National Intake & Client Relations Manager

Terrance Private Investigator & Associates; Georgia; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Advancement opportunities

Multi-market travel

Firm-provided tools and systems

Job summary

Terrance Private Investigator & Associates seeks a National Intake & Client Relations Manager to own the client experience from first inquiry through case closure. You will lead intake staff across markets, set service standards, and ensure transparent communications with clients and attorneys.

Reporting to the National Investigations Director, this full-time role requires travel between markets, quick decision-making, and a commitment to confidentiality and discretion in sensitive matters.

Qualifications

• Minimum 4 years in client intake, client relations, account management, inside sales, or client-facing ops with 2 years in leadership
• Proven ability to convert inquiries into engaged clients while qualifying accurately
• Experience managing client relationships in professional services, legal, insurance, or trust-driven fields
• Ability to build and enforce intake and communication standards across a team
• Strong consultative communication skills handling distressed consumers and demanding attorneys

Responsibilities

• Own the firm's intake across markets from first contact through engagement and handoff to operations
• Respond to and manage inbound inquiries; drive speed-to-contact standard
• Conduct or oversee client consultations and qualify cases for fit, scope, and expectations
• Set, enforce, and document intake and client communication standards and scripts
• Lead, train, and develop intake and client relations staff across markets
• Coordinate handoff between clients and investigative operations
• Manage client expectations regarding scope, timeline, and costs
• Oversee engagement setup including agreements and retainers
• Serve as senior escalation point for client concerns and complaints
• Maintain client retention and satisfaction; nurture follow-up relationships
• Maintain relationships with attorney, insurance, and corporate accounts
• Track intake metrics: response time, conversions, retention; report findings
• Collaborate with marketing to align lead volume with intake capacity

Skills

Consultative communication

Client intake leadership

CRM & pipeline management

Handling distressed clients

Multi-market coordination

Professional services background

Education

Bachelor's degree in business or communications

Tools

CRM software

Case management systems

Reporting/analytics tools

Job description

About Us

Terrance Private Investigator & Associates is a leading private investigation firm serving clients nationwide. We provide professional investigative services for individuals, attorneys, businesses, and insurance professionals, specializing in infidelity investigations, criminal defense support, surveillance, background checks, asset searches, missing persons, and complex investigative assignments. Our reputation is built on integrity, discretion, professionalism, and delivering results that matter. Every investigation is handled with precision, thorough documentation, and a commitment to helping our clients get answers and uncover the truth.

As our firm continues to grow across multiple markets, we are seeking a National Intake & Client Relations Manager to own the client experience from the first phone call through the closed case. Intake is where trust is won or lost. A person calling a private investigator is often anxious, guarded, or in the middle of the worst stretch of their life, and an attorney or adjuster sizing us up is deciding in the first five minutes whether we are professional enough to trust with their file. This role owns that moment, and every client touchpoint after it, across the whole firm. If you can make people feel handled and understood while qualifying the case correctly and setting expectations honestly, we would like to hear from you.

Position Overview

This is a full-time salaried management position reporting to the National Investigations Director. The National Intake & Client Relations Manager owns the firm's intake function and client relationship experience across all markets, including lead response, consultation and qualification, engagement setup, client communication standards, retention, and the handoff between clients and investigative operations. The role leads intake staff, sets the standards the firm is measured on at first contact, and serves as the senior point of accountability for client satisfaction firm-wide. Some availability outside standard business hours is required, as prospective clients and urgent legal matters do not always arrive during business hours, and periodic travel between markets is required.

Required Qualifications & Experience

• Minimum of 4 years of experience in client intake, client relations, account management, inside sales, or client-facing operations, including 2 years in a leadership or supervisory capacity
• Demonstrated success converting inquiries into engaged clients while qualifying accurately and setting honest expectations
• Experience managing client relationships in a professional services, legal, insurance, security, or another trust-driven field
• Proven ability to build and enforce intake and communication standards across a team
• Strong consultative communication skills, able to handle a distressed consumer and a demanding attorney with equal composure
• Experience with CRM, intake, and case management systems, including pipeline tracking and reporting
• Sound judgment handling sensitive, confidential, and emotionally charged subject matter
• Working understanding of the boundaries of what a firm can promise a client, and the discipline not to overpromise
• Bachelor's degree in business, communications, or related field preferred, or equivalent demonstrated experience
• Ability to pass a background check and maintain confidentiality at all times
• Preferred: experience in a law firm, insurance, or investigative intake environment
• Preferred: bilingual, particularly Spanish

Equipment & Resources

The firm provides the tools required for the role:

• Workstation, mobile device, and full access to firm systems and the case management platform
• CRM, intake, and client communication platform access
• Reporting and analytics tools for intake, conversion, and client satisfaction metrics
• Mileage reimbursement or vehicle allowance for inter-market travel

