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

Answer inbound calls promptly and professionally, demonstrating empathy and active listening skills to serve as the first contact for individuals seeking legal assistance. Conduct thorough intake interviews to gather detailed information about potential personal injury cases, including accident details and client circumstances. Accurately document all client information in the ISA system and qualify leads based on established criteria to determine appropriate next steps. Communicate clearly with clients about the process, set expectations, and answer basic questions while managing multiple systems simultaneously. Meet or exceed performance metrics including call quality scores, conversion rates, and productivity standards. Follow scripts and compliance guidelines while maintaining client confidentiality and escalating complex situations to Leadership. This remote position requires North Carolina residents with bilingual Spanish/English fluency, one year of customer service experience, and flexibility for evening and weekend shifts. New hire training includes one week in Wilmington, North Carolina.