BZ- Legal Customer Service Agent

Location: 160

Newtown Barracks Road

2nd Church Street

Belize City, Belize

Job :781

# of Openings:1

Legal Customer Service Agent

Location: Belize City, Belize — In Office

Office Address: 160 Newtown Barracks Road

Channel: Design Only — No Calls

Start Date: September 11, 2026

Monday – Friday | 7:00 AM – 6:00 PM

This customer support program partners with a U.S. law firm to help connect individuals with legal assistance. Every day, individuals reach out seeking help after experiencing situations such as car accidents, workplace injuries, medical malpractice, sexual assault, or other legal matters.

As the first point of contact, our team listens to each caller, gathers important information, and determines whether their situation meets the law firm's current qualifications. If the caller qualifies, their information is transferred to the appropriate legal team for the next steps. If they do not qualify, the interaction is handled professionally, respectfully, and with empathy.

Our goal is to provide compassionate customer service while helping individuals take the first step toward receiving the legal support they may need.

The Lead Qualifier – Customer Support Specialist is responsible for handling inbound calls from individuals seeking legal assistance. Using a guided questionnaire and web-based systems, the specialist will collect accurate information about each caller's situation and determine whether the individual meets the current qualification requirements.

This position requires excellent listening and communication skills, strong attention to detail, empathy, sound judgment, and the ability to work efficiently in a fast‑paced environment. Every interaction is an opportunity to provide professional support and help individuals connect with the appropriate resources.

• Answer a high volume of inbound calls from potential clients.
• Follow a structured questionnaire to gather information and determine caller eligibility.
• Accurately document caller information in multiple web-based CRM and case management systems.
• Identify and appropriately transfer qualified callers to the designated legal team.
• Properly document the outcome and details of each interaction.
• Follow established procedures and remain informed of changing case qualification requirements.
• Maintain professionalism, empathy, confidentiality, and respect during every interaction.
• Protect sensitive caller information and follow all applicable company policies and procedures.
• Manage multiple computer applications and systems while actively assisting callers.
• Meet established attendance, quality, productivity, and performance expectations.
• Escalate questions or situations that fall outside established guidelines to the appropriate team or supervisor.

• Excellent English communication skills with clear pronunciation and professional verbal communication.
• Medical knowledge or healthcare experience is preferred, as many inquiries may involve medical conditions, injuries, or related circumstances.
• Previous customer service, call center, lead qualification, intake, legal support, or related experience is preferred.
• Experience working with multiple computer applications, CRM platforms, or web-based systems.
• Comfortable handling back-to-back inbound calls in a fast-paced environment.
• Strong attention to detail and accurate data entry skills.
• Ability to follow structured processes, scripts, questionnaires, and qualification guidelines.
• Strong organizational and time-management skills.
• Professional, dependable, and customer-focused.
• Ability to maintain confidentiality when handling sensitive information.
• Ability to work independently while also contributing effectively to a team.

• Demonstrates patience, understanding, and compassion when assisting individuals who may be experiencing stressful or difficult situations.
• Maintains a professional and respectful approach throughout every customer interaction.
• Demonstrates a genuine commitment to providing a positive customer experience.

• Communicates clearly, professionally, and confidently with…