National Intake & Client Relations Manager

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.

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.

• 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

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

• 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…