Call Center Representative (Lead Qualification Specialist)

Torticity; Boca Raton (FL); On-site; USD 34,440 - 41,328; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

401k

Employee Assistance Program

Holiday Pay with 11 holidays

Flexible PTO

Discretionary Time Off

Job summary

Torticity in Boca Raton, FL, is seeking a Lead Qualification Specialist to be the first point of contact for prospective clients, delivering compassionate, professional support during sensitive situations. The role involves guiding the intake process, gathering information, and documenting details in CRM systems.

You will collaborate with intake, case management, and operations teams, ensuring timely follow-up and a smooth handoff of qualified cases into the legal support workflow.

Qualifications

• 2+ years in client intake, customer support, or high-touch, client-facing roles.
• Excellent phone communication and empathy to build trust with clients.
• Ability to de-escalate emotional situations with professionalism.
• Strong attention to detail in documentation and data entry.
• Experience using CRM or case-management systems.

Responsibilities

• Serve as the first point of contact for prospective clients during intake.
• Assess eligibility by gathering accurate information and documenting details in CRM.
• Maintain timely follow-up and clear communication with clients throughout the intake journey.
• Coordinate handoffs with intake, case management, and operations teams.

Skills

Communication skills

Active listening

Emotional intelligence

CRM experience

Case coordination

Multitasking

Tools

CRM software

Job description

Founded six years ago and based in Boca Raton, Florida, Torticity is a B2B2C lit-tech company that does case workup for plaintiff law firms - helping them advocate for claimants seeking justice across mass tort, personal injury, sexual assault, and natural disaster cases.

Our proprietary tech boosts efficiency and sets new industry standards. We're an AI-native team investing heavily in what comes next. Today, we offer comprehensive, end-to-end solutions that help law firms navigate complex pre-litigation/litigation effortlessly.

We blend innovation with justice, turn challenges into opportunities, and build the future of legal excellence every day. Join us and be part of something extraordinary!

The Role

The Lead Qualification Specialist serves as the first point of contact for prospective clients, delivering compassionate, professional, and responsive support during highly sensitive situations. It requires quickly building trust through strong phone communication, active listening, and empathetic engagement while guiding individuals through the intake process.

The position assesses case eligibility by gathering accurate information, asking thoughtful questions, and documenting details clearly within CRM systems. It maintains timely follow-up and consistent communication to ensure prospective clients feel supported and informed throughout their journey. The role also collaborates closely with intake, case management, and operations teams to ensure seamless handoff of qualified cases into the legal support process.

You’re Excited About This Opportunity Because You Will…

• Serve as the first point of contact for prospective clients, providing compassionate, professional, and responsive support during sensitive and often difficult situations.
• Build trust quickly through strong phone communication, active listening, and empathetic engagement while guiding individuals through the intake process.
• Assess potential case eligibility by gathering accurate information, asking thoughtful questions, and documenting details clearly within CRM systems.
• Maintain timely follow-up and consistent communication with prospective clients to ensure they feel supported, informed, and connected throughout the intake journey.
• Partner closely with intake, case management, and operations teams to ensure a smooth and seamless transition of qualified cases into the legal support process.

We’re Excited About You Because You Have…

• 2+ years of experience in client intake, customer support, case coordination, or another high-touch, client-facing role — ideally in legal services, healthcare, social services, or another sensitive-case environment.
• Exceptional communication skills, especially over the phone, with the ability to build trust quickly, de-escalate emotional situations, and engage with empathy and professionalism.
• Strong active-listening abilities and the judgment to ask thoughtful, clarifying questions to accurately assess case eligibility.
• High level of emotional intelligence, with the ability to support individuals navigating difficult or sensitive circumstances.
• Experience working with CRM or case-management systems, with strong attention to detail in documentation and data accuracy.
• Reliable follow-through and organizational skills, ensuring timely callbacks, consistent communication, and smooth progression through the intake journey.
• Ability to manage multiple conversations and priorities in a fast-paced environment while maintaining quality and responsiveness.
• Collaborative mindset, with experience partnering cross-functionally (intake, case management, operations) to ensure seamless handoffs and a unified client experience.
• Comfort with structured workflows and willingness to follow established processes while also identifying opportunities for improvement.
• Professionalism, discretion, and ethical judgment.
• Full-time position
• Some evening or weekend flexibility may be required based on client needs

Compensation and Benefits

Salary Range: $25-$30 USD per hour

• Medical, dental, vision, and health insurance coverage
• Life insurance and short/long-term disability insurance
• Flexible Spending Accounts
• Comprehensive support for every unique path to parenthood
• 401k plan
• Employee Assistance Program
• Holiday Pay, including 11 paid holidays
• Flexible PTO and Discretionary Time Off for balance and personal needs

We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.