Intake Success Coach
L
Legal Intake ProsLegal Intake Optimization
United StatesFull-TimeJunior
Salary$65,000 to $75,000, plus monthly and quarterly performance bonuses
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Job Details
- Required Skills
- Project ManagementQuality AssuranceCoachingCRM
Requirements
- Bachelor's degree or an equivalent combination of relevant education and professional experience.
- Demonstrated legal intake experience, preferably within personal injury or closely related law firm operations.
- Experience coaching, training, auditing, supervising, or developing intake or client-facing professionals.
- Strong understanding of the legal intake journey.
- Experience analyzing performance data and using it to diagnose problems and change behavior.
- Excellent facilitation, written and verbal communication, active listening, and presentation skills.
- Ability to work independently, manage multiple client relationships, and meet deadlines in a fully remote environment.
- Working knowledge of CRM, quality-assurance, project-management, and video-conferencing tools.
- Genuine interest in a coaching, client-consulting, and performance-development function.
- Bonus: Personal injury or plaintiff law intake experience.
- Bonus: Fluency in Lead Docket or a comparable legal intake CRM.
- Bonus: Experience leading performance conversations with law firm owners, operations leaders, or managers.
Responsibilities
- Build trusted relationships with law firm owners, operations leaders, intake managers, and intake specialists across your assigned client portfolio.
- Lead client leadership meetings, performance reviews, and escalation conversations with clear, evidence-backed recommendations.
- Prepare and facilitate structured coaching sessions using call reviews, role-play, teach-back, and follow-up audits to confirm behavior change.
- Coach intake professionals on active listening, call control, rapport, objection handling, one-call closes, and case disposition.
- Conduct call audits, QA reviews, Lead Docket analysis, and conversion trend analysis to identify root causes.
- Translate quality and performance data into prioritized coaching strategies with clear owners, timelines, and measurable outcomes.
- Identify low-performing or at-risk firms and develop targeted intervention plans in partnership with your Manager.
- Document coaching observations, commitments, and follow-up actions accurately.
- Create or improve facilitation guides, SOPs, and client education materials as needed.
- Participate in calibration sessions and collaborate with Quality Control, Implementation, Client Success, and Operations teams.
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