Legal Intake Specialist – Lemon Law (Remote, Mexico)

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 you will listen, assess eligibility, and guide potential clients through the intake process using an assumptive, consultative approach.

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 essential 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.
• 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.

Required profile

• 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.

Required skills

• Hubspot
• Typing speed of 45+ WPM while using multiple software platforms

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.