Legal Case Manager

Job description:

Legal Case Manager - Lemon Law

We are a fast-growing plaintiff-side Lemon Law firm seeking a highly motivated Legal Case Manager to manage a high volume of pre-litigation matters. This is a critical, client-facing role focused on delivering an excellent client experience while serving as the primary point of contact for our clients.

In this role, you will communicate directly with clients to gather critical information and documentation necessary to evaluate and advance their cases. You will serve as the liaison between clients and attorneys, respond to client inquiries, and ensure each matter progresses efficiently. Given the high volume of cases, this role requires strong organization, responsiveness, and the ability to manage multiple matters simultaneously.

Key Responsibilities

• Serve as the primary point of contact for clients during the pre-litigation phase, providing timely, professional customer service by phone and email
• Request, review, and properly organize client records within the firm’s case management software
• Explain the Lemon Law process, timelines, and required documentation to clients, and promptly address client questions and concerns
• Proactively and diligently follow up with clients to ensure that client matters continue progressing in a timely and efficient manner
• Identify and escalate critical or time-sensitive matters to the supervising attorney for further review and action
• Assist with general incoming client calls as needed, serving as backup support to the reception and intake teams during high call volume periods.

Requirements

• Minimum of 1 year of experience in a legal intake, customer service, or call center role (law firm experience preferred)
• Fluency in Spanish is required
• Familiarity of Lemon Law or consumer protection law is a plus
• Strong interpersonal and customer service skills, and the ability to build rapport with potential clients
• Detail-oriented with the ability to accurately document client information