Role Description As a Customer Service Representative, you will serve as the first point of contact for potential clients, ensuring their inquiries are handled promptly, professionally, and with care. This role involves managing inbound and outbound client communications, qualifying leads, and supporting the intake and legal teams throughout the client onboarding process. The ideal candidate will be confident in a sales-driven intake environment while maintaining empathy and professionalism when dealing with sensitive personal injury cases. - Handle inbound and outbound calls with professionalism, empathy, and confidence. - Engage with potential clients to assess their situation and qualify leads based on case criteria. - Use a sales-driven approach to convert qualified leads into signed clients. - Accurately document client information and case details in CloudLex or the firm’s case management system. - Follow intake scripts, workflows, and qualification guidelines to ensure consistency and accuracy. - Schedule consultations and coordinate next steps with attorneys and case managers. - Conduct follow-ups with potential clients to improve conversion and intake efficiency. - Identify urgent or high-priority cases and escalate them appropriately. - Provide clear, professional communication to ensure clients feel supported throughout the intake process. Qualifications - 1+ year of experience in intake, sales, customer service, call center, or administrative roles (U.S. law firm experience is highly preferred). - Personal Injury law firm experience is a strong advantage. - Experience using CloudLex or similar case management/CRM systems is preferred. - Strong English communication skills, both written and verbal. - Proven sales ability in lead qualification, conversion, or client onboarding. - Ability to work in a fast-paced, high-volume environment with accuracy and professionalism. - Strong empathy, patience, and confidence when handling client conversations. - Excellent attention to detail and strong documentation skills. - Self-motivated, organized, and able to follow structured processes independently. Requirements - Position: Customer Service Representative - Remote Status: Fully Remote - Preferred Location: Latin America - Working Hours: 9 am - 6 pm EST - Holidays: US Federal Holidays - Salary: USD 1000 - USD 1200 per month - Internal Job ID: 1351

Role Description We’re looking for a full-time Customer Experience Representative to join our fully remote team. This role requires a 40-hour work week with a consistent, fixed schedule. We’re seeking individuals who are dependable, punctual, and ready to maintain reliable availability during their assigned hours. In this position, representatives are expected to stay actively engaged throughout their shift — managing calls and tickets continuously, except during scheduled breaks. We are currently hiring two representatives for the following shifts (all times are EST): - Monday - Wednesday, 11:30 am - 8:00 pm EST - Saturday / Sunday, 9:30 am - 6:00 pm EST Reps are expected to work the full duration of their scheduled shift. Schedule flexibility is not available, and unpaid time off is not permitted except under approved circumstances outlined in company policy. Qualifications - Collaborative, customer-focused professional - Clear communication skills with customers, carriers, teammates, and leadership - Comfortable using tools like Google Workspace and Zendesk - Experience with logistics or carrier platforms is a plus - Organized and detail-oriented - Able to prioritize effectively across routine tasks and urgent needs - Comfortable working independently for long stretches - Adaptable and open to feedback - Thrive in a changing environment Requirements - Handle customer interactions across phones, email, chat, and case management systems, ensuring timely, accurate, and courteous responses - Apply strong knowledge of company products, services, policies, and processes to resolve inquiries effectively - Follow established department and team workflows, tools, and expectations to maintain consistency and high-quality service - Collaborate with teammates and cross-functional partners to resolve customer issues, coordinate solutions, and share insights - Proactively identify and escalate potential service gaps, process challenges, or customer pain points to leadership - Contribute to team initiatives and meetings, supporting both business priorities and continuous improvement efforts - Maintain accurate and complete documentation of interactions in the company’s CRM (e.g., Zendesk) and related systems Success will be measured by: - Consistent achievement of service metrics (e.g., response time, resolution rates, customer satisfaction) - Positive contributions to team collaboration, culture, and knowledge sharing - Demonstrated growth in product knowledge, process expertise, and adaptability

• Provide routine customer service and policy support to agents and carriers • Communicate with agents and carriers via multiple channels (phone, chats, emails) • Research, resolve, and clearly communicate customer inquiries in accordance with established service standards • Maintain a working knowledge of products, services, and promotions • Review and process applications, binders, endorsements, and other documentation required for policy issuance

• Representing our company by being the contact person for our patients. • Screening patients (no sales calls, pure customer service). • Being part of the team, where your main task is to help doctors and patients to connect with each other.