Organization: Alonso & Alonso Attorneys at Law, PLLC
Department: Sales Inbound – Outbound
Reports To: Acting Intake Supervisor
Employment Type: Full-Time Contractor
Location: Remote

About Us

At Alonso & Alonso, we provide personalized attention and services tailored to meet the unique needs of every client. We accomplish this through client education, consistent communication, detailed case assessments, and customized legal strategies designed around each individual’s circumstances.

Essential Responsibilities and Duties

Team Leadership & Support

• Supervise, motivate, and mentor Client Engagement Specialists to achieve conversion goals, quality standards, and client satisfaction benchmarks.

• Provide real-time coaching, feedback, and performance support to improve team effectiveness and consistency.

• Conduct mandatory weekly one-on-one meetings with each team member to review performance, provide coaching, discuss development opportunities, and address operational challenges.

• Deliver structured feedback using the COIN Method (Context, Observation, Impact, Next Steps) to ensure clear, actionable, and growth-oriented communication.

• Accurately document coaching sessions, performance discussions, feedback, corrective actions, and development plans within Workday (WD) in accordance with company standards and leadership expectations.

• Foster a positive, accountability-driven, and collaborative team culture.

• Support employee engagement, development, and retention initiatives.

Intake Oversight & Client Experience

• Ensure intake specialists deliver professional, empathetic, and client-centered service during all interactions.

• Monitor inbound eligibility screenings and outbound engagement efforts to ensure accuracy, compliance, and effectiveness.

• Assist with escalated client situations and guide complex interactions.

• Promote consistent follow-up practices to minimize lead drop-off and maximize conversion opportunities.

• Ensure all client interactions, notes, dispositions, and pipeline updates are properly documented within Litify and Salesforce.

Conversion Strategy Development

• Partner with Sales and Intake leadership to refine scripts, sales techniques, workflows, and engagement strategies.

• Support initiatives designed to improve consultation bookings, conversion rates, and overall client experience.

• Reinforce consultative sales techniques and empathy-driven communication practices across the team.

• Analyze pipeline trends and CRM data within Litify and Salesforce to identify opportunities for improving conversion performance.

Performance Monitoring & Reporting

• Track individual and team KPIs, including consultation bookings, conversion rates, quality scores, outbound activity, follow-up compliance, and response times.

• Identify performance trends, coaching opportunities, and operational gaps.

• Prepare reports and insights that support data-driven decision-making and continuous improvement efforts.

• Maintain accurate and timely documentation of coaching sessions, corrective actions, and employee development progress within Workday (WD).

• Monitor CRM utilization, data accuracy, and workflow compliance within Litify and Salesforce.

Training & Professional Development

• Assist with onboarding and ongoing training initiatives focused on:

  • Client interviewing techniques

  • Immigration service knowledge

  • Litify and Salesforce workflows

  • CRM documentation standards

  • Empathy-driven sales strategies

  • Quality assurance standards

• Conduct coaching sessions and side-by-side performance reviews to improve team capability.

• Reinforce best practices for CRM management, pipeline tracking, and client communication documentation.

Process Optimization & Compliance

• Identify inefficiencies in intake workflows and recommend operational improvements.

• Ensure compliance with intake SOPs, documentation standards, quality assurance expectations, and CRM procedures.

• Monitor data integrity and ensure all client records are accurately maintained within Litify and Salesforce.

• Partner with leadership to support process improvement initiatives that enhance operational efficiency and client experience.

Cross-Departmental Collaboration

• Coordinate closely with Legal, Marketing, Operations, and Sales Consultation teams to align messaging, scheduling, and client experience expectations.

• Participate in leadership meetings, calibration sessions, and operational planning discussions.

• Support departmental projects, contests, and organizational initiatives as assigned.

Required Qualifications

• Minimum 2 years of experience in customer service, intake, sales, or client-facing roles.

• Previous leadership, coaching, or supervisory experience preferred.

• Strong understanding of sales funnels, conversion strategies, and consultative interviewing techniques.

• Bilingual proficiency in English and Spanish (spoken and written) required.

• Excellent verbal and written communication skills.

• Strong analytical, organizational, and problem-solving abilities.

• High emotional intelligence, empathy, and a client-centered mindset.

• Ability to thrive in fast-paced, metric-driven environments.

• Experience using CRM and case management platforms such as Litify and Salesforce preferred.

• Familiarity with legal services and immigration processes strongly preferred.

Technical Requirements`

• Computer: Intel i5 (8th Gen+) or AMD Ryzen 5 (3000+), or Mac M1+

• Minimum 8 GB RAM, 256 GB SSD

• OS: Windows 11 or macOS

• Two monitors required

• USB wired or wireless headset

• Wired internet connection with a minimum 20 Mbps speed

Key Performance Indicators (KPIs) 

1. Team Conversion Rate

Maintain a minimum monthly team conversion rate of 25% from qualified leads to booked consultations, as measured through Litify and Salesforce reporting.

2. Consultation Booking Volume

Drive team performance to achieve a minimum of 350 booked consultations per week, aligned with departmental conversion goals, lead volume forecasts, and operational capacity targets.

3. Quality Assurance (QA) Performance

Maintain an average monthly team QA score of 85% or higher based on internal audits evaluating communication quality, compliance, empathy, CRM accuracy, and documentation standards.

4. Coaching & One-on-One Compliance

Complete and document 100% of weekly one-on-one coaching sessions for all direct reports in Workday (WD) using the COIN feedback method by the end of each workweek.

5. Follow-Up Compliance Rate

Ensure team members complete at least 95% of assigned client follow-ups within established SLA timelines each month.

6. Lead Response Time

Maintain an average first-response time of less than 5 minutes for inbound leads during operating hours, monitored weekly through Litify and Salesforce reporting.

7. Employee Performance Improvement

Develop and implement coaching action plans for underperforming employees, with at least 70% demonstrating measurable KPI improvement within 60 days of documented coaching initiation.

8. CRM Documentation Accuracy

Maintain 95% or higher accuracy in Litify and Salesforce documentation, case notes, and pipeline management based on monthly audit reviews.

Work Environment

• Full-Time Contractor position

• Fully remote work environment

• Collaborative, mission-driven culture with a fast-paced operational dynamic

• Performance-focused environment centered on growth, accountability, and client service excellence

Salary and Benefits

Salary Rate: $12  per hour; 40 hours per week

Benefits:

• Paid Time Off

• Mental Health Days

• Wellbeing Support

Application Process

You may apply through our career page:
Alonso & Alonso Careers

Physical Demands

This position primarily involves sedentary work, requiring extended periods of sitting while using a computer, phone, and office equipment. The role also requires frequent typing, data entry, virtual meetings, coaching activities, and CRM management tasks.

Equal Opportunity Employment Statement

Alonso & Alonso attorneys at law is an equal opportunity employer and is committed to building a diverse and inclusive organization. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, or any other protected characteristic.