New Case Digital Response Specialist

Description

At GOLDLAW, a personal injury law firm, we believe our employees' happiness, health, and engagement directly contribute to our clients' customer service. It has topped South Florida Sun-Sentinel’s top workplace to work for three consecutive years. We provide exceptional legal services and achieve favorable outcomes for our clients. Our commitment is to prioritize our employees while we work diligently, to grow the organization, and to enjoy life, given our benefit plans and competitive compensation. We are currently seeking a skilled and motivated professional to join our Team!

POSITION SUMMARY: NOT A REMOTE POSITION ( IN PERSON ONLY)

The New Case Digital Response Specialist will be the key point person for monitoring and instantly responding to all incoming digital leads. This role efficiently distributes leads to the New Case Team Specialists or referral attorney network to ensure timely client engagement and maximize case conversion rates. The ideal candidate must have a strong sense of urgency, be highly detail-oriented, and have a competitive spirit to drive success in lead response times and case acquisition.

Benefits

• Competitive hourly rate based on experience.
• Medical, Dental, and Vision
• Group Life Insurance and Accidental Death & Disability
• Short -Term and Long-Term Disability
• Employee Assistance Program (EAP)
• 401K with company-matching.
• 3 weeks paid time off (PTO)
• 10 paid holidays
  
  

Requirements

JOB REQUIREMENTS

• High School or equivalent
• Optional of 2 years’ experience in customer service or call center professional.
  
  

Key Responsibilities

• Monitor and respond instantly to all incoming digital leads, ensuring potential clients receive immediate engagement within 30 seconds to 45 seconds.
• Direct and forward all lead inquiries to appropriate new case consultant or referral attorney partner network
• Confirm or verify basic information to assess if the potential client is the right fit for our services.
• Address any concerns or hesitation the lead may have and provide reassurances.
• Encourage the lead to take the next step, provide basic GOLDLAW details, and verify their contact details.
• Track and distribute leads to the appropriate New Case Team Specialists based on availability, expertise, and caseload.
• Ensure all leads are addressed in real time, adhering to firm protocols and response time goals.
• Utilize case management software and CRM tools to track lead statuses, ensuring accurate documentation and follow-up with scripts provided to effectively assist and service leads.
• Provide real-time reporting and updates on lead flow, response times, and team performance
  
  

Core Competencies

• Must have a strong sense of urgency, a detail-oriented mindset, and a competitive drive to succeed.
• Prior experience in customer service or legal preferred but not required.
• Strong organizational skills with the ability to prioritize tasks and multitask in a fast-paced environment.
• Excellent communication and teamwork abilities.
• Ability to work under pressure and meet deadlines.
• Bilingual Spanish Written a plus
  
  

Work Environment

This job operates in a professional office setting as well as working out in the field with the public at events. This role routinely uses standard office equipment. Manual dexterity, physical mobility, and some physical strength/stamina.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to successfully complete most office tasks that require any physicality, which is limited in this position.

GOLDLAW is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.