Customer Service Representative – Legal Intake
A U.S.-based law firm providing legal services to individuals and businesses across several practice areas is seeking a professional, responsive, and detail-oriented Legal Intake Specialist.
In this role, you will serve as an important first point of contact for prospective clients, handling incoming calls, gathering essential information, qualifying potential leads, and ensuring every inquiry is addressed promptly and accurately.
What We’re Looking For
- 3+ years of experience in customer service, call center operations, client intake, or another customer-facing position for senior-level applicants.
- Previous experience working in a law firm or legal intake environment is strongly preferred.
- Junior candidates with approximately 1+ year of relevant experience may also be considered.
- Fluent and professional English with excellent verbal communication abilities.
- Strong listening skills and the ability to ask relevant follow-up questions.
- Ability to understand different client inquiries and apply established qualification criteria.
- Confidence handling multiple calls and transitioning efficiently between different client situations.
- Excellent attention to detail and the ability to consistently follow established processes.
- Familiarity with CallRail or similar CRM/call-tracking platforms is an advantage.
- Reliable internet access and a quiet, professional environment suitable for handling client calls remotely.
About Latamforce
Latamforce is a nearshore staffing agency that connects U.S. businesses with skilled professionals across Latin America. The company specializes in building high-performing remote teams across areas such as digital marketing, e-commerce, technology, customer support, and other professional services, helping businesses access qualified talent and scale their operations effectively.
Requirements
- Respond to inbound calls from prospective clients in a professional and timely manner.
- Manage approximately 20–30 incoming calls per day, including periods of increased call volume.
- Conduct initial client intake and collect relevant information about each inquiry.
- Ask appropriate questions to understand the caller’s situation and identify the correct legal practice area.
- Evaluate and qualify potential leads according to established internal guidelines.
- Guide qualified prospects through the next stages of the intake and client sign-up process when appropriate.
- Follow established procedures and instructions provided by attorneys and internal teams.
- Direct calls and inquiries to the appropriate department, attorney, or practice area.
- Communicate with prospective clients using a professional, empathetic, and confident approach.
- Use CallRail and other internal systems to document, manage, and track calls and prospective leads.