Customer Service Representative

TL;DR

Customer Service Representative: Serving as the first point of contact for potential clients in a U.S. personal injury law firm with an accent on sales-driven lead qualification, client intake, and accurate case documentation. Focus on converting qualified leads into signed clients while maintaining empathy and professionalism during sensitive personal injury conversations.

Location: Buenos Aires, Argentina (Preferred: Latin America) · Fully Remote · Working hours: 9 am–6 pm EST · Holidays: US Federal Holidays

Salary: $1,000–$1,200 per month

Company

hirify.global recruits for a U.S. personal injury law firm focused on high-volume case intake and responsive client support.

What you will do

• Handle inbound and outbound client calls with empathy, confidence, and professionalism.
• Assess client situations, qualify leads based on case criteria, and convert qualified leads into signed clients.
• Document client information and case details accurately in CloudLex or the firm’s case management/CRM system.
• Follow intake scripts, workflows, and qualification guidelines to ensure consistency and accuracy.
• Schedule consultations and coordinate next steps with attorneys and case managers, including follow-ups to improve conversion.
• Identify urgent/high-priority cases and escalate them appropriately.

Requirements

• 1+ year of experience in intake, sales, customer service, call center, or administrative roles (U.S. law firm experience is highly preferred).
• Strong English communication skills (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 sensitive client conversations.
• Excellent attention to detail and documentation skills; self-motivated and able to follow structured processes independently.

Nice to have

• Personal Injury law firm experience.
• Experience using CloudLex or similar case management/CRM systems.

Culture & Benefits

• Fully remote role with working hours aligned to EST (9 am–6 pm).
• US Federal Holidays included.
• Client-facing work focused on professionalism, responsiveness, and exceptional support.
• Structured intake scripts, workflows, and qualification guidelines to support consistent performance.

Hiring process

• Application review and screening.
• Interviews to assess sales-driven intake experience and English communication.
• Final evaluation and onboarding for the client firm.