Client Intake Director: Growth & Experience Leader

Stange Law Firm; Creve Coeur, Northern (MO, KY); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus opportunities

401(k)

Company Matching 401(k)

Roth IRA option

Health Insurance (employer paid)

Health Savings Account (HSA) options

Dental Insurance

Vision Insurance

Paid Vacation

Paid Sick Days

Personal Days

Paid Holidays

Work-From-Home Days

Birthday off

Company-provided laptop

Job summary

Stange Law Firm, PC is seeking a dynamic Client Intake Director to lead the Client Intake Department from the St. Louis-area headquarters in Creve Coeur. The role focuses on customer service, data analysis, and operational excellence to maximize client retention and support rapid firm growth.

Responsibilities include leading the intake team, managing conflicts, coordinating consultations, and analyzing retention. Strong leadership, communication, and analytical skills are essential.

Qualifications

• Bachelor's degree in Business, Communications, Legal Studies, Management, or related field preferred.
• Prior leadership or supervisory experience preferred.
• Strong customer service and relationship management skills.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and organizational abilities.
• High level of attention to detail.
• Proficiency with Microsoft Office and other business software.
• Typing speed of approximately 45 WPM or higher.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent attendance and professionalism.
• Law firm, legal operations, intake, sales, or client service experience is preferred.

Responsibilities

• Lead and manage the Firm's Client Intake Department.
• Communicate with prospective clients by phone, email, and online chat to provide outstanding customer service and maximize client retention.
• Ensure all prospective client inquiries are handled promptly and professionally.
• Follow up with prospective clients who do not retain the firm after their initial consultation.
• Oversee the Firm's conflicts process, ensuring all information is accurately entered into NetSuite, CaseFox, and other firm software.
• Prepare and distribute daily conflict reports for attorney consultations.
• Analyze retention rates for the firm, individual offices, and attorneys, and provide recommendations for improvement.
• Coordinate and schedule consultations for attorneys throughout the firm.
• Ensure appointment confirmations, directions, and consultation materials are provided to prospective clients.
• Coordinate conflict checks prior to every consultation.
• Prepare and distribute weekly case division and retention reports.
• Recommend and implement improvements to the firm's client intake and retention processes.
• Work closely with the Managing Partner, Partners, Director of Administration, and other firm leadership regarding client intake strategy and operational initiatives.
• Attend management and operations meetings.
• Supervise the Assistant Client Intake Director and other Client Intake personnel.
• Ensure compliance with Firm policies and procedures.
• Participate with firm leadership and Human Resources on personnel matters when needed.
• Assist with special projects and perform other duties as assigned.

Skills

Leadership

Customer service

Communication

Analytical

Organizational skills

Attention to detail

Multitasking

MS Office

Typing 45 WPM

Education

Bachelor's degree preferred

Tools

NetSuite

CaseFox

Firm software

Job description

Stange Law Firm, PC is seeking a dynamic Client Intake Director to lead the Client Intake Department from the St. Louis-area headquarters in Creve Coeur. The role focuses on customer service, data analysis, and operational excellence to maximize client retention and support rapid firm growth.

Responsibilities include leading the intake team, managing conflicts, coordinating consultations, and analyzing retention. Strong leadership, communication, and analytical skills are essential.