Remote Intake & Engagement Specialist (Legal)

Intake Solutions of America, Llc; United States; Remote; USD 32,000 - 48,000; Full time

Benefits offered by this job

Inclusive environment

Team-driven culture

Competitive pay

Comprehensive training

Medical plan options

Vision Plan Option

Dental Plan Option

Remote work

401k plan with employer match

Employee assistance program

Holiday schedule

Job summary

Intake Solutions of America, Llc is seeking compassionate Customer Engagement Specialists to be the first point of contact for individuals seeking legal help. This remote role handles inbound calls, gathers essential information, and delivers exceptional service in a fast-paced contact center environment.

Join a team with inclusive culture, extensive training, and benefits. North Carolina residents are welcome; new hire training occurs in Wilmington, NC.

Qualifications

• High school diploma or equivalent.
• 1+ years of customer service or call center experience.
• Excellent verbal and written communication.
• Proficiency with computers and navigating multiple systems.
• Reliable high-speed internet and quiet home workspace.
• Willing to work evenings and weekends.
• North Carolina residents only.

Responsibilities

• Answer inbound calls promptly and professionally, demonstrating empathy and active listening skills.
• Conduct intake interviews to gather detailed information about potential personal injury cases, including accident details, injuries, and client circumstances.
• Accurately document all client information in the ISA system, ensuring completeness and attention to detail for case evaluation.
• Qualifies leads based on established criteria and determine appropriate next steps for each caller.
• Communicate clearly with clients about the process, set appropriate expectations, and answer basic questions about services.
• Manage multiple systems simultaneously while maintaining conversation quality and building rapport with callers.
• Meet or exceed performance metrics including call quality scores, conversion rates, productivity standards, and client satisfaction targets.
• Follow scripts and compliance guidelines while adapting communication style to each client's unique situation.
• Maintain client confidentiality.
• Escalate complex situations or calls requiring additional support to Leadership per operational procedure.
• Participate in ongoing training and coaching sessions to continuously improve skills and knowledge.

Skills

Active listening

Empathy

Verbal communication

Written communication

Computer proficiency

Data entry

Remote work

Shift flexibility

Bilingual EN/ES

Education

High school diploma or equivalent

Tools

ISA system

Job description

Intake Solutions of America, Llc is seeking compassionate Customer Engagement Specialists to be the first point of contact for individuals seeking legal help. This remote role handles inbound calls, gathers essential information, and delivers exceptional service in a fast-paced contact center environment.

Join a team with inclusive culture, extensive training, and benefits. North Carolina residents are welcome; new hire training occurs in Wilmington, NC.