Customer Engagement Specialist (Variation of Weekdays, Weekends, Evenings)
RemoteNorth Carolina, United States
Job Summary
Answer inbound calls promptly to serve as the first contact for individuals seeking legal assistance, conducting thorough intake interviews to gather details about potential personal injury cases. Accurately document client information in the ISA system, qualify leads based on established criteria, and communicate clearly to set expectations and answer basic service questions. Manage multiple systems simultaneously while maintaining conversation quality, following scripts and compliance guidelines, and escalating complex situations to Leadership as needed. Maintain client confidentiality and participate in ongoing training and coaching sessions. This remote position requires North Carolina residents to work various shifts including evenings and weekends, with one week of in-person training in Wilmington required before starting.
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
- Background checks will be conducted on all final candidates for employment
Desired 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
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