[Hiring] Call Center Agent Legal Intake Specialist @C9 Staff

Role Description

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.
• 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.

Qualifications

• 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.

Requirements

• Previous legal intake or law firm experience (preferred).
• Experience handling inbound and outbound calls in a professional services environment (preferred).
• Experience using call-tracking platforms such as CallRail or comparable systems (preferred).
• Experience working with CRM or client-management databases (preferred).
• Nice to have: Spanish-English bilingual proficiency.

Benefits

• 100% work-from-home opportunity.
• Full-Time (40 hours per week) schedule: Mondays through Fridays, 9:00 AM - 6:00 PM Pacific Time.

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.