US Call Center Agent

Job descriptionWe are seeking a highly motivated and customer-focused Call Center Agent to join our U.S.-based customer service team. As a call center agent, you will serve as the first point of contact for our clients, providing information, solving issues, and ensuring an exceptional customer experience through phone and/or chat support. Answer inbound calls from potential or existing clients in a professional, empathetic, and confidential manner Conduct detailed intake interviews to gather key case-related information, such as personal details, incident facts, and relevant documentation Accurately record and input client information into the firm's case management system Ask appropriate follow-up questions to ensure completeness and clarity of the information collected Determine case eligibility based on firm criteria and escalate qualified leads to legal staff for review Maintain a working knowledge of various case types (e.g., personal injury, workers' compensation, medical malpractice) to ensure proper intake flow Handle sensitive or emotional conversations with empathy, discretion, and professionalism Follow scripts and legal intake protocols to remain compliant with regulatory and ethical standards Provide basic information about the firm’s services without offering legal advice Meet performance targets related to call volume, accuracy, and quality assurance standards Qualifications: Must be legally authorized to work in the United States High school diploma or GED (Associate or Bachelor’s degree preferred) Prior experience in a call center or customer service environment is a plus Excellent verbal and written communication skills Strong problem-solving and multitasking abilities Comfortable using computers, CRM software, and call center tools Able to work independently and as part of a team Flexibility to work various shifts, including evenings and weekends, if needed