Legal Intake Specialist – Personal Injury
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Job Description
Legal Intake Specialist connecting injured individuals with legal support at Ovation Law Firm. Guiding callers through the initial stages of their legal journey with compassion and urgency.
Responsibilities:
- Respond to incoming inquiries via phone, web forms, and chat in real time, providing rapid, attentive support to individuals seeking legal help after an injury.
- Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential case details such as incident information, injuries, liability, and insurance status.
- Apply proprietary scripts and strict qualification criteria to quickly determine whether a case is a fit for partner legal teams.
- Use an assumptive, sales-minded approach to perform live warm transfers to our partner legal teams or schedule timely callbacks for qualified leads.
- Accurately document all caller information, case details, and outcomes in Salesforce, ensuring data accuracy and completeness.
- Manage follow-ups for pending leads, maintaining an organized pipeline and re-engaging prospects who were not ready to proceed on initial contact.
Requirements:
- Strong English communication skills (C1 level), both verbal and written.
- Fully bilingual, fluent in both English and Spanish.
- At least 1 year of experience in a high-volume call center, customer service, or medical/legal office environment.
- Exceptional verbal communication skills with the ability to mirror a caller’s tone, demonstrate empathy, and build rapport quickly.
- Sales-minded approach focused on educating callers and guiding them toward taking action on their personal injury matter.
- Tech-savvy and comfortable typing 45+ WPM while speaking with callers and navigating multiple software platforms simultaneously.
- Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.
- Must have a laptop or desktop computer with a minimum of 8GB RAM and an Intel Core i5 processor or higher.
- Must have a stable internet connection with a minimum speed of 25 Mbps.
- Available to work U.S. business hours.
- Willingness to use time-tracking software.
Benefits:
- 6 paid time-off (PTO) days per year
- Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.
- 100% remote work environment.
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