Director of Client Intake & Experience

Crisp Recruit; Chicago (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Four weeks of PTO

Six holidays first year

401(k) with 3% employer match

Healthcare stipend

Job summary

Chicago Collision Attorneys in Chicago’s River North district seeks a Director of Intake to reshape client interactions, standardize processes, and drive elevated client advocacy. You will lead a three-person global team, design KPIs, and partner with engineering to enhance automation.

This role combines hands-on intake with strategic leadership in a fast-paced personal injury practice. You will implement standardized scripts, optimize conversions, and deliver superior client experiences while

Qualifications

• 3–5 years in intake or high-volume client service with people leadership experience.
• Candidates from legal not required; other high-volume sectors welcome.
• Ability to develop and implement KPIs, improve processes, coach team.
• Experience with CRM and phone systems, data interpretation, reporting.

Responsibilities

• Lead and develop a three-member global intake team.
• Standardize scripts and processes for consistent client communication.
• Develop and track intake KPIs; build dashboards and reports.
• Handle intake calls daily and optimize scripts, follow-up and conversion.
• Design an enhanced client onboarding experience from first contact.
• Improve lead prioritization, follow-up, and conversion workflows.
• Oversee call quality with regular reviews and scorecards.
• Collaborate with in-house developers to automate processes and scoring.
• Own cross-functional operational projects and vendor research.

Skills

Leadership Experience

Strategic Skills

Tech-Savvy

Empathy & Communication

Problem Solving

Global Team Leadership

Tools

Filevine

RingCentral

Job description

Chicago Collision Attorneys in Chicago’s River North district seeks a Director of Intake to reshape client interactions, standardize processes, and drive elevated client advocacy. You will lead a three-person global team, design KPIs, and partner with engineering to enhance automation.

This role combines hands-on intake with strategic leadership in a fast-paced personal injury practice. You will implement standardized scripts, optimize conversions, and deliver superior client experiences while