Team Lead – Customer Service Position Available In Guilford, North Carolina

Team Lead

• Customer Service Intake Solutions of America
• 5.0 Greensboro, NC Job Details Full-time $18
• $21 an hour 5 hours ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Employee assistance program 401(k) matching Life insurance Qualifications Bilingual Spanish Management Intake English Mid-level High school diploma or GED Supervising experience Bar Leadership Full Job Description Intake Solutions of America is accepting applications for a Team Lead•Customer Service (Hybrid in Greensboro, NC) Experienced•Focused•Results Driven At Intake Solutions of America, we have one mission: Turning law firm leads into cases.

ISA offers 24 hours a day/7 days per week tailored intake dialogues that lead to contact conversions. Our specialty is serving personal injury and related practice area law firms across the nation. What’s in it for you? Inclusive and diverse working environment. Positive and team-driven culture. Innovative technology. Competitive Pay. Incentive plan eligibility. Shift Differential Available. Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage). Dental Plan Option. Virtual Healthcare Access. Health Savings Account and Flexible Spending Account Options. 401k plan with an employer match. Disability Insurance Options (with employer-paid Long-Term Disability). Life Insurance Options (with employer-paid Basic Life Insurance). 11 Employer-Paid Holidays (Equivalent). Employer-paid Employee Assistance Program.

Employer-paid Benefits Assistance/Advocacy Program Hourly Pay Range:

$18.00 to $21.00

Duties:

Must be able to multi-task and to effectively communicate, problem-solve and to overall handle tasks timely and tactfully with all staff levels and the public. Must be able to adapt to a wide range of diverse clientele. Communicates in accordance with, and understanding of, applicable State Bar rules related to protected information, confidentiality, and the unauthorized practice of law. Complies with corresponding company policies and procedures. Ability to effectively utilize available technology, including computers, databases, portals, and software needed to successfully perform the essential duties of the job. Maintains a professional, courteous demeanor and provides excellent customer service. Assists in establishing operating policies and procedures consistent with the overall goals and objectives of the company. Effective leadership skills are required; exhibits confidence in self and others; inspires and motivates others to perform well. May assist in the preparation of short and long-range plans and budgets based on broad corporate goals and growth objectives. Analyzes key performance indicators to ensure customer satisfaction and efficiency, including the performance of performance of team members. Analyzes call volume and other metrics using multiple software products in relation to work hours, staffing and other events such as national mass tort campaigns and mass mailings and onboarding of new firms. Ability to work nights and weekends as well as flexibility to modify or flex work hours due to the expanding needs of the business and assigned projects. Reviews intake statuses and reports results to appropriate leadership. Facilitates regular meetings and training with team members as needed. Handles escalated calls from attorneys and customers as needed. Produces various weekly, monthly, quarterly, and annual reports. Occasionally develops necessary reports to monitor key performance indicators. Responds to client firm feedback and requests in a timely manner. May assist with discovery meetings with potential new client firms and with the onboarding of new client firms. Communicates with client firms for ongoing quality assurance, and acts as a liaison between the company and clients. Monitors call flow, retention, and response time of Intake team members. Screens and interviews candidates for employment. Conducts hiring and termination evaluations of direct reports and reports to appropriate leadership. Handles disciplinary actions, performance reviews, and coaching of direct reports with oversight from management. Monitors and controls time schedules, timecards, and leave requests for assigned team members. Provides front-line call support, intake evaluation, and customer sign-ups using attorney-driven protocol. Quality checks team member calls. Must be able to administer/adhere to policies and procedures. Must be able to effectively coach team members and develop and maintain cohesive teams. Other duties as assigned by management.

Qualifications:

NC residents only. High school diploma or equivalent required; College degree is preferred. A minimum of two years of legal industry experience and prior management/supervisory experience preferred, or an equivalent combination of education and experience. Bilingual (English/Spanish) is a plus. Intake Solutions of America is an Equal Opportunity Employer.