Call Center Agent

⚠️ We Prioritize Candidates from the Republic of the Philippines 🇵🇭

⚠️ And those who actually read the full job description 🧠

📊 Job Title: Affiliate Marketing Manager (Senior. Client-Facing. End-to-End)

✨ Job Category: Full-Time (40 hours per week)

🌎 Job Location: 100% work-from-home

🕘 Job Schedule: Mondays through Fridays, 9:00 AM - 6:00 PM Pacific Time

Requirements

We are seeking a professional, articulate, engaging, and empathetic Legal Intake Specialist to support the client intake operations of an established U.S.-based law firm.

This person will serve as a primary point of contact for prospective and existing clients, handling inbound calls and conducting timely outbound follow-up. The role requires someone who can confidently work from structured intake scripts while exercising good judgment when conversations fall outside standard scenarios.

The ideal candidate is an excellent listener who can gather critical information accurately, recognize when a matter needs to be escalated or transferred, remain composed with distressed or frustrated callers, and consistently follow through on prospective-client inquiries.

Follow-up is a major component of this position. We are specifically looking for someone persistent, proactive, and comfortable following up with prospective and existing clients until the appropriate next step has been completed.

Primary Responsibilities

Inbound Call Handling

• Answer and professionally manage incoming calls from prospective and existing clients.

• Handle an average inbound volume of approximately 20-30 calls per day, with call volume varying throughout the day.

• Serve as a knowledgeable and professional first point of contact for callers.

• **‼️‼️‼️20-30 calls per day may seem a little but we need people who can answer from the first few seconds of the phone ringing. So we are looking for people who can truly commit to standby and be alert during the entire shift.
  **

• Use approved scripts and intake procedures while applying sound judgment when a caller’s situation falls outside standard scenarios.

Outbound Follow-Up

• Promptly follow up on web-generated leads, missed calls, messages, and prospective-client inquiries.

• Conduct consistent follow-up with prospective and existing clients when additional information or action is required.

• Demonstrate persistence and strong follow-through rather than allowing leads or unresolved inquiries to become inactive.

• Maintain accurate records of follow-up attempts, outcomes, and required next actions.

Intake Screening & Lead Qualification

• Conduct initial caller screenings using structured legal intake scripts.

• Gather relevant facts, dates, circumstances, contact information, and other details required to evaluate and route an inquiry.

• Identify the general nature and urgency of an inquiry based on established firm procedures.

• Recognize when additional questions are appropriate and when a matter should be escalated.

Documentation & Data Accuracy

• Accurately enter caller information, intake details, key dates, claim or matter information, and follow-up notes into designated systems.

• Maintain precise records to minimize miscategorization or incomplete intake information.

• Navigate CRM/database platforms, call-management systems, and softphone technology efficiently.

Transfers, Escalations & Referrals

• Route qualified prospective clients, existing clients, urgent matters, and other inquiries to the appropriate internal team member or designated referral resource.

• Recognize situations requiring immediate escalation.

• Follow established procedures for transfers and referrals.

Client Service & De-escalation

• Communicate with empathy, patience, confidence, and professionalism.

• Assist callers who may be distressed, frustrated, emotional, or dealing with difficult circumstances.

• De-escalate tense conversations while remaining composed and focused on gathering the information necessary to assist the caller.

• Maintain an engaging and reassuring telephone presence.

Confidentiality

• Maintain strict confidentiality regarding client, prospective-client, and business information.

• Handle sensitive information carefully and follow all applicable company confidentiality and data-handling procedures.

Qualifications

Required

• Excellent spoken and written English.

• Previous experience in call center operations, customer care, client intake, or a comparable phone-intensive customer-facing role.

• Strong verbal communication and active-listening skills.

• High emotional intelligence and ability to communicate effectively with people in stressful or sensitive situations.

• Strong organizational skills and attention to detail.

• Accurate and efficient data entry skills with a typing speed of at least 40 WPM.

• Computer literacy and ability to navigate CRM/database systems and softphone/dialer platforms.

• Ability to follow structured scripts without sounding overly scripted.

• Good judgment and ability to respond appropriately when conversations fall outside established scripts.

• Persistent, proactive approach to follow-up and completing outstanding tasks.

• High school diploma or equivalent credential.

• Dedicated, quiet home workspace.

• Reliable high-speed internet connection.

• Noise-canceling headset suitable for professional phone calls.

• Ability to work a schedule aligned with U.S. Eastern Time.

  Preferred

• Previous legal intake or law firm experience.

• Experience handling inbound and outbound calls in a professional services environment.

• Experience using call-tracking platforms such as CallRail or comparable systems.

• Experience working with CRM or client-management databases.

• Nice to have: Spanish-English bilingual proficiency.

Ideal Candidate Profile

You will likely succeed in this role if you are someone who:

• Sounds confident, warm, and professional on the phone.

• Can build rapport quickly with different types of callers.

• Listens carefully and asks appropriate follow-up questions.

• Is comfortable having repetitive conversations without becoming disengaged.

• Knows how to follow a process while recognizing when a situation requires judgment.

• Remains calm when dealing with upset or distressed callers.

• Is meticulous about documenting information correctly.

• Takes ownership of follow-up rather than waiting to be reminded.

• Is persistent without being pushy.

• Understands that responsiveness can directly affect whether a prospective client moves forward.