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

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