Job Description
Customer Service Receptionist/Intake Specialist role, working with a top Immigration law firm in the state of Texas.
- Answer incoming calls of existing clients, being a primary voice of the law
firm for its existing clients and handling a mix of English and Spanish
immigration clients. 70% English vs. 30% Spanish.
- Many of the English speakers may be immigrants from other countries with
varying degrees of accents, so good listening skills is of upmost importance.
- Take detailed notes of why existing clients are calling and understanding
their case situations through detailed review of their case notes. Connect
them to various areas of the legal department, transfer calls, receive
transferred calls and offer a high-level quality customer service experience.
- Answer incoming calls of new clients, undertake a qualitative analysis of
their case situations and understand their potential immigration needs.
Schedule them for consultations with the right legal department and
coordinate with all aspects of intake qualifications.
- Call volume is reasonable and not overwhelming as standard call center
experiences with many angry and frustrated callers. Average daily call
volume can average between 30-50 calls per day.
- Notes taken in Customer Management Software tool, and the detail and
quality of the notes taken by the Customer Service team, have a direct
impact on the efficiency provided by the legal department to the clients.
- A critical position for gaining exposure to a US immigration legal setting, fully
integrated into the operations of the law firm with an established team of
VAs and also working closely with the US staff.
Work Structure and Hours
- Full-Time Hours 45hrs, per week.
- Monday-Friday, 9AM-6PM Central Standard Time
- Weekends off.
Compensation
- $850 USD Monthly, paid every two weeks [$2.900.000 COP]
- $900 USD Monthly after three months. [$3.050.000 COP]
- $950 USD Monthly after six months. [$3.250.000 COP]
- $1,000-$1,100 USD Monthly after first year anniversary.
[$3.395.000 - $3.720.000 COP]
- The longer you are on the project, you more you earn the economic benefit
of your long-term reliability.
- Two increases in the first six months, with another guaranteed increase at
end of first year.
Requirements
- Must Have - Good English level skills, upper to high level B2 or better on
English standard classification.
- Ideal - Minimum of 2-3 years of Call Center customer service or tech
support experience with a US account or campaign.
- Willing to accept candidates of any background even if Call Center
background is preferred, but must have a willingness, energy, and
motivation to speak with clients on the phone and be available for incoming
calls on a daily basis.
- Excellent English listening skills. Very important to have listening skills and
be able to capture specific details related to diverse client situations.
- Detailed and extensive writing skills. Able to write comprehensive notes in
English and be proactive with internal communication, situational
explanations, and collaborative posture.
- Able to commit exclusively to this project and have it be a long-term
proposition.
- We are looking for someone long-term and not someone interested in a
short-term experience.
- Have a home office space with quiet environment, good quality internet
connectivity, and good quality audio headsets.
Process Guidance
- If you qualify, wait for an email from agency CEO
- We will schedule a one-hour video interview with you to determine if you’re
a good fit.
- If selected, an offer will be made and a start-date outlined.
- Anticipated start-date will be November 1st-10th.
Qualitative Benefits of the job
- Full-time work from home.
- Improve English skills by learning new vocabulary and terminology related
to US immigration legal system
- Large and supportive VA team
- A good opportunity to move beyond Call Center work and begin to work in a
smaller, high-quality US project
- Direct relationship with LOGOS VA agency CEO.
- Long-term opportunity to grow into other areas and job descriptions in this
project or other agency projects.