Call Center Agent, Legal Intake Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Professionally manage and respond to incoming calls from both prospective and existing clients

• Handle an average of 20–30 inbound calls daily while maintaining focus throughout the shift

• Act as the initial point of contact for callers

• Utilize approved scripts and intake procedures, exercising judgment in non-standard situations

• Follow up on leads generated from the web, missed calls, messages, and inquiries from prospective clients

• Conduct persistent follow-ups until the appropriate next step is taken

• Keep accurate records of follow-up attempts, outcomes, and future actions

• Perform initial screenings of callers using structured legal intake scripts

• Collect relevant facts, dates, circumstances, contact details, and other necessary intake information

• Determine the general nature and urgency of inquiries

• Escalate or transfer issues when necessary

• Input caller information, intake details, key dates, claim or matter information, and follow-up notes into designated systems

• Navigate CRM/database platforms and call management systems, as well as utilize softphone technology

• Direct qualified prospective clients, existing clients, urgent matters, and other inquiries to the appropriate team members or referral resources

• Communicate with empathy, patience, confidence, and professionalism

• De-escalate tense interactions with distressed or frustrated callers

• Uphold strict confidentiality regarding client, prospective-client, and business information

• Adhere to company confidentiality and data-handling protocols

⛳️ Requirements

• Exceptional spoken and written English skills

• Prior experience in call center operations, customer care, client intake, or a similar phone-intensive customer-facing position

• Strong verbal communication and active listening abilities

• High emotional intelligence with the capacity to effectively communicate with individuals in stressful or sensitive situations

• Strong organizational capabilities and keen attention to detail

• Accurate and efficient data entry skills, with a typing speed of at least 40 WPM

• Computer proficiency and the ability to navigate CRM/database systems and softphone/dialer platforms

• Capability to follow structured scripts while maintaining a natural conversation flow

• Good judgment when conversations diverge from established scripts

• Persistent and proactive attitude towards follow-ups and completing outstanding tasks

• High school diploma or equivalent qualification

• A dedicated, quiet workspace at home

• Reliable high-speed internet connection

• Noise-canceling headset suitable for professional phone communications

• Flexibility to work a schedule aligned with U.S. Eastern Time

• Bilingual proficiency in Spanish and English is advantageous but not mandatory

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment

• Ongoing training and development opportunities

• Competitive compensation and potential for growth within the organization