Position Purpose 

The Intake Support Specialist Team Lead position will provide Red Carpet treatment to all our clients. With a proven track record of success in meeting deadlines and managing time, the person can lead and advise a team of Intake Support Specialists, providing training, guidance, and performance evaluations. Additionally, the candidate should have strong analytical and problem-solving skills and be fluent in both English and Spanish.  

Essential Job Functions & Responsibilities 

• Create and execute training for new team members 

• Facilitate weekly team meetings to review questions and any process updates 

• Lead team members to follow standard processes 

• Learn, memorize, and research the case types we offer at the firm per Attorney’s guidelines 

• Qualify each client for a potential case type based on the Attorney’s direction, training, FAQ documents, and other communications 

• Review case pricing with clients and determine their best payment option to start a recommended case type 

• Use the Attorney’s approved ethical sales scripts to convert potential leads into admitted clients 

• Convert qualified leads into clients based on the benefits and values of each case type 

• Schedule and follow up with all leads that have potential case types 

• Assist with escalating phone calls from dissatisfied clients or clients requesting additional information 

 Essential Skills, Knowledge & Abilities 

• Excellent verbal and written communication skills 

• Sales experience 

• World-class customer service skills 

• Positive attitude 

• Proven ability to meet deadlines and time manage themselves and others 

• Impeccable organizational skills and attention to detail 

• Strong analytical and problem-solving skills 

• Ability to prioritize tasks and delegate them when appropriate 

• Enjoy working in a fast-paced, results-driven environment 

• Proficient with Microsoft Office Suite or related software 

Minimum Qualifications 

• Bilingual (Spanish English) B2-C1 

• Proficient with Microsoft Office Suite or related software 

• High School Diploma or Similar 

• Leadership experience 

• Knowledge of project management software 

• Negotiation skills 

• Creative thinking skills 

• Skills in analyzing metrics to provide feedback and look for points of improvement 

Reporting Relationship 

• Intake Support Specialists