Job Description

ProspectBlue has partnered with a reputable law firm in Richmond, VA and is seeking a Manager to lead the Intakes Department. The ideal candidate will play a pivotal leadership role within a high-volume, fast-paced Intake Department. This role combines hands-on sales expertise with management responsibilities to ensure department efficiency, drive client acquisition, and uphold the firm's standards for client service.

As the primary coach and leader of the intake team, the Intake Manager is responsible for hiring, onboarding, ongoing training, performance evaluations, and managing transitions including resignations and terminations. The role is centered around achieving and exceeding sales metrics—such as cost per acquisition—while also enhancing operational quality and consistency.

In addition to overseeing daily operations, the Intake Manager actively supports their team by answering inbound calls to maintain their own skills, assist in peak call times, and ensure clients experience exceptional service. This is an in office role requiring both strategic oversight and direct involvement in sales efforts.

KEY RESPONSIBILITIES

Department Leadership:
Lead the Client Experience team (CES) in setting the tone for the client journey. Ensure all team members deliver empathetic, professional, and effective service, regardless of case qualification outcomes.

Hire, train, and manage Client Experience Managers and staff to meet individual and team objectives.

Foster a performance-driven culture through coaching and accountability.

Sales Execution & Oversight:

Maintain and demonstrate excellent phone etiquette and client communication.

Guide the team in qualifying cases and securing client retainers during initial calls.

Monitor and coach staff on case intake procedures, CRM documentation, and client engagement strategies.

Personally handle new client calls as needed to support the team and retain firsthand sales proficiency.

Performance Management & Quality Control:

Conduct regular audits of team performance for accuracy, efficiency, and adherence to firm protocols.

Hold quarterly reviews, implement performance improvement plans, and manage disciplinary actions when necessary.

Track key performance indicators (KPIs) and ensure calls are consistently answered during business hours.

Provide constructive feedback and mentorship to enhance team development.

Client Support & Communication:

Support current clients by fielding basic questions and managing expectations throughout their case journey.

Educate clients about the legal process while avoiding guarantees, ensuring transparency and trust.

Meeting Facilitation & Reporting:

Lead weekly team meetings, analyze performance metrics, and address any operational challenges.

Communicate team updates, insights, and results to leadership regularly.

Travel & Additional Duties:

Travel to satellite offices as needed for training, meetings, or support (company vehicle or mileage reimbursement provided).

Perform other responsibilities as assigned by leadership.

REQUIRED SKILLS & COMPETENCIES

Proven experience in sales, with the ability to convert calls into signed retainers during the first interaction.

Demonstrated success in team management, including hiring, coaching, mentoring, and holding others accountable.

Strong data entry and CRM management skills; ability to document case details efficiently and accurately.

Excellent investigative and active listening abilities to gather case-relevant information quickly and thoroughly.

Typing speed of 65+ WPM, with proficiency in transcribing client information in real time.

Detail-oriented and able to retain information without repetitive questioning.

Confident problem-solving skills, especially in high-pressure situations or when answers are not immediately available.

Strong interpersonal skills with the ability to work independently and collaboratively across departments in a team-oriented culture.

QUALIFICATIONS

High school diploma or equivalent required.

Minimum 2 years of management experience.

Minimum 5 years in sales or customer service roles.

Valid U.S. driver’s license with a clean driving record (required for understanding MVA case context and for travel to other offices).

Proficiency in Microsoft Office (Excel, Word) and general computer literacy.

Experience with CRM systems and related software platforms.

Ability to pass a background check and pre-employment screenings.