Director of Intake

Do you have the strategic vision to redefine client intake processes and elevate team performance?

Can you lead and develop a global intake team with empathy and innovation?

Are you ready to transform the client experience at a leading personal injury firm?

Will you take charge of implementing KPIs and incentive structures that drive success?

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At Chicago Collision Attorneys, we pride ourselves on being Chicago's trusted personal injury firm, dedicated to advocating for our clients' rights with integrity and persistence. Our seasoned team has recovered millions for clients facing a range of personal injuries. Our focus on car accidents, wrongful deaths, and catastrophic injuries ensures that clients receive the expertise and personal care they deserve.

Our firm operates from its River North, Chicago location, with a diverse and collaborative team. We have integrated domestic and international talent, reflecting our commitment to inclusivity and innovation. Our attorneys are at the Daley Center daily, fighting tirelessly to ensure that each client's voice is heard and that justice is served. We intentionally limit caseloads across our entire team to ensure personalized attention and exceptional advocacy for every client.

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.

• →Team Leadership: Guide and develop a three-member global intake team, fostering strong connections and efficient workflow.
• →Process Standardization: Implement standardized scripts and processes for consistent client communication and improved client experiences.
• →KPI Development & Reporting: Establish, implement, and track meaningful intake KPIs, build dashboards and recurring reports, and translate performance data into actionable insights for leadership.
• →Hands-On Intake: 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.
• →Client Experience Enhancement: 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.
• →Lead Conversion Improvement: Improve prioritization, follow-up, and conversion of organic and referral-based leads by standardizing questions, workflows, and follow-up expectations.
• →Call Quality Assurance: Oversee call quality through regular reviews and a structured scorecard system to maintain high standards.
• →Automation Collaboration: Work with in-house developers to maximize efficiency with automated processes and lead scoring systems.
• →Operational Projects: Take ownership of select cross-functional operational initiatives, including vendor research, administrative process improvement, and other strategic projects as the role expands.
• →Incentive Program Design: Create a motivational structure that rewards performance, aligns with KPIs, and addresses team preferences.

• Leadership Experience: 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.
• Industry Background: Legal experience is not required. Candidates from other high-volume intake, client service, medical, or similar environments are encouraged to apply.
• Strategic Skills: Demonstrated ability to develop and implement KPIs, improve process efficiency, and coach team members.
• Tech-Savvy: 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.
• Empathy and Communication: High emotional intelligence with strong communication skills to manage client interactions and team dynamics.
• Problem-Solving Ability: Strong critical thinking skills to identify and address process inefficiencies independently.
• Global Team Leadership: Comfortable leading and developing an international team; prior experience managing offshore or global employees is a plus.
• Location Requirement: This is a full-time, onsite role based in River North, Chicago.

• High Impact Role: Lead a key function that drives the firm's client engagement and operational success.
• Growth Opportunities: Potential to advance into broader operational leadership roles as you demonstrate impact and build trust.
• Autonomy and Innovation: Freedom to introduce new approaches, partner with leadership, and directly influence firm strategy.
• Collaborative Culture: Join a team that values compassion, empathy, and innovation, creating meaningful contributions to client advocacy.