Call Center Sales Intake Specialist (Guatemala)

Job description

About Us Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong client-focused systems to ensure consistency, compliance, and an outstanding experience from the very first interaction. We work closely with partner legal teams to connect injured individuals with the legal support they need, and our intake team plays a critical role in setting the tone for every client relationship. About the Role We are seeking a high-energy, empathetic, and motivated Legal Intake Specialist to serve as the first point of contact for individuals seeking legal help after an injury. In this role, your goal is to listen, qualify, and warmly introduce potential clients to our partner legal teams using an assumptive, sales-minded approach. You will guide callers through the early stages of their legal journey with confidence, compassion, and urgency, ensuring they feel heard, supported, and ready for the next step. This is a fast-paced position well-suited for individuals with backgrounds in legal intake, sales, customer service, call centers, or customer acquisition of any kind, who thrive in high-volume environments and know how to balance empathy with performance. Strong English communication skills are essential for success in this role. Key Responsibilities Respond to incoming inquiries via phone, web forms, and chat in real time, providing rapid, attentive support to individuals seeking legal help after an injury. Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential case details such as incident information, injuries, liability, and insurance status. Apply proprietary scripts and strict qualification criteria to quickly determine whether a case is a fit for partner legal teams. Use an assumptive, sales-minded approach to perform live warm transfers to our partner legal teams or schedule timely callbacks for qualified leads. Accurately document all caller information, case details, and outcomes in Salesforce, ensuring data accuracy and completeness. Manage follow-ups for pending leads, maintaining an organized pipeline and re-engaging prospects who were not ready to proceed on initial contact. Qualifications Strong English communication skills (C1 level), both verbal and written. Fully bilingual, fluent in both English and Spanish, with the ability to seamlessly support callers in either language. At least 1 year of experience in a high-volume call center, customer service, or medical/legal office environment. Exceptional verbal communication skills with the ability to mirror a caller’s tone, demonstrate empathy, and build rapport quickly. Sales-minded approach focused on educating callers and guiding them toward taking action on their personal injury matter. Tech-savvy and comfortable typing 45+ WPM while speaking with callers and navigating multiple software platforms simultaneously. Nice-to-Have / Preferred Qualifications The following experience is helpful but not required for success in this role: Personal injury intake experience. Experience with Salesforce. Requirements Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace. Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher. Must have a stable internet connection with a minimum speed of 25 Mbps. Available to work U.S. business hours. Willingness to use time-tracking software. What We Offer Earn $5-$8/hour DOE (full-time, 40 hours/week). Performance based incentives. 100% remote work environment. 6 paid time-off (PTO) days per year. Opportunity to work closely with leadership and legal professionals in a growing, modern law firm. This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.