Director of Intake

Crisp Recruit • Chicago, IL

11d • Onsite

About The Position

The Director of Intake at Chicago Collision Attorneys will be pivotal in reshaping the way our firm manages client interactions from the first point of contact. This role is not just about overseeing day-to-day operations but about strategically leading the intake team to streamline processes, enhance client experience, and support our firm's mission of delivering outstanding legal service. The Director will play a crucial role in increasing lead conversion, standardizing procedures, and implementing innovative solutions to drive client advocacy and satisfaction.

Requirements

• Approximately 3 to 5 years of experience in intake or another high-volume client service environment, with demonstrated people management, coaching, or team leadership experience.
• Candidates from other high-volume intake, client service, medical, or similar environments are encouraged to apply.
• Demonstrated ability to develop and implement KPIs, improve process efficiency, and coach team members.
• Comfortable using CRM and phone systems such as Filevine and RingCentral, reviewing intake calls, interpreting data, and partnering with internal engineering resources to improve automation and reporting.
• High emotional intelligence with strong communication skills to manage client interactions and team dynamics.
• Strong critical thinking skills to identify and address process inefficiencies independently.
• Comfortable leading and developing an international team; prior experience managing offshore or global employees is a plus.

Nice To Haves

• Legal experience is not required.

Responsibilities

• Guide and develop a three-member global intake team, fostering strong connections and efficient workflow.
• Implement standardized scripts and processes for consistent client communication and improved client experiences.
• Establish, implement, and track meaningful intake KPIs, build dashboards and recurring reports, and translate performance data into actionable insights for leadership.
• Personally handle intake calls daily, support mid-level problem calls, stay close to the client experience, and identify opportunities to improve scripts, follow-up, and conversion.
• Design and refine the intake and onboarding experience so new clients feel reassured, supported, and confident they made the right decision from the first call forward.
• Improve prioritization, follow-up, and conversion of organic and referral-based leads by standardizing questions, workflows, and follow-up expectations.
• Oversee call quality through regular reviews and a structured scorecard system to maintain high standards.
• Work with in-house developers to maximize efficiency with automated processes and lead scoring systems.
• Take ownership of select cross-functional operational initiatives, including vendor research, administrative process improvement, and other strategic projects as the role expands.
• Create a motivational structure that rewards performance, aligns with KPIs, and addresses team preferences.

Benefits

• Four weeks of paid time off annually plus six holidays during the first year.
• Participate in a 401(k) plan with a 3% employer match for future security.
• A healthcare stipend or similar reimbursement arrangement will be discussed during the interview process.
• Standard hours are approximately 8:00 AM to 4:00 PM, with reasonable flexibility around start and end times based on business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed