Intake Solutions
OF AMERICA
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Customer Engagement Specialist, remote in North Carolina.
You are the first point of contact for people seeking legal help, and a comforting first voice during what may be a difficult time in their lives.
Engagement Specialists handle inbound calls from potential clients of the law firms we work with. You conduct intake interviews to gather the details of a case, document that information accurately in the ISA system, qualify the lead against the firm's criteria, and determine the right next step for each caller. You explain the process, set expectations, and answer basic questions about what happens next.
It is a fast-paced contact center environment. You will manage multiple systems at once while holding a real conversation, follow scripts and compliance guidelines while adapting to each caller's situation, and work to performance metrics that include call quality, conversion rates, and productivity. Shifts vary across weekdays, weekends, and evenings. Ongoing training and coaching are part of the job, not something that ends after your first week.
Where you work
The role is remote, and we hire North Carolina residents only. New hires spend one week training in person in Wilmington before going remote. You will need reliable high-speed internet and a quiet place to work where calls stay confidential.
What we look for
A high school diploma or equivalent, with a college degree preferred. At least one year of customer service or call center experience. Strong active listening, an empathetic demeanor, and clear verbal and written communication. Comfort with computers and moving between several systems at once. Strong attention to detail and accurate data entry. Our bilingual roles require fluent Spanish and English and are posted separately.
Previous experience in intake, lead qualification, or sales is a plus, as is familiarity with legal services or contact center platforms.
What you get
Open roles are listed on our job board. Background checks are conducted on all final candidates. Intake Solutions of America is an Equal Opportunity Employer committed to workplace diversity and inclusion.
See open positions →At Intake Solutions of America, we're proud of a caring, knowledgeable team that goes the extra mile for people in need, and we're always looking for driven professionals who share that same passion.
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