Client Intake Director: Growth & Operations Leader

Stange Law Firm; St. Louis (MO); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Performance bonus opportunities

401(k)

Employer-paid health insurance (high %

Health Savings Account (HSA)

Dental Insurance

Vision Insurance

Paid Vacation

Paid Sick Days

Personal Days

Holidays

Work-from-home days

Laptop provided

Job summary

Stange Law Firm, PC seeks a dynamic Client Intake Director to lead the Client Intake Department from our St. Louis-area headquarters in Creve Coeur, Missouri. The role focuses on delivering exceptional client experiences, supervising intake staff, and driving retention and growth across multiple offices.

The position requires strong leadership, customer service, data analysis, and operational management skills, with opportunities for advancement and a competitive benefits package.

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.
• 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.

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, 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

Team management

Data analysis

Operations management

Communication

Attention to detail

Typing 45 WPM

Multitasking

Education

Bachelor's degree in relevant field

Tools

Microsoft Office

NetSuite

CaseFox

Job description

Stange Law Firm, PC seeks a dynamic Client Intake Director to lead the Client Intake Department from our St. Louis-area headquarters in Creve Coeur, Missouri. The role focuses on delivering exceptional client experiences, supervising intake staff, and driving retention and growth across multiple offices.

The position requires strong leadership, customer service, data analysis, and operational management skills, with opportunities for advancement and a competitive benefits package.