Customer Service Representative

Pond Lehocky Giordano Inc.; Albuquerque (NM); Hybrid; USD 54,000 - 66,000; Full time

Job summary

Pond Lehocky Giordano Inc. in Albuquerque is seeking an organized Legal Intake Specialist who speaks Spanish to be the first point of contact for potential clients. You will gather information, handle a high volume of calls, and guide clients through the initial intake process in a collaborative, fast-paced environment.

The role offers hybrid work with in-office days in Albuquerque and compensation up to $60,000 annually based on experience; prior call center experience is highly valued.

Qualifications

• Prior call center, customer service, intake, or other high-volume phone experience required.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Highly organized with strong attention to detail.
• Ability to work in a hybrid capacity and commute to the Albuquerque office is strongly preferred.

Responsibilities

• Handle a high volume of inbound and outbound calls.
• Serve as a professional and compassionate first point of contact for potential clients.
• Gather and document relevant client and case information.
• Conduct initial screenings and ensure all required information is collected accurately.
• Follow up with potential clients and maintain consistent communication throughout the intake process.
• Enter and update information in the firm’s CRM and case management systems.
• Work closely with attorneys and legal staff to ensure qualified matters are routed appropriately.
• Maintain accurate records while meeting productivity and quality expectations.

Skills

Call center experience

Communication skills

Organizational skills

Tools

CRM systems

Job description

Legal Intake Specialist (Spanish Speaking)

Type: Full-Time

Schedule: Hybrid preferred

Compensation: Up to $60,000 annually

About the Role:

We are seeking a personable and organized Legal Intake Specialist to join our team in Albuquerque. This role will serve as an important first point of contact for potential clients, gathering information, handling a high volume of inbound and outbound calls, and helping guide individuals through the initial intake process.

The ideal candidate has strong call center or high-volume phone experience, excellent communication skills, and is comfortable working in a fast-paced environment. Candidates who are able to work in a hybrid capacity and come into the Albuquerque office as needed are strongly preferred.

Responsibilities:

• Handle a high volume of inbound and outbound calls.
• Serve as a professional and compassionate first point of contact for potential clients.
• Gather and document relevant client and case information.
• Conduct initial screenings and ensure all required information is collected accurately.
• Follow up with potential clients and maintain consistent communication throughout the intake process.
• Enter and update information in the firm’s CRM and case management systems.
• Work closely with attorneys and legal staff to ensure qualified matters are routed appropriately.
• Maintain accurate records while meeting productivity and quality expectations.

Qualifications:

• Prior call center, customer service, intake, or other high-volume phone experience required.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Highly organized with strong attention to detail.
• Comfortable managing multiple conversations and tasks in a fast-paced environment.
• Experience in a legal, healthcare, insurance, or similar environment is a plus.
• Ability to work in a hybrid capacity and commute to the Albuquerque office is strongly preferred.

Compensation: Up to $60,000 annually, based on experience.