About the client: Our client, a personal injury law firm based in the U.S., is seeking a Customer Service Representative to join their team. The firm handles a high volume of legal cases and prioritizes professionalism, responsiveness, and exceptional client support in every interaction. About the role: As a Customer Service Representative, you will serve as the first point of contact for potential clients, ensuring their inquiries are handled promptly, professionally, and with care. This role involves managing inbound and outbound client communications, qualifying leads, and supporting the intake and legal teams throughout the client onboarding process. The ideal candidate will be confident in a sales-driven intake environment while maintaining empathy and professionalism when dealing with sensitive personal injury cases. Personal Injury experience is highly preferred, and experience using CloudLex is a strong advantage. Sales experience is a must. What you’ll be doing: Handle inbound and outbound calls with professionalism, empathy, and confidence. Engage with potential clients to assess their situation and qualify leads based on case criteria. Use a sales-driven approach to convert qualified leads into signed clients. Accurately document client information and case details in CloudLex or the firm’s case management system. Follow intake scripts, workflows, and qualification guidelines to ensure consistency and accuracy. Schedule consultations and coordinate next steps with attorneys and case managers. Conduct follow-ups with potential clients to improve conversion and intake efficiency. Identify urgent or high-priority cases and escalate them appropriately. Provide clear, professional communication to ensure clients feel supported throughout the intake process. Who are we looking for? 1+ year of experience in intake, sales, customer service, call center, or administrative roles (U.S. law firm experience is highly preferred). Personal Injury law firm experience is a strong advantage. Experience using CloudLex or similar case management/CRM systems is preferred. Strong English communication skills, both written and verbal. Proven sales ability in lead qualification, conversion, or client onboarding. Ability to work in a fast-paced, high-volume environment with accuracy and professionalism. Strong empathy, patience, and confidence when handling client conversations. Excellent attention to detail and strong documentation skills. Self-motivated, organized, and able to follow structured processes independently. Position: Customer Service Representative Remote Status: Fully Remote Preferred Location: Latin America Working Hours: 9 am - 6 pm EST Holidays: US Federal Holidays Salary: USD 1000 - USD 1200 per month Internal Job ID: 1351