Do you have the skills to make the first impression count in a highly respected personal injury firm?
Are you ready to transform client interactions into productive engagements with empathy and precision?
Can you leverage your experience to improve intake processes within an impactful legal setting?
Is your background in insurance adjusting or similar roles ready to shine in a new opportunity?
Final question: When faced with a challenge, do you get excited or run away?
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Stampone O’Brien Dilsheimer Holloway is a distinguished law firm deeply rooted in Philadelphia, specializing in personal injury, abuse, and civil rights cases. With a track record of winning significant settlements and verdicts, we have made a name for ourselves as tenacious advocates for our clients.
Our firm’s mission is to deliver justice and full compensation for our clients. We do this by employing strategic legal tactics and maintaining a steadfast commitment to client rights and dignity. Our practice areas include a comprehensive list of personal injury categories, civil rights abuses, and social security cases, showcasing our dedication to addressing diverse legal needs in our community. With locations across Cheltenham, Philadelphia, and New Jersey, our influence and reach are extensive, offering premier legal services to a broad client base.
Our firm is seeking an Intake Manager to lead the initial engagement process for potential clients, ensuring a smooth and professional first interaction. This role is pivotal as it sets the stage for the rest of the client experience, supporting our mission of achieving justice and maximizing client compensation. This individual will directly affect our firm's ability to engage effectively with potential clients and maintain high standards in our intake process.
What you’ll do:
- Client Point of Contact: Serve as the first touchpoint for potential clients, delivering an empathetic and professional experience.
- Lead Qualification: Assess and qualify inbound leads to determine compatibility with the firm’s services, ensuring suitable cases are escalated appropriately.
- Process Ownership: Manage the pre-retainer intake process, continuously improving the system and maintaining clear communication lines with the legal team.
- Follow-Up Management: Ensure all leads are promptly and adequately followed up, sustaining a seamless client journey.
- Attribution Tracking: Maintain comprehensive records of lead sources and follow outcomes to analyze the effectiveness of referral channels.
- Tool Utilization: Use the RingCentral platform for call quality and outcomes, monitoring and advising on best practices.
What we’re looking for:
- Industry Experience: Previous experience in plaintiff personal injury intake or a closely related setting is essential.
- Insurance Acumen: Background as an insurance adjuster or similar experience is a strong plus, enhancing claim assessment capabilities.
- Tech Proficiency: Hands-on experience with VoIP/contact center tools like RingCentral, including call transcription and sentiment analysis.
- Client Engagement: Professional and personable with excellent communication skills, capable of fostering client rapport from the first interaction.
- Organizational Skills: Process-oriented with a knack for detailed documentation and diligent attribution tracking.
- Local Presence: Must be local enough to maintain in-office availability as required.
Why you should work here:
- Impactful Role: Influence client experience and case quality directly by owning the first impression touchpoints.
- Innovative Environment: Contribute to professionalizing a key firm function by helping shape processes, standards, and tools.
- Collaborative Culture: Work closely with firm leadership in a supportive, growth-oriented atmosphere.
- Quality Focus: Engage in meaningful, lower-volume interactions rather than a call-center environment, fostering stronger relationships and outcomes.
Additional perks:
- Comprehensive Health Benefits: Covers a range of health care needs, ensuring well-being for employees.
- Retirement Savings: Access to a 401(k) plan with competitive matching, promoting long-term financial security.
- Generous PTO: Paid time off, including federal holidays and prorated leave in the first year.
- Professional Development: Opportunities for growth and educational advancement supported by the firm.
Join us at Stampone O’Brien Dilsheimer Holloway and become an integral part of our success story. Drive transformation in our client engagement processes and make a lasting impact on the lives of those we represent. We invite motivated and capable candidates to apply and contribute to our tradition of excellence in legal advocacy.