After-Hours PC Call Handler (Personal Injury Intake Specialist)
Hours: Evenings, Nights, Weekends (On-Call Required) *MUST HAVE TWO YEARS GA PI EXPERIENCE Monday-Friday: 5:00 PM – 10:00 PM Saturday-Sunday: 9:00 AM – 10:00 PM Holidays: 9:00 AM – 10:00 PM Reports To: Firm Administrator Position Overview We are seeking a highly responsive, detail-oriented After-Hours PC Call Handler to serve as the first point of contact for potential new clients (PCs) outside of standard business hours. This is not a passive answering role. This position requires urgency, emotional intelligence, and sales awareness—because every call is a potential high-value case. You are the first impression of the firm. Your job is to capture, qualify, and convert. Core Responsibilities3. Lead Conversion4. Data Entry & Documentation5. Escalation & Handoff6. Professional Communication
- Immediate Call Response
- Answer all after-hours PC calls within required timeframes:
- Weekdays: Return missed calls within 10 minutes
- Weekends: Return missed calls within 10 minutes
- Handle inbound and outbound follow-up calls promptly
- Answer all potential client calls
- Respond to website leads
- Complete intake in CasePeer
- Schedule attorney consultations when needed
- Send follow-up text messages
- Escalate emergency matters immediately
- Client Intake & Case Qualification
- Gather critical case details, including:
- Date of incident
- Type of accident (auto, trucking, rideshare, pedestrian, wrongful death, premises liability)
- Injuries and treatment status
- Insurance information
- Identify high-value indicators (severity, liability, coverage)
- Build rapport quickly with injured callers
- Clearly communicate firm value:
- Litigation capability
- Policy limit focus
- Client-first fee structure
- Secure signed retainers or move the lead to the next step
- Accurately enter all call details into Case Management Software (e.g., CasePeer)
- Ensure all notes are clear, complete, and actionable
- Flag urgent/high-value cases for immediate escalation
- Escalate:
- Severe injury, commercial or wrongful death cases
- Time-sensitive matters
- High-policy-limit opportunities
- Coordinate seamless handoff to in-house team for next business day follow-up
- Maintain a calm, confident, and empathetic tone
- Represent the firm with professionalism and authority at all times
- Handle distressed or emotional callers with care and controL
Performance Expectations (Non-Negotiable)
- Speed: Response times strictly enforced
- Accuracy: No incomplete intakes
- Conversion: Measured on signed cases / qualified leads
- Availability: Must be reachable and dependable during assigned shifts
- Discretion: Handle sensitive client information with confidentiality
Required Qualifications
- Must have minimum two (2) years experience in Georgia personal injury
- Strong communication and listening skills
- Ability to think quickly and control conversations
- Comfortable discussing injuries, accidents, and legal processes
- Tech proficiency (CRM/case management systems)
- Reliable internet and quiet work environment
Preferred Qualifications
- Prior experience with U.S. personal injury law firms
- Familiarity with CasePeer or similar systems
- Proven track record in lead conversion or intake sales
Compensation:
- Base pay: $20-$25/hour (Atlanta market)
- Independent Contractor Position
- Plus signed-case bonus:
- $50-$100 per retained case
- Additional bonus for high-value cases
This is a remote position.