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.