About the position Alert Communications is a 24/7/365 live answering service exclusively serving the legal industry. We handle leads, intake and client support for law firms and legal professionals across all practice areas. As a Bilingual Intake Specialist, you will be the vital first point of contact for potential clients calling into our partner law firms. Your role involves accurately classifying and qualifying leads, delivering top-tier customer service in both Spanish and English, and ensuring a seamless intake experience all while representing both Alert Communications and our legal partners with professionalism and empathy. In this role, you will provide exceptional bilingual service by fluently managing inbound calls in both Spanish and English, adapting your professional tone to meet each caller's unique needs. You are responsible for accurately gathering and inputting information into proprietary systems using scripted prompts while strictly adhering to account-specific protocols and escalation procedures. Ultimately, you will be expected to meet performance and productivity goals through the honest and efficient use of all time and system resources.

Responsibilities

• Accurately classifying and qualifying leads.
• Delivering top-tier customer service in both Spanish and English.
• Ensuring a seamless intake experience.
• Representing Alert Communications and legal partners with professionalism and empathy.
• Fluently managing inbound calls in both Spanish and English.
• Adapting professional tone to meet each caller's unique needs.
• Accurately gathering and inputting information into proprietary systems using scripted prompts.
• Strictly adhering to account-specific protocols and escalation procedures.
• Meeting performance and productivity goals through the honest and efficient use of all time and system resources.

Requirements

• Must reside in Arizona (We do not hire out of Flagstaff).
• Fluent written and verbal communication in English and Spanish is mandatory.
• Must be able to work both weekend days (Saturday and Sunday) and be available for Holidays.
• Prior Experience in customer service, call centers, sales or hospitality (legal industry preferred).
• Proficiency using computers and multiple screens/systems.
• Minimum of 35 WPM typing speed.
• Passion for helping others.
• High speed Fiber or Cable internet only (no satellite, DSL or WiFi).
• Minimum 15 Mbps upload/5 Mbps download internet speed.
• Must use a direct Ethernet cable connection to your modem/outer.
• Must have a PC/Laptop (Windows 11 or higher).
• Must have a wired USB headset with a mic.
• No Apple/Macbooks/Tablets.

Benefits

• Full Medical
• Dental
• Vision
• Paid Vacation
• 401K with Company Matching
• Free Life Insurance Policy
• Legal Assistance
• Employee Stock Ownership