CALL CENTER Interviewer Bilingual; English​/Spanish

Overview

A Call Center Interviewer (I) is responsible for interviewing callers to determine whether a caller has a legal problem that can be referred to an attorney. The Interviewer asks substantive questions that are specific to the caller's type of legal problem. Interviewers also provide procedural information to explain what the caller can expect when a referral is made. The Interviewer must give practical, useful information to callers about how to effectively hire and work with attorneys, and how to facilitate the resolution of their concerns or problem, without giving legal advice.

Quickly and efficiently, Interviewers analyze facts in a high call volume setting.

• Make sound decisions.
• Demonstrates patience, energy, and maturity on a consistent basis.
• Refer available attorneys based on caller needs and within the framework of a rotation system.
• Understand and apply LRS policies and procedures.
• Follow state law standards, in making referrals.
• Call attorneys to report the key details and make an appointment for the client.
• Responsible for the daily entry and processing of data needed to complete a referral.
• Correctly documents all pertinent referral information (record concise and accurate notes for each referral).
• Follow-up on all referrals.
• Meet current performance standards.

• Bachelor’s degree a plus.
• Must be a team player.
• Work experience in a high-volume call center is preferred.
• Requires strong customer service (i.e., communication and public relations) skills to receive and convey information clearly and concisely.
• Ability to deal politely yet firmly with callers and exhibit good judgment without being judgmental.
• Must be able to work with individuals of diverse backgrounds.
• Strong computer skills including all Microsoft Office applications and the LRS Referral Service software is required.
• Bilingual English/Spanish, other languages a plus.

Note: All training will be provided on the job. All technical equipment will be provided. Work-from-home telecommuting is required. Must live in Los Angeles County.