tools

CRM/case management software

data analytics tools

Job description

Overview

Are you a strategic leader who thrives on orchestrating an intake process from the first call to client onboarding? Do you enjoy managing and mentoring an intake team, ensuring empathy, precision, and consistent follow-through for every inquiry? See each lead as an opportunity to guide someone toward critical legal support.

Important: TO APPLY

If you have any questions, please email [e-mail] only.

RECRUITERS DO NOT CONTACT

At Frost Law Firm, PC, our story is a narrative of resilience and justice. We specialize in asbestos-related diseases and personal injury, driven by empathy for families affected by corporate negligence. Our intake needs are growing, and we are seeking an Intake Manager to lead the intake team—overseeing initial client interactions, refining SOPs, and ensuring a streamlined experience from the moment a potential client reaches out. You will collaborate with attorneys and paralegals to shape our intake strategy and ensure every caller feels heard and supported.

What you’ll do

• Lead and Manage the Intake Team
  • Supervise intake specialists, receptionists, and 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, 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 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.
  • 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 related legal environment is a major plus. Familiarity with PI-specific terminology and client needs benefits this role.
• Communication & Empathy: 1+ year of phone-based customer service, call center, or receptionist experience preferred. Excellent verbal communication skills; calm and personable under pressure. People-first attitude with 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. Comfortable with CRM/case management software, call-tracking systems, and data analytics. Organized and detail-oriented to ensure data accuracy and smooth processes.
• Tech-Savvy & Remote-Ready: Comfortable using case management software, CRM tools, or phone systems. Reliable internet and tech setup for a fully remote role.
• Solution-Oriented Leadership: Ability to identify bottlenecks, propose improvements, and lead by example. Forward-thinking mindset embracing innovation and efficiency.

Why you should work here

• Make a Difference from Day One: You’ll guide prospective clients at the start of their legal journey.
• Mission-Driven Environment: Join a team dedicated to advocating for those in need.
• Professional Growth: Exposure to legal processes, cross-training, mentorship from senior attorneys, and leadership development.
• Collaborative Team: A remote team with a supportive culture that shares insights and learns from challenges.

At Frost Law Firm, your expertise isn’t just about overseeing calls—it’s about guiding a dedicated intake team and ensuring every prospective client feels supported during a pivotal moment. If you’re ready to make a real impact with leadership, operational acumen, and organizational skills—especially with a PI background—we invite you to apply and join our team.