Case Acquisition & Intake Specialist — Work From Home

Descripción

We are looking for a Case Acquisition & Intake Specialist to join our Work From Home team.


This is a work-from-home position. Although you will work from your home, this is not a work-from-anywhere position. You are expected to work from your designated home location during your assigned schedule and must be available to work the required shifts, including weekends.

The role involves handling both outbound calls and returning calls through an automated dialer. The people contacted have previously expressed interest or submitted their information, so this is not a traditional cold-calling position.

Your responsibility is to have a professional and engaging conversation, follow the qualification process established by the law firm and adhere to the script provided by the law firm, determine whether the person qualifies, and, when appropriate, guide the qualified person through the process of becoming a client of the law firm.

The cases may involve different legal matters, primarily related to health-related claims or abuse matters.



Key Responsibilities

Handle outbound and returning calls through an automated dialer.
Follow the qualification process established by the law firm and adhere to the script provided by the law firm for each campaign.
Ask questions and gather detailed information from potential clients according to the established qualification process.
Determine whether the person meets the qualification criteria established by the law firm.
Accurately document all information provided by the caller.
Keep potential clients engaged during conversations that may last 20–30 minutes or longer.
Provide an excellent customer experience throughout the entire interaction.
Use empathy, active listening, and an appropriate tone of voice, especially when discussing sensitive or personal situations.
Explain the process clearly and professionally without providing legal advice or making promises regarding the outcome of a case.
When the person qualifies, confidently guide them through the next steps and close the contract so they can proceed with legal representation.
Handle questions, objections, hesitation, and concerns professionally.
Build trust and make the conversation feel personalized rather than robotic.
Follow all campaign procedures, quality standards, and instructions provided by management and the law firm.
Maintain accurate and complete records of every interaction.
Be available to work weekends according to the assigned schedule.
Requirements


Call Center Experience

Minimum 6 months of call center experience required.

Experience in customer service, sales, lead qualification, collections, intake, or another customer-facing position is highly desirable.

Experience handling lengthy conversations and maintaining engagement throughout a call is a strong advantage.


English

B2+ English proficiency required.

Clear and easily understandable pronunciation.

Strong listening and speaking skills.

Strong reading comprehension.

Good written English.

Ability to understand detailed questions and instructions.

Ability to communicate information clearly and professionally.


Customer Service & Communication

This is one of the most important parts of the position.

We need someone who can:

Maintain a professional, warm, confident, and empathetic tone of voice.
Build trust quickly.

Keep a person engaged during a 20–30 minute conversation or longer.
Listen actively instead of simply reading a script.

Follow the script naturally while maintaining a genuine conversation.
Ask appropriate follow-up questions within the established qualification process.

Handle sensitive topics with empathy and professionalism.

Make the caller feel that they are having a personalized conversation.

Remain patient when a caller is hesitant, emotional, distracted, or has questions.

Transition naturally from qualification to closing.

Understand that excellent customer service is essential to successful case acquisition.


Reading, Writing & Multitasking

You must be comfortable with:

Listening to the caller while documenting information.

Reading questions and information from a script while maintaining a natural conversation.

Typing and entering information accurately in real time.

Working with multiple systems, applications, or browser tabs simultaneously.
Learning and using new software quickly.

Maintaining accuracy while multitasking.

Understanding and accurately documenting information provided verbally by the caller.


Work-From-Home Requirements

You must provide your own equipment and a suitable work environment.


Internet Connection

Minimum required internet speed:

50 Mbps if you are the only person actively using the internet while you work.
100 Mbps if another person in your household will also be working, studying, streaming, gaming, or otherwise using the internet during your working hours.
A stable and reliable internet connection is required.


Computer

You must have your own Windows-based computer.

Minimum requirements:

Intel Core i5, 10th generation or newer, or equivalent/better.

AMD Ryzen 5 3000 Series or newer, or equivalent/better.

8 GB RAM minimum.

Windows operating system.

The computer must be capable of running the required call center systems, browser tabs, and applications simultaneously without performance issues.
Headset

Your own headset is required.USB connection required.

Clear audio and a professional-quality microphone.

Minimal background noise in your work environment.


Schedule & Availability

Weekend availability is required.

You must be available for your assigned schedule.

Reliable attendance and punctuality are essential.

You must be able to work consistently from your designated home location during your scheduled hours.

Important: This Is Not a Work-From-Anywhere Position

Although the position is performed from home, employees are not permitted to work while traveling or from locations other than their designated home workspace unless specifically authorized by management.

You must have a stable work environment, reliable internet connection, appropriate equipment, and the ability to work your assigned schedule consistently.


What Makes Someone Successful in This Role?

This position is not simply about making calls or reading a script.

Our goal is to connect qualified potential clients with the appropriate legal representation. Every conversation is an opportunity to provide excellent customer service, gather accurate information, establish trust, and help a qualified person move forward with the process.

The ability to maintain engagement for 20–30 minutes or longer, demonstrate empathy, communicate clearly, build trust, and confidently guide a qualified person toward completing the contract is critical to success in this position.

We are looking for someone who is professional, reliable, empathetic, detail-oriented, comfortable communicating in English, confident on the phone, and capable of taking ownership of a conversation from the initial contact through qualification and closing, while consistently following the qualification process and script established by the law firm.