法律接收专员 - 柠檬法（拉美地区）
Legal Intake Specialist - Lemon Law (LATAM)
我们公司
Ovation 律师事务所是一家快速发展的、以消费者为中心的律所，致力于提供卓越的法律服务，同时营造高绩效、负责任且支持性的工作环境。随着我们的持续发展，我们正在建立以客户为中心的系统，以确保一致性、合规性以及从第一次互动开始的出色体验。
我们的接待团队在协助消费者处理缺陷车辆索赔、识别符合柠檬法条件的案件，以及从第一次互动开始建立每个客户关系方面发挥着关键作用。
职位简介
我们正在寻找一位充满活力、富有同理心且注重细节的柠檬法接待专员，作为寻求帮助的消费者与我们接触的第一人。
在这个职位中，你的主要职责是倾听、评估资格，并通过假设性和咨询性的方法，自信地引导潜在客户完成初步接待流程。你将收集关键的车辆和案件信息，用清晰且令人安心的方式解释柠檬法流程，并将符合条件的客户顺利转介到下一步的代理阶段。
你快速建立信任的能力、清晰而富有同情心的沟通能力，以及有目的性地推动对话前进的能力，对于让来电者感到知情、得到支持并有信心采取下一步行动至关重要。
这是一份节奏快的职位，适合有法律接待、销售、客户服务、呼叫中心或任何类型的客户获取背景的人士，他们能在高工作量的环境中表现出色，并懂得如何在同理心与绩效之间取得平衡。
良好的英语沟通能力是这个职位成功的关键。
主要职责
- 通过电话和网页表单回应来电，为寻求缺陷车辆（柠檬法）索赔法律援助的消费者提供及时、周到的支持。
- 进行简短（5-8分钟）、富有同理心的调查通话，收集和评估必要的柠檬法案件信息，包括车辆信息、缺陷历史、维修尝试、保修状态以及购买或租赁详情。
- 使用假设性和咨询性的方法，引导符合条件的消费者进入下一步的代理流程，包括启动委托协议并根据需要协调及时的后续跟进。
- 准确地在 Hubspot 中记录所有来电者信息、案件细节和结果，确保数据的准确性和完整性。
- 管理跟进工作，对未完成的案件进行跟踪和处理。
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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 (Mountain Time.)
- 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.
- 10 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.
Salary: $5-$8 Hourly DOEOriginally posted on Himalayas