Legal Intake Specialist - Lemon Law (Remote - Mexico)

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. Our intake team plays a critical role in assisting consumers with defective vehicle claims, identifying qualifying lemon law matters, and setting the tone for every client relationship from the very first interaction. About the Role We are seeking a high-energy, empathetic, and detail-oriented Lemon Law Intake Specialist to serve as the first point of contact for consumers seeking help with a defective vehicle. In this role, your primary responsibility is to listen, assess eligibility, and confidently guide potential clients through the initial intake process using an assumptive, consultative approach. You will gather key vehicle and case details, explain the lemon law process in clear and reassuring terms, and smoothly transition qualified clients to the next stage of representation. Your ability to build trust quickly, communicate with clarity and compassion, and move conversations forward with purpose will be critical to ensuring callers feel informed, supported, and confident in taking 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 and web forms, providing prompt, attentive support to consumers seeking legal assistance for defective vehicle (lemon law) claims. Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential lemon law case details, including vehicle information, defect history, repair attempts, warranty status, and purchase or lease details. Use an assumptive, consultative approach to guide qualified consumers through the next steps of representation, including initiating the retainer process and coordinating timely follow-ups as needed. Accurately document all caller information, case details, and outcomes in Hubspot, 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. 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: Lemon law intake experience. Experience with Hubspot. 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 wired internet connection with a minimum speed of 50 Mbps. Jabra Evolve 20 headset or equivalent required. Available to work U.S. business hours. Willingness to use time-tracking software. What We Offer Competitive compensation commensurate with experience. Yearly bonus. 100% remote work environment. 10 Paid time-off (PTO) days per year. 3 Paid US holidays 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 Mexico. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.