Customer Service Representative – Legal Intake

7 days ago

Ortigas Metro Manila, Philippines SalesOrca International Inc. Full time

Job Title: Customer Service Representative – Legal Intake

Location: Ortigas, Pasig City, Philippines (In-Office)

Department: Intake – Employment & Workers' Compensation

Reports To: Intake Supervisor / Intake Manager

Position Summary:

We are looking for a Customer Service Representative (Intake Specialist) to be the first point of contact for potential clients of our California-based employment and workers' compensation law firm. The role involves handling calls, messages, and emails from prospective clients, collecting essential case information, and ensuring accurate documentation for attorney review. This position requires excellent communication skills, professionalism, and the ability to handle sensitive information with empathy while staying focused on the firm's case criteria.

Key Responsibilities:

  • Client Communication: Answer and respond to phone calls, SMS messages, and emails from prospective clients in a professional and empathetic manner.
  • Information Gathering: Conduct structured interviews to collect key details about workplace issues, injuries, or employment concerns.
  • Data Entry & Documentation: Accurately record client information in the firm's case management system (Salesforce) and supporting tools (Google Calendar, DocuSign, Twilio, Woosender).
  • Follow-Ups: Contact clients for missing documents (e.g., payslips, W2s, medical records) and provide status updates.
  • Case Screening Support: Apply intake guidelines to check if cases meet firm standards, flagging potential issues or borderline cases for supervisor review.
  • Coordination: Work with intake leads and supervisors to ensure smooth handoff of qualified cases for legal evaluation.

Qualifications:

  • Education: Associate's or Bachelor's degree preferred.
  • Experience: Prior customer service or call center experience required; legal or BPO background is an advantage.

  • Skills:

  • Excellent verbal and written English communication

  • Strong attention to detail and organization
  • Computer literacy and ability to learn case management tools
  • Ability to handle high call volume and multitask effectively
  • Empathy, patience, and professionalism when dealing with clients
  • Bilingual (Spanish or other language) is a plus

Work Environment & Benefits:

  • In-office position with structured training and support
  • Competitive salary based on experience
  • Opportunities for career growth in a U.S.-based law firm

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