Legal Intake Specialist – Personal Injury

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

📋 Description

• Address incoming inquiries through phone, web forms, and chat in real-time, delivering prompt and attentive support to individuals seeking legal assistance following an injury.

• Conduct brief (5–8 minute), empathetic discovery calls to collect and evaluate critical case details such as incident specifics, injuries, liability, and insurance status.

• Utilize proprietary scripts and rigorous qualification criteria to swiftly assess whether a case aligns with partner legal teams.

• Employ an assumptive, sales-oriented approach to execute live warm transfers to our partner legal teams or arrange timely callbacks for qualified leads.

• Precisely document all caller information, case details, and outcomes in Salesforce, ensuring data accuracy and thoroughness.

• Oversee follow-ups for pending leads, keeping an organized pipeline and re-engaging prospects who were not ready to proceed during the initial contact.

⛳️ Requirements

• Proficient English communication skills (C1 level), both spoken and written.

• Fully bilingual, fluent in both English and Spanish.

• Minimum of 1 year of experience in a high-volume call center, customer service, or medical/legal office environment.

• Outstanding verbal communication skills, capable of mirroring a caller’s tone, showing empathy, and establishing rapport rapidly.

• Sales-oriented mindset focused on educating callers and encouraging them to take action regarding their personal injury matters.

• Tech-savvy and able to type at least 45 WPM while conversing with callers and managing multiple software platforms concurrently.

• Capacity to work independently from a home office with stable, high-speed internet and a quiet, professional work environment.

• Must possess a laptop or desktop computer with a minimum of 8GB RAM and an Intel Core i5 processor or higher.

• Must have a reliable internet connection with a minimum speed of 25 Mbps.

• Availability to work during U.S. business hours.

• Willingness to utilize time-tracking software.

🏝️ Benefits

• 6 paid time-off (PTO) days each year.

• Chance to collaborate closely with leadership and legal professionals in a growing, modern law firm.

• 100% remote work environment.