Customer Service Representative – Legal Intake

• Legal Intake (Sales-Oriented)
• Location: Ortigas, Pasig City, Philippines (In-Office)
• Department: Intake – Employment & Workers' Compensation
• Reports To: Intake Supervisor / Intake Manager

Position Summary

We are seeking a sales-oriented Customer Service Representative (Intake Specialist) to serve as the first point of contact for potential clients of our California-based employment and workers' compensation law firm.

This role is ideal for individuals with a background in sales, customer service, BPO, or legal services who have strong communication, persuasion, and client engagement skills. Candidates with a legal background, legal intake, paralegal, or law firm experience are also encouraged to apply.

The position involves handling inbound calls and outbound client engagement, as well as SMS and email communications with potential clients. The Intake Specialist will gather essential case information, assess potential cases based on established intake guidelines, and encourage qualified individuals to proceed with the firm's legal evaluation process.

The role requires strong communication, active listening, empathy, attention to detail, and a results-driven mindset focused on client engagement and case conversions.

Key Responsibilities

Client Engagement & Sales Communication

• Handle inbound calls from prospective clients and conduct proactive outbounding through phone, SMS, and email.
• Build rapport and establish trust with prospective clients.
• Clearly explain the intake process and encourage qualified prospects to move forward with the firm's legal evaluation.
• Maintain a professional, empathetic, and results-oriented approach when communicating with potential clients.

Consultative Intake Interviews

• Conduct structured intake interviews to gather relevant information regarding employment disputes, workplace concerns, injuries, and other potential legal matters.
• Ask appropriate questions to understand the client's situation and identify relevant case information.
• Guide qualified prospects through the next steps of the intake process.

Outbounding & Client Follow-Ups

• Conduct regular outbounding to prospective and existing leads.
• Follow up with potential clients regarding incomplete intakes, missing information, or required documentation.
• Encourage prospects to complete the intake process and move forward with the firm's evaluation.
• Maintain consistent communication with leads through phone calls, SMS, and email.

Data Entry & Documentation

• Accurately document client information, conversations, and case details in the firm's case management system (Salesforce).
• Utilize supporting platforms and tools such as Google Calendar, Docu

Sign, Twilio, and Woosender.

• Ensure client records and intake information are complete, accurate, and properly documented.

Case Qualification & Opportunity Identification

• Apply established intake guidelines to identify potential cases that meet the firm's criteria.
• Recognize relevant information and potential opportunities during client conversations.
• Maintain a sales-oriented approach while ensuring that client information is accurately collected and properly handled.

Coordination with Intake Team

• Coordinate with Intake Leads and Supervisors regarding qualified potential clients.
• Properly endorse qualified cases for legal review and evaluation.
• Communicate relevant client information and updates to the appropriate team members.

Performance & Conversion Focus

• Meet performance expectations related to inbound calls, outbounding, follow-ups, client engagement, and case progression.
• Work toward improving client engagement and successful case conversions.
• Maintain productivity and quality while handling a high volume of prospective clients.

Qualifications

Education

• Associate's or Bachelor's degree preferred but not required.

Experience

Candidates should have experience in at least one of the following areas:

• Sales or business development
• Customer service or BPO/call center
• Legal services or law firm operations
• Legal intake
• Paralegal or legal support
• Other client-facing or consultative roles

Candidates with strong sales experience are encouraged to apply even without prior legal experience.

Candidates with a legal background are also encouraged to apply, even without direct sales experience, provided they have strong communication, client-facing, and interpersonal skills.

Required Skills

• Excellent verbal and written English communication
• Strong sales, persuasion, and rapport-building abilities
• Strong client-facing and interpersonal skills
• Excellent active listening and questioning skills
• High attention to detail and organizational skills
• Computer literacy and ability to learn new systems and software
• Ability to handle high call volume and multiple tasks efficiently
• Ability to conduct effective outbounding and client follow-ups
• Empathy and professionalism when communicating with clients regarding sensitive legal matters
• Results-driven mindset with a focus on client engagement and case progression
• Ability to work effectively in a fast-paced, performance-driven environment

Preferred Qualifications

• Experience in a sales-oriented BPO environment
• Background in legal services, legal intake, paralegal work, or law firm operations
• Familiarity with Salesforce or other CRM/case management systems
• Experience handling inbound and outbound calls
• Experience with consultative, solution-based, or relationship-based sales
• Experience working with U.S.-based clients or companies

Work Environment & Benefits

• In-office position in Ortigas, Pasig City
• Structured onboarding and training
• Competitive salary based on experience
• Performance-driven environment with opportunities for growth
• Opportunity to work directly with a U.S.-based employment and workers' compensation law firm
• Develop experience in legal intake, client engagement, sales, and U.S. legal services