Legal Customer Service Agent (Lead Qualifier)

About the role

A customer support program partners with a U.S. law firm to connect people with legal assistance. As the first point of contact, the agent listens to callers, gathers information and decides whether their situation meets the firm's current qualification requirements. Qualified callers are passed to the legal team; others are handled professionally and empathetically. The position is full-time, in office in Belize City, with shifts Monday to Friday between 7:00 AM and 6:00 PM and no weekend work.

Key responsibilities

• Answer a high volume of inbound calls from potential clients.
• Follow a structured questionnaire to gather information and determine caller eligibility.
• Document caller information accurately in multiple web-based CRM and case management systems.
• Transfer qualified callers to the designated legal team and record the outcome of each interaction.
• Follow established procedures and stay informed of changing qualification requirements.
• Maintain professionalism, empathy, confidentiality and respect, and protect sensitive caller information.
• Manage several computer applications while assisting callers, and escalate issues outside the guidelines to the right team or supervisor.
• Meet attendance, quality, productivity and performance expectations.

Required profile

• Excellent English communication skills with clear pronunciation.
• Preferred: medical knowledge or healthcare experience, as many inquiries involve medical conditions or injuries.
• Preferred: previous customer service, call center, lead qualification, intake, legal support or similar experience.
• Comfortable handling back-to-back inbound calls in a fast-paced environment.
• Strong attention to detail, organization and time management, and ability to work independently and as part of a team.

Required skills

• Experience with multiple computer applications, CRM platforms or web-based systems.
• Accurate data entry and ability to follow scripts, questionnaires and qualification guidelines.