Bilingual Customer Engagement SpecialistIntake Solutions of America ™A Legal Services Engagement Center Hiring North Carolina Residents OnlyCome join a dynamic Team with a Purpose to Provide Meaningful Connection and Promise to Engage with Experience and Excellence.As a Team Member of Intake Solutions of America (ISA), you will support our Mission to Enhance the Brand of our Law Firm Customers and Turn Leads into Cases. We do this through our Core Values of Collaboration, Accountability, Respect, Empathy and Shared Success.At Intake Solutions of America, we are building something special, and we invite you to be a part of it. We are a Team of professionals who believe that access to justice starts with a compassionate connection. As a Bilingual Customer Engagement Specialist, you will be a comforting first contact for potential clients as you represent the Brand of our ISA Law Firm Customers. As a representative of ISA Law Firm Customers, you will handle inbound calls from potential clients, gather essential information, and provide exceptional customer service during what may be a difficult time in their lives. This is a remote customer service position with real impact, and it builds valuable skills in intake, data entry, and lead qualification.What's in it for You?Inclusive and diverse working environment.Positive and team-driven culture.Innovative technology.Competitive Pay.Comprehensive training program.Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage).Dental Plan Option.Vision Plan Option.Virtual Healthcare Access.Health Savings Account and Flexible Spending Account Options.401k plan with an employer match.Disability Insurance Options (with employer-paid Long-Term Disability).Life Insurance Options (with employer-paid Basic Life Insurance).11 Employer-Paid Holidays (Equivalent).Perks at Work - Team Member Discount Program.Employer-paid Benefits Assistance/Advocacy Program.Location: Remote (Work From Home), North Carolina Residents OnlyPay: $18.00 to $22.00 per hour, depending on relevant experienceSchedule: We are a 24/7 customer service operation, offering shifts that vary across weekdays, nights, and weekends.Key ResponsibilitiesAnswer inbound calls promptly and professionally, demonstrating empathy and active listening skills.Conduct intake interviews (including bilingual intake interviews) with potential personal injury clients in Spanish and English, gathering accident details, injuries, and personal circumstancesAccurately 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 customer service 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 operating procedure.Participate in ongoing training and coaching sessions to continuously improve skills and knowledge.Required QualificationsBilingual - Fluent in Spanish and English (speaking, listening, and writing)1+ years of customer service or call center experienceHigh school diploma or equivalent (college degree preferred)Excellent verbal and written communication skillsStrong listening skills and an empathetic, patient demeanorAccurate data entry and strong attention to detailProficiency with computers and ability to navigate multiple systems simultaneouslyReliable high-speed internet and a quiet, private home workspaceFlexibility to work various shifts including evenings and weekends as neededResidence in North CarolinaPreferred QualificationsPrevious experience in intake, lead qualification, or sales rolesFamiliarity with legal services or personal injuryExperience with contact center platformsReady to Apply?If you're bilingual, compassionate, customer service oriented, and want a work-from-home job where you help people find the legal support they need, we'd love to hear from you.Intake Solutions of America is an Equal Opportunity Employer committed to workplace diversity and inclusion.#ISAJOBSBackground checks will be conducted on all final candidates for employment.
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