Virtual Client Services Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Virtual Client Services Support based in United States.

This role serves as a key first point of contact for prospective clients seeking legal assistance. You will manage inbound and outbound communications, qualify potential clients, coordinate consultations, and ensure inquiries are handled promptly and professionally. The position combines client service, administrative coordination, CRM management, and bilingual communication. You will maintain accurate client information, prepare summaries and documentation, and support attorneys with organized case information. Success requires strong communication, attention to detail, initiative, and the ability to manage multiple priorities independently. This is a fully remote, long-term opportunity within a collaborative and client-focused environment.

Accountabilities:

• Serve as the primary point of contact for prospective clients throughout the intake process, creating a professional, responsive, and supportive client experience.
• Answer inbound calls from potential clients, return missed calls and voicemails, and conduct outbound follow-ups to ensure inquiries receive timely attention.
• Qualify first-time callers using established intake procedures and training materials while gathering accurate information relevant to their needs.
• Monitor referrals from call-answering services, identify referrals that fall outside the appropriate jurisdiction, and ensure inquiries are routed or handled appropriately.
• Manage prospective clients within the CRM pipeline, maintaining accurate records and completing timely follow-ups across phone, voicemail, email, and online channels.
• Upload, organize, and maintain client documentation while preparing client summaries, case information, and agreements for attorney review.
• Coordinate consultations by scheduling in-person meetings, phone calls, and Google Meet appointments, as well as processing consultation payments and distributing payment links when required.
• Translate written and verbal communications between English and Spanish when needed, ensuring clear and accurate communication with clients and internal stakeholders.
• Prepare and present biweekly and monthly reports for leadership, providing accurate information on intake activity and performance.
• Take ownership of assigned workflows, ensuring that no prospective client inquiry is left unattended and that communication remains timely throughout the intake process.

Requirements:

• At least 1 year of experience in a client-facing position, such as customer service, sales, client support, or a similar role.
• Advanced or native-level English proficiency, with excellent written and verbal communication skills.
• Strong Spanish communication skills, with the ability to translate written and verbal communications between English and Spanish when required.
• Excellent telephone communication and interpersonal skills, with a professional, empathetic, and client-focused approach.
• Strong organizational and time management abilities, with the capacity to manage multiple tasks while maintaining accuracy and attention to detail.
• Comfortable working independently, taking initiative, and managing responsibilities without constant supervision.
• Ability to learn new systems, processes, and technologies quickly and adapt to evolving workflows.
• Professional communication style and a strong commitment to delivering a positive client experience.
• Familiarity with tools such as Slack, Google Workspace, Microsoft Office, Clio Grow, Dropbox, or Vonage is relevant to the role.
• Availability to work Monday through Friday from 8:30 AM to 5:30 PM Pacific Time.

Benefits:

• Monthly compensation ranging from $1,142 to $1,220 USD.
• Competitive salary structure with potential bonus opportunities.
• Paid Time Off.
• 100% remote, home-based work environment.
• Full-time, long-term career opportunities.
• Parental leave.
• Professional development and training opportunities.
• Dedicated team support throughout the role.
• Opportunity to work in an environment focused on alignment with clients' core values.