About the Position
We are seeking a bilingual English/Spanish Customer Service Representative to join our law firm serving consumers who are dealing with debt-related legal matters.
This is a remote position for a motivated, professional, and compassionate individual who enjoys helping people and is comfortable handling both inbound and outbound calls.
The Customer Service Representative will communicate with clients and prospective clients in English and Spanish, respond to questions, conduct follow-up calls, assist with scheduling and documentation, and help ensure clients receive timely and professional support.
Key Responsibilities
- Handle a high volume of inbound and outbound calls with clients and prospective clients.
- Communicate professionally and effectively in both English and Spanish.
- Answer inbound calls and assist clients with general questions regarding firm processes, appointments, documentation, and next steps.
- Make outbound calls to prospective and existing clients for follow-ups, appointment reminders, document requests, and other client-service needs.
- Follow up with leads and clients in a timely and professional manner.
- Provide compassionate and professional service to individuals experiencing financial stress.
- Schedule consultations, appointments, and follow-up calls.
- Gather and accurately document client information and communications.
- Maintain detailed and accurate records in the firm's CRM/client management system.
- Update client records following inbound and outbound communications.
- Identify issues that require attorney or legal-staff involvement and appropriately escalate them.
- Follow established scripts, procedures, and quality standards when applicable.
- Protect confidential client information and follow all firm privacy and security procedures.
- Work closely with attorneys, paralegals, intake specialists, and other team members.
- Meet established goals for call quality, productivity, responsiveness, documentation, and client satisfaction.
Qualifications
- Fluent in English and Spanish, both verbally and in writing.
- Previous customer service, call center, intake, sales, client service, or similar experience preferred.
- Comfortable making and receiving a significant volume of inbound and outbound telephone calls.
- Excellent verbal communication and active-listening skills.
- Professional, friendly, confident, and empathetic personality.
- Ability to remain calm and professional when dealing with frustrated or stressed clients.
- Strong attention to detail and organizational skills.
- Comfortable working independently in a remote environment.
- Ability to multitask while maintaining accuracy and professionalism.
- Comfortable using computers, CRM systems, email, phone systems, and standard office software.
- Previous experience in a law firm, consumer debt, financial services, collections, or other client-focused environment is a plus.
Remote Work Requirements
This is a remote position. Candidates must have:
- Reliable high-speed internet.
- A quiet, professional workspace suitable for handling confidential client calls.
- A reliable computer and telephone/headset setup.
- Ability to work scheduled hours consistently and maintain reliable attendance.
- Ability to communicate professionally with clients by phone, email, and online systems.
Important Legal Disclaimer
This is a customer service and client-support position and does not involve providing legal advice. The Customer Service Representative will not interpret the law, provide legal opinions, or make legal decisions on behalf of clients. Questions requiring legal advice will be referred to the appropriate attorney or qualified legal staff member.
What We Offer
- Remote work
- Competitive compensation
- Paid time off
- Paid holidays
- Health, dental, and vision benefits
- Professional and supportive remote work environment
- Opportunities for professional growth
- The opportunity to make a meaningful difference for consumers facing financial challenges
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Work Location: Remote