Core Responsibilities

• Own the firm's intake function across all markets, from first contact through engagement and handoff to investigative operations
• Respond to and manage inbound inquiries promptly; own the speed-to-contact standard that determines whether a lead becomes a client
• Conduct or oversee client consultations, qualifying cases for fit, feasibility, scope, and expectation alignment
• Set and enforce firm-wide intake and client communication standards, scripts, and service levels
• Lead, train, and develop intake and client relations staff across markets
• Coordinate the handoff between clients and investigative operations so nothing is lost between the sale and the work
• Set and manage client expectations honestly regarding scope, timeline, cost, and the limits of what an investigation can deliver
• Own engagement setup, including agreements, retainers, and documentation, in coordination with operations and administration
• Serve as the senior escalation point for client concerns, complaints, and difficult conversations firm-wide
• Manage client communication cadence during active cases, ensuring clients are informed without compromising operational discretion
• Own client retention and satisfaction; build the follow-up and relationship practices that generate repeat and referral business
• Maintain and strengthen relationships with recurring attorney, insurance, and corporate accounts at the relationship-management level
• Track and report intake and client metrics: response time, consultation volume, conversion rate, engagement value, satisfaction, and retention
• Coordinate with marketing so lead volume, messaging, and intake capacity stay aligned
• Protect client confidentiality and the firm's reputation in every client interaction
• Represent Terrance Private Investigator & Associates professionally in all client and referral relationships

Client Segments & Focus Areas

The role owns intake and relationship management across every audience the firm serves:

• Individual and consumer clients
• Infidelity and family matters
• Child custody clients
• Attorney and law firm accounts
• Criminal defense counsel
• Insurance carriers and TPAs
• SIU and claims clients
• Corporate and business clients
• Missing person and family matters
• Recurring and referral accounts
• Rush and urgent engagements

Required Skills & Attributes

• Exceptional consultative communication, the ability to make a caller feel heard while still qualifying the case correctly
• Emotional steadiness and empathy handling clients in distress, alongside the polish to earn a skeptical attorney's confidence
• Honest expectation-setting; you would rather decline a bad-fit case than sell a client something the firm cannot deliver
• Ability to build, document, and enforce intake and service standards across a team and multiple markets
• Command of CRM and pipeline management; you run intake by metrics, not by memory
• Strong analytical sense for conversion, response time, and retention data
• Excellent written and verbal communication across formal legal and sensitive consumer contexts
• Discretion and judgment handling confidential and emotionally charged information
• Ability to lead and develop a team to a consistent standard
• Sound prioritization across concurrent inquiries, clients, and markets
• High level of integrity and professionalism; you are the first impression of the firm
• Composure under pressure with distressed, hostile, or high-stakes clients
• Reliable, dependable, and responsive in all communications
• Self-motivated with a strong work ethic and ownership of the client experience firm-wide

Physical Requirements

• Ability to perform sustained focused screen, phone, and computer work for extended periods
• Ability to travel between markets, including occasional evening or weekend client and referral engagements
• Ability to drive for extended periods during inter-market travel
• Ability to occasionally lift and carry materials or equipment weighing up to 25 pounds
• Valid driver's license with a clean driving record and reliable transportation

What We Offer

• Ownership of the entire client experience, the function that determines whether the firm's growth actually converts and retains
• Competitive salary based on experience, plus performance incentive tied to conversion, retention, and client satisfaction
• Direct reporting to the National Investigations Director and real influence on how the firm engages clients
• Established client base and referral relationships to build on rather than start from zero
• The mandate and resources to build the intake operation a firm this size should have
• Firm-provided systems, tools, and administrative support
• Advancement track within a growing multi-market firm
• A professional environment where the client experience is treated as core to the business, not an afterthought

Compensation Structure

Compensation includes a competitive base salary commensurate with client relations and intake leadership experience and scope, plus performance incentive tied to conversion, client retention, and satisfaction metrics. Total compensation is discussed during the interview process. Mileage reimbursement or vehicle allowance is provided for inter-market travel.

Standards & Professional Conduct

The National Intake & Client Relations Manager is the first and most sustained point of contact between the firm and its clients, and is expected to maintain the highest standards of professionalism, honesty, and discretion. This includes strict protection of client confidentiality from the first inquiry forward, truthful representation of the firm's services and the limits of what an investigation can deliver, compliance with applicable advertising, solicitation, and consumer protection requirements, and adherence to company confidentiality and data security protocols and our professional code of ethics. The Manager must never promise a client an outcome the firm cannot ethically or lawfully deliver, never disclose one client's information to another, and must elevate any request, expectation, or engagement that would raise a legal, ethical, or confidentiality concern before the firm commits to it.

Equal Opportunity

Terrance Private Investigator & Associates is committed to creating a diverse and inclusive team. We welcome applications from qualified candidates of all backgrounds. All applicants will be considered based on qualifications, experience, and professional merit.