Intake Supervisor

Job Description

Job Description

At Sweet James, we do more than handle injury cases — we help people rebuild their lives after devastating accidents. We're seeking an experienced, driven, and people-focused Intake Supervisor to lead our rapidly growing team to success. As one of the nation’s leading personal injury law firms, we are known for delivering exceptional client service, powerful results, and compassionate advocacy.

This is an exciting opportunity for a motivated leader who thrives in high-energy environments, is passionate about client experience, and has a proven ability to develop and inspire high-performing teams. The ideal candidate is both strategic and hands-on — someone who can drive performance metrics while maintaining compassion and professionalism in every client interaction.

Key Responsibilities

• Lead, mentor, and develop a team of Intake/Client Concierge representatives in a high-volume call center environment
• Monitor team performance, productivity, and quality assurance to ensure exceptional client service and achievement of intake goals
• Develop and implement strategies to optimize intake operations, improve conversion rates, and enhance the client experience
• Provide coaching, accountability, and ongoing training to support employee growth and success
• Ensure accurate intake documentation and proper handling of sensitive and confidential information
• Address escalated client concerns professionally, effectively, and with empathy
• Collaborate cross-functionally with attorneys, management, and other departments to improve operational efficiency and client satisfaction
• Analyze reporting and intake metrics to identify trends, opportunities, and areas for improvement
• Assist with scheduling, staffing coverage, and workflow management to support business needs
• Foster a positive, performance-driven, and team-oriented culture

Qualifications

• Previous management or leadership experience in a customer service, sales, intake, or call center environment required
• Strong leadership skills with the ability to motivate, coach, and inspire a team
• Excellent verbal and written communication skills
• Highly organized with strong attention to detail and multitasking abilities
• Ability to thrive under pressure in a fast-paced environment
• Professional, solution-oriented, and adaptable mindset
• Strong work ethic, positive attitude, and commitment to team success
• Experience handling escalated customer/client concerns preferred
• Bilingual Spanish preferred, but not required

What We Offer

• Performance driven bonus and growth opportunities
• Benefits: Medical, dental, vision, and life insurance
• Paid holidays and PTO
• 401(k) with 2% match after 90-days
• Supportive and collaborative team culture
• Opportunity to make a meaningful impact helping clients through difficult times

Schedule

• Full-time position
• 8-hour shifts
• Evening and weekend availability as needed
• Occasional after-hours support may be required based on business needs

Join Our Team!

We are looking for long-term team members who are motivated, dependable, and eager to grow with our firm. At our firm, the Intake team is often the first impression potential clients receive. We are looking for a leader who understands the importance of empathy, urgency, communication, and operational excellence. If you are a strong leader who enjoys building successful teams and creating exceptional client experiences, we would love to hear from you!

Sweet James Accident Attorneys is a nationally recognized personal injury law firm built on a culture of excellence, compassion, and results. Our team is driven by a shared commitment to delivering exceptional client service while supporting one another in a fast-paced, collaborative environment. At Sweet James, we invest in our people, encourage professional growth, and provide meaningful opportunities to build rewarding careers while making a real impact in the lives of our clients.

Company Description

Sweet James Accident Attorneys is a nationally recognized personal injury law firm built on a culture of excellence, compassion, and results. Our team is driven by a shared commitment to delivering exceptional client service while supporting one another in a fast-paced, collaborative environment. At Sweet James, we invest in our people, encourage professional growth, and provide meaningful opportunities to build rewarding careers while making a real impact in the lives of our clients.