Bilingual Senior Intake Specialist

Overview

This role involves speaking directly with people who reach out for legal help and guiding them through the intake process. You will assess potential cases, provide a supportive first impression, and use sales and customer service skills to convert qualified leads into signed and retained clients.

Responsibilities

• Serve as the first point of contact for leads seeking legal assistance through phone and other communication channels (no cold calling; leads have asked to be contacted or are calling in).
• Gather information to evaluate potential case viability based on provided details and qualifications.
• Follow up with callers consistently, respectfully, and professionally.
• Maintain accurate, organized records of client interactions and case details, including input into case management systems or databases.
• Refer clients with non-personal injury cases to partner law firms.
• Convert qualified prospective clients into retained clients; success is measured by your ability to convert 95% of qualified prospective clients into retained clients.
• Participate in continuous guided and self-directed training to stay current on procedures, terminology, and best practices.

Requirements

• Sales experience required.
• Bilingual in English / Spanish (Spanish fluency required).
• Excellent verbal communication skills (most of the role is spent on the phone with potential clients).
• Empathetic, caring, and persuasive communication skills.
• Conflict resolution skills to handle and defuse potential conflicts while maintaining professionalism.
• Strong active listening skills to comprehend information and respond thoughtfully.
• Excellent time management skills to handle responsibilities efficiently without compromising service quality.
• Ability to accept constructive feedback and adapt to changes.
• Salesforce or similar CRM experience considered a plus.
• Personal Injury experience preferred.

Preferred Qualifications

• Personal Injury experience
• Salesforce or similar CRM experience

Compensation & Benefits

• Pay: $20.00/hour - $25.00/hour PLUS Bonus Incentive of 1K+ per Month (based on sign-ups)
• Medical, Dental, Vision, and Pet Insurance
• 401(k) with Company Match
• Company-paid Life Insurance and AD&D Coverage; Voluntary Life Insurance
• Short-term and Long-term Disability
• Employee Assistance and Travel Assistance Programs
• Paid Time Off, Paid Sick Time, Paid Holidays
• Health FSA and Dependent Care FSA
• Accident Insurance
• Commuter Transportation Incentive
• Cell Phone and Internet Stipend
• Fully paid parking
• Learning and Development Programs

Location

• Fully Remote

Hours

• Full-time position with a 40-hour shift that may include weekends, evenings, and holidays.
• Hours may range as the call center is opened 24/7.

Application Requirements

• Resume
• Pay expectation

Equal Opportunity Statement

The employer is an Equal Opportunity Employer.