Customer Engagement Specialist (Variation of Weekdays, Weekends, Evenings)

Job Description

Job Description

Customer Engagement Specialist

Intake Solutions of America ™

A Legal Services Engagement Center

Hiring North Carolina Residents Only

Come 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 Customer Engagement Specialist , you will be a comforting first contact for potential clients as you represent the Brand of our ISA Law Firm Customer.

About the Role

We're seeking compassionate and professional Customer Engagement Specialists to serve as the first point of contact for individuals seeking legal assistance. As a representative of ISA Law Firm Customers, you will handle inbound calls from potential clients, gather essential information, and provide exceptional service during what may be a difficult time in their lives. This remote position offers the opportunity to make a meaningful impact while developing valuable skills in a fast-paced contact center environment.

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).
• Employer-paid Employee Assistance Program.
• Perks At Work Team - Member Discount Program.
• Employer-paid Benefits Assistance/Advocacy Program.

Location

Remote (North Carolina Residents Only). Note: New hire training for one week in Wilmington, North Carolina is required.

Key Responsibilities

Answer inbound calls promptly and professionally, demonstrating empathy and active listening skills.

Conduct thorough 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.

Required Qualifications

• High school diploma or equivalent; College degree preferred.
• 1+ years of customer service or call center experience.
• Excellent verbal and written communication skills.
• Strong active listening abilities and empathetic demeanor.
• Proficiency with computers and ability to navigate multiple systems simultaneously.
• Reliable high-speed internet connection and quiet home workspace for remote work.
• Flexibility to work various shifts including evenings and weekends as needed.
• Strong attention to detail and accurate data entry skills.
• North Carolina Residents Only.

Preferred Qualifications

• Previous experience in intake, lead qualification, or sales roles.
• Familiarity with legal services or personal injury industry.
• Bilingual (Fluent in English/Spanish).
• Experience with contact center platforms.

Ready to Make a Difference?

If you're ready to combine your passion for helping others, we want to hear from you. Join us in connecting clients with the legal representation they need to resolve their most important challenges.

Intake Solutions of America is an Equal Opportunity Employer committed to Workplace Diversity and Inclusion.

Background checks will be conducted on all final candidates for employment.