PI Intake Leader — Client Experience & Growth

Pusch & Nguyen Law Firm; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Pusch & Nguyen Law Firm in Houston, TX seeks an Intake Manager to lead the Intake Department and ensure every potential client is greeted with prompt, professional service from the first interaction.

This hands-on leadership role requires deep knowledge of the Personal Injury process, strong coaching skills, and the ability to drive metrics, improve client experience, and grow the firm.

Qualifications

• Strong knowledge of the Personal Injury process required.
• Experience in PI intake or legal operations preferred.
• Previous supervisory or management experience.
• Excellent communication and leadership skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Confidentiality and professional client handling.

Responsibilities

• Lead, supervise, coach, and develop the Intake Specialist team.
• Oversee daily operations and performance of the Intake Department.
• Ensure timely handling of calls, inquiries, referrals, and texts.
• Monitor leads, follow-up activity, and KPI metrics.
• Coach staff on communication, scripts, and client service.
• Collaborate with attorneys and other departments to ensure smooth transitions.
• Maintain confidentiality of all client and firm information.

Skills

PI process

Leadership

Coaching

KPIs

Client experience

Team development

Job description

Pusch & Nguyen Law Firm in Houston, TX seeks an Intake Manager to lead the Intake Department and ensure every potential client is greeted with prompt, professional service from the first interaction.

This hands-on leadership role requires deep knowledge of the Personal Injury process, strong coaching skills, and the ability to drive metrics, improve client experience, and grow the firm.