Consultation Specialist (Personal Injury) - Bilingual
Location: Remote
Schedule: Full-Time Shift Overnight and Weekends
Start Date: ASAP
Compensation: (Based on experience)
About the Role
The Consultation Specialist serves as the first point of contact between prospective clients and the firm and plays a critical role in converting qualified leads into retained cases. This fast-paced, high-volume position requires exceptional communication skills, strong attention to detail, and the ability to engage empathetically with individuals who have recently experienced traumatic accidents or injuries.
The ideal candidate balances compassion with efficiency while ensuring strict adherence to case qualification standards and firm protocols.
Key ResponsibilitiesLead Contact & Conversion
- Respond to inbound leads within 3 minutes across phone, web forms, chat, and text
- Conduct empathetic, professional conversations with potential clients in vulnerable situations
- Build immediate rapport and trust to establish the firm as the client’s advocate
- Handle high call volumes while maintaining quality and consistency
- Follow up on missed calls, voicemails, and incomplete inquiries
- Address objections and concerns about hiring legal representation
Lead Qualification
- Assess case viability, potential value, and urgency
- Identify case types (e.g., motor vehicle accidents, slip and falls, wrongful death, etc.)
- Evaluate liability factors, jurisdiction, and insurance coverage
- Screen for conflicts of interest and eligibility criteria
- Determine if cases meet firm acceptance standards
- Disqualify or refer cases that do not meet firm requirements
Conversion & Retention
- Clearly present the firm’s value proposition
- Explain the legal process in simple, client-friendly language
- Address fee structures and client expectations transparently
- Secure verbal commitment and initiate retainer process
- Send and follow up on retainer agreements and required documents
Case Documentation & Data Management
- Collect and document full accident and injury details
- Record all involved parties, witnesses, and insurance information
- Capture medical treatment history and provider details
- Maintain accurate CRM records and case notes
- Ensure proper lead source tracking for reporting and ROI analysis
- Monitor case progression through intake stages
- Flag urgent or statute-sensitive cases
Client Communication & Support
- Serve as primary contact during intake and early case stages
- Provide guidance on legal process and expectations
- Offer reassurance and emotional support to clients
- Respond promptly to client questions and concerns
- Coordinate with internal teams to resolve client issues
- De-escalate difficult or emotional interactions professionally
Quality Assurance & Compliance
- Follow all applicable legal and ethical standards for client intake
- Maintain confidentiality in accordance with firm policies
- Adhere strictly to intake scripts, procedures, and compliance guidelines
- Ensure accurate and complete documentation of all interactions
- Participate in quality assurance reviews and ongoing training
- Report any ethical or compliance concerns immediately
Required QualificationsEducation
- High school diploma or equivalent (required)
- Paralegal certificate or legal studies background strongly preferred
Experience
- 1–2+ years in customer service, sales, or call center environment
- Prior experience in a personal injury law firm strongly preferred
- Experience handling high-volume inbound/outbound calls preferred
- CRM or case management system experience preferred
Skills & Competencies
- Exceptional verbal and written communication skills
- Strong active listening and empathy skills
- Ability to explain complex legal concepts in simple terms
- High level of professionalism and phone etiquette
- Strong organizational and data entry accuracy
- Ability to multitask in a fast-paced environment
- Bilingual (Spanish/English) highly preferred or required
Work Environment
- Fast-paced, high-volume intake environment
- Requires urgency, accuracy, and emotional intelligence
- Team-oriented with performance-driven expectations
Job Types: Full-time, Contract
Pay: $100.00 - $125.00 per hour
Application Question(s):
- Do you have prior experience in a personal injury law firm?
- Do you have prior experience as a Sales Agent?
Language:
- English and Spanish (Required)
Work Location: Remote
