Call Center Agent (Inbound) Legal Intake Specialist

Overview

This role supports client intake operations for an established U.S.-based law firm. You will serve as a primary point of contact for prospective and existing clients, managing inbound calls and conducting timely outbound follow-up.

Responsibilities

Inbound Call Handling

• Answer and professionally manage incoming calls from prospective and existing clients.
• Handle an average inbound volume of approximately 20–30 calls per day (varying throughout the day).
• Act as the first point of contact for callers.
• Use approved scripts and intake procedures while applying sound judgment when conversations fall outside standard scenarios.

Outbound Follow-Up

• Promptly follow up on web-generated leads, missed calls, messages, and prospective-client inquiries.
• Conduct consistent follow-up with prospective and existing clients when additional information or action is required.
• Demonstrate persistence and strong follow-through so leads and inquiries do not become inactive.
• Maintain accurate records of follow-up attempts, outcomes, and required next actions.

Intake Screening & Lead Qualification

• Conduct initial caller screenings using structured legal intake scripts.
• Gather relevant facts, dates, circumstances, contact information, and other details needed to evaluate and route inquiries.
• Identify the general nature and urgency of an inquiry based on established firm procedures.
• Recognize when additional questions are appropriate and when escalation is needed.

Documentation & Data Accuracy

• Accurately enter caller information, intake details, key dates, claim or matter information, and follow-up notes into designated systems.
• Maintain precise records to minimize miscategorization or incomplete intake information.
• Efficiently navigate CRM/database platforms, call-management systems, and softphone technology.

Transfers, Escalations & Referrals

• Route qualified prospective clients, existing clients, urgent matters, and other inquiries to the appropriate internal team member or designated referral resource.
• Recognize situations requiring immediate escalation.
• Follow established procedures for transfers and referrals.

Client Service & De-escalation

• Communicate with empathy, patience, confidence, and professionalism.
• Assist callers who may be distressed, frustrated, emotional, or dealing with difficult circumstances.
• De-escalate tense conversations while staying composed and focused on gathering necessary information.
• Maintain an engaging and reassuring telephone presence.

Confidentiality

• Maintain strict confidentiality regarding client, prospective-client, and business information.
• Handle sensitive information carefully and follow applicable confidentiality and data-handling procedures.

Qualifications

Required

• Excellent spoken and written English.
• Previous experience in call center operations, customer care, client intake, or a comparable phone-intensive customer-facing role.
• Strong verbal communication and active-listening skills.
• High emotional intelligence and ability to communicate effectively with people in stressful or sensitive situations.
• Strong organizational skills and attention to detail.
• Accurate and efficient data entry skills with a typing speed of at least 40 WPM.
• Computer literacy and ability to navigate CRM/database systems and softphone/dialer platforms.
• Ability to follow structured scripts without sounding overly scripted.
• Good judgment and ability to respond appropriately when conversations fall outside established scripts.
• Persistent, proactive approach to follow-up and completing outstanding tasks.
• High school diploma or equivalent credential.
• Dedicated, quiet home workspace.
• Reliable high-speed internet connection.
• Noise-canceling headset suitable for professional phone calls.
• Ability to work a schedule aligned with U.S. Eastern Time.

Preferred Qualifications

• Previous legal intake or law firm experience.
• Experience handling inbound and outbound calls in a professional services environment.
• Experience using call-tracking platforms such as CallRail or comparable systems.
• Experience working with CRM or client-management databases.
• Spanish-English bilingual proficiency.

Compensation & Benefits

• Full-Time (40 hours per week).
• Compensation and benefits details were not provided in the job description.

Location

• 100% work-from-home

Schedule

• Mondays through Fridays, 9:00 AM–6:00 PM Pacific Time

Additional Notes

• This role requires strong availability and alertness throughout the entire shift to manage immediate call answer needs.