The Position

Phillips & Associates seeks an Intake Call Center Manager to join the team in our downtown Manhattan office, located at 45 Broadway. This position supports the firm’s efforts prosecuting civil claims alleging sexual harassment, discrimination, and wage theft through providing coaching and continuous improvement in a call center environment. This position is an in-person role with a schedule consisting of being in the office Monday through Friday from 9a-6pm.

The Firm

Phillips & Associates has established itself as the go-to law firm in New York for victims of sexual harassment and discrimination. Most recently, Phillips & Associates was selected as one of the “10 Best Employment & Labor Law Firms” in New York” by the American Institute of Legal Counsel. Additionally, many of our attorneys have achieved “best of” status in employment law. We only represent plaintiffs, not employers or management.

Phillips & Associates is an equal opportunity employer. We value a diverse workforce and an inclusive culture. Phillips & Associates encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, and veteran status.

General Responsibilities – Intake Department 

• Handle a large number of incoming leads (via phone, email, text, etc.)
• Follow up with potential clients and attorneys via phone and email
• Handle phone calls in a professional and friendly manner
• Collect and input potential client’s information into database
• Ask for facts from potential clients and send to attorneys for evaluation
• Assist attorneys in scheduling appointments with potential clients
• Send e-retainers to potential clients using Assure Sign
• Provide outstanding customer service and support
• General administrative support

Leadership Responsibilities

• Analyze all call tracking sources to provide insight on leads (Answer Connect, Call Rail, Advertising Websites)
• Provide feedback to members of the intake department regarding client interactions and lead follow up
• Develop systems of organization for lead follow up 
• Create a seamless, positive experience for potential clients contacting the firm
• Work with Operations Manager to approve requests and create schedules for daily intake coverage 

Qualifications

• Bachelor’s degree
• Proficient in Dropbox and Microsoft Office, including Word, Excel, PowerPoint, One Drive, and OneNote
• Exceptional interpersonal and communication skills
• Customer relations/services experience
• Ability to coach and mentor intake specialists and provide continuous follow up of processes, and routines
• Goal oriented and driven for achieve results 
• Supervisory experience 

Location:

• 45 Broadway, New York, NY 10006 

Schedule:

• 9a-6p Monday through Friday

Work authorization:

• United States (Required)