Spanish Customer Service Executive

Roles and Responsibilities :

• We are seeking a high-energy, persuasive, and empathetic Customer Care Executive to join our International Voice Process. In this role, you will be the "first voice" of our US law firm, handling inbound and outbound calls from potential clients. This is a sales-driven legal intake role where your goal is to screen potential cases and "close the deal" by scheduling consultations or securing signed retainer agreements.
  ________________________________________
  Key Responsibilities
  • Lead Conversion (The "Sales" Edge): Actively engage with prospective clients who have reached out for legal help. Use persuasive communication to explain the firm’s value and secure their commitment.
  • Case Screening: Conduct initial interviews using standard scripts to determine if a case meets the firm's specific criteria (e.g., Personal Injury, Family Law, or Civil Litigation).
  • High-Volume Voice Operations: Manage inbound inquiries and perform outbound follow-up calls to "warm" leads who have not yet signed with the firm.
  • Empathy & Professionalism: Handle sensitive legal situations with extreme empathy while maintaining a professional, authoritative tone suitable for a law firm.
  • Data Management: Accurately enter client details, case notes, and milestones into the firm’s CRM (e.g., Clio, Lawmatics, or Salesforce).
  • Appointment Setting: Coordinate with US-based attorneys to schedule consultations and manage their digital calendars.
    ________________________________________
    Required Qualifications & Skills
  • Experience: Minimum 1 year of experience in a sales-heavy role (Tele-sales, Collections, or Lead Generation). Prior experience in an international BPO or voice process is highly preferred.
  • Communication: Exceptional verbal and written English skills with a neutral or US-friendly accent. Ability to explain complex legal processes in simple terms.
  • Sales Mindset: A "closer" mentality—driven to meet daily targets for signed cases or qualified appointments.
  • Tech Savvy: Proficient in MS Office (Excel/Word) and comfortable using CRM software and cloud-based communication tools (e.g., RingCentral, MS Teams, or Slack).
  • Shift Flexibility: Must be willing to work fixed night shifts to align with US time zones (EST/CST/PST).
  • Education: Bachelor’s degree in any field (Legal or HR background is a plus but not mandatory).