Position Overview
We are seeking a licensed attorney to lead our Intake Department. This role goes beyond traditional management — the Intakes Attorney will establish processes, enforce KPIs, and serve as the knowledge base for intake operations. They will lead a 20+ person team (with anticipated expansion), instill a sales culture that signs retainers on the first call, and ensure exceptional client service through disciplined processes, rigorous training, and operational excellence.
Key Responsibilities
Leadership
- Lead, mentor, and manage intake specialists and team leads
- Develop and enforce KPIs around:
- Retainer sign-on-first-call rates
- Missed call minimization
- Qualified lead conversion
- Call quality and SOP compliance
- Ensure Team Leads conduct weekly 1:1s with intake specialists and monitor calls for quality; oversee effectiveness or implement AI QA tools
- Coordinate and deliver bi-weekly sales training for intake staff on persuasion, empathy, objection handling, and retainer conversion
Technology
- Optimize Salesforce/Litify, telephony, call routing, and AI QA solutions for intake efficiency
- Monitor marketing lead sources and intake data to identify trends and ROI
- Produce weekly/monthly reports on KPIs, performance, and source conversion
Client Experience
- Maintain high client service standards — ensuring every caller experiences empathy, professionalism, and trust
- Handle escalated calls and ensure legal sufficiency in case qualification
- Regularly audit intake scripts, retainers, and processes for compliance and accuracy
Cross-Department Leadership
- Work closely with Marketing to optimize lead quality and conversion
- Coordinate with Attorneys and Case Managers for smooth client onboarding and expectations
- Provide intake performance updates and strategic recommendations to firm leadership
Workforce Management
- Oversee staffing, scheduling, and coverage to ensure minimal missed calls, including weekends/after-hours
- Partner with HR to recruit, onboard, and retain top intake talent
- Develop a scalable intake training and onboarding program
Qualifications
- Juris Doctor (JD) and active license to practice law in California
- 3+ years of personal injury or plaintiff-side litigation experience (preferred)
- Appetite to lead high-volume teams (20+ staff)
- Excellent communication, empathy, and client service skills
- Ability to foster a sales-driven culture in a legal setting
Why Join Us
- Shape and scale the intake engine of a rapidly growing law firm
- Competitive compensation, benefits, and advancement opportunities
Why Levin & Nalbandyan:
- Competitive salary with bonus potential
- Comprehensive benefits including health, dental, vision, and 401(k)
- Paid holidays, vacation, and sick time
- Supportive team culture and opportunities for long-term career growth
- Centrally located Los Angeles office with a flexible hybrid schedule
Life at Levin & Nalbandyan:
- Modern office space
- Opportunities for professional growth and development
- Casual work attire
- Relaxed atmosphere
- Supportive and inclusive workplace culture
- Goal-oriented environment with performance incentives
- Flexible working hours
- Safe work environment
- Lively atmosphere
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
- Data reimbursement
- Optional Life insurance
- Paid time off