Bilingual Senior Intake Specialist
About The Position
The Intake Specialist is the first point of contact for people seeking legal assistance and plays a key role in determining whether a potential case merits the firm’s help. The specialist gathers information about the caller’s injury and situation, assesses case viability against the partner firm’s qualifications, and uses sales and customer-service skills to build rapport and explain the value the firm offers. Success is measured by converting qualified prospective clients into retained clients, with a stated goal of converting 95% of qualified leads. The role also includes following up with callers, maintaining accurate case and interaction records, and referring non-personal-injury cases to partner law firms. Specialists receive ongoing guided and self-directed training. All leads have requested contact or called the firm; there is no cold calling. The role is fully remote, with an assigned 40-hour shift that may include evenings, weekends, and holidays. The call center is open 24/7. Compensation is $20.00–$25.00 per hour plus a bonus incentive of $1,000 or more per month based on sign-ups.
Requirements
- Sales experience is required.
- Fluency in English and Spanish is required.
- Excellent verbal communication skills for frequent phone conversations with prospective clients.
- Empathetic, caring, and persuasive communication skills.
- Ability to handle and defuse potential conflicts with callers while maintaining a professional demeanor.
- Active listening skills and the ability to comprehend information and respond thoughtfully.
- Excellent time-management skills to handle responsibilities efficiently without compromising service quality.
- Openness to constructive feedback and adaptability to change.
Nice To Haves
- Personal injury experience is preferred.
- Experience with Salesforce or a similar CRM is a plus.
Responsibilities
- Serve as the first point of contact for leads seeking legal assistance through the firm’s communication channels.
- Evaluate potential case viability using information gathered and the qualifications of the partner firm.
- Make a positive and lasting impression on clients and prospective clients.
- Follow up with callers consistently and respectfully.
- Maintain accurate, organized records of client interactions, case details, and related documents in case-management systems or databases.
- Refer clients with non-personal-injury cases to partner law firms.
- Use sales skills to build rapport, explain the firm’s value, and convert qualified leads into retained clients, with a stated goal of 95% conversion.
- Participate in ongoing guided and self-directed training on procedures, terminology, and client-interaction best practices.
Benefits
- Medical, dental, vision, and pet insurance.
- 401(k) with company match.
- Company-paid life insurance and AD&D coverage; voluntary life insurance.
- Short-term and long-term disability.
- Employee assistance and travel assistance programs.
- Paid time off, paid sick time, and paid holidays.
- Health FSA and dependent care FSA.
- Accident insurance.
- Commuter transportation incentive.
- Cell phone and internet stipend.
- Fully paid parking.
- Learning and development programs.
- Bonus incentive of $1,000 or more per month based on sign-ups.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
