Customer Service Representative (Remote, Latin America)

About the role

Join a US‑based personal injury law firm as a Customer Service Representative, serving as the first point of contact for potential clients across Latin America. You will handle inbound and outbound communications, qualify leads, and support the intake and legal teams throughout the onboarding process.

Key responsibilities

• Answer inbound and make outbound calls with professionalism, empathy, and confidence.
• Engage prospects, assess their situation, and qualify leads according to case criteria.
• Apply a sales‑driven approach to convert qualified leads into signed clients.
• Document client information and case details accurately in CloudLex or the firm’s case‑management system.
• Follow intake scripts, workflows, and qualification guidelines.
• Schedule consultations and coordinate next steps with attorneys and case managers.
• Conduct follow‑ups 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.

Required profile

• At least 1 year of experience in intake, sales, customer service, call‑center, or administrative roles (U.S. law‑firm experience preferred).
• Strong English written and verbal communication skills.
• Proven sales ability in lead qualification, conversion, or client onboarding.
• Ability to work in a fast‑paced, high‑volume environment with accuracy.
• High empathy, patience, and confidence when handling sensitive client conversations.
• Excellent attention to detail and documentation skills.
• Self‑motivated, organized, and capable of following structured processes independently.

Required skills

• CloudLex (or similar case‑management/CRM system)

What we offer

• Fully remote work for candidates in Latin America.
• Working hours: 9 am – 6 pm EST.
• US Federal holidays.
• Salary range: USD 1,000 – 1,200 per month.