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

📋 Description

• Respond to incoming calls and efficiently return calls to new leads, giving priority to urgent and website inquiries.

• Engage in conversations to understand each potential client's circumstances and assess if the firm can provide assistance.

• Clarify consultation fees and arrange meetings with attorneys.

• Address urgent matters related to recent arrests, warrants, and detentions.

• Discuss applicable retainer fees and process payments over the phone as necessary.

• Maintain accurate lead information, call notes, and follow-up tasks in the CRM system.

• Refer or redirect issues that the firm is unable to handle.

• Direct calls from current clients, courts, and internal teams to the appropriate individuals.

• Assist with intake through various channels including phone, web, text, and other assigned methods.

• Adhere to intake protocols while exercising sound judgment during sensitive discussions.

⛳️ Requirements

• Previous experience in intake, call center operations, sales, or customer service roles.

• Excellent phone communication skills with the capability to listen, build rapport, and maintain focused conversations.

• Good judgment and confidence in applying eligibility and fee guidelines.

• Ability to use multiple systems simultaneously while conversing with a caller and accurately taking notes.

• Discretion in handling confidential or sensitive information.

• Availability for rotating shifts, including early mornings, evenings, weekends, and holidays.

• Proficient in professional English communication.

• Bilingual fluency in English and Spanish, or another language commonly spoken by clients.

• Experience in closing transactions or collecting payments over the phone.

• Familiarity with Lawmatics, Clio, Dialpad, or Slack.

• Prior experience in a law firm or legal intake team.

🏝️ Benefits

• Competitive salary (USD).

• Work from home opportunity.

• Flexible working hours.