Legal Customer Service

Essential Responsibilities and Duties

• Respond to client inquiries via email, phone, or chat, providing timely and accurate information

• Coordinate communication between clients and team members

• Provide clients with updates on their case status and next steps in the process

• Maintain a high level of professionalism and empathy in all client interactions

• Resolve client concerns and escalate complex issues to the appropriate legal team member

• Document all client interactions in the case management system

• Collaborate with the legal team to improve client service procedures

• Stay informed about changes in immigration laws and firm policies

• Additional related duties as required

Required Qualifications

• Previous experience in customer service, ideally in a legal or immigration setting

• Strong verbal and written communication skills

• Proficiency in English; additional language skills are a plus

• Excellent interpersonal and problem-solving abilities

• Familiarity with legal case management software and Microsoft Office Suite

• Ability to handle sensitive information with discretion and confidentiality

• Highly organized and able to multitask effectively

• Ability to work independently in a remote environment

Technical Requirements

• Computer: Intel i5 (8th Gen+) or AMD Ryzen 5 (3000+), or Mac M1+. Min. 8 GB RAM, 256 GB SSD.

• OS: Windows 11 or macOS.

• Monitors: Two screens required.

• Headset: USB wired or wireless.

• Internet: Wired connection, at least 20 Mbps.
   

Key Performance Indicators

• Client Satisfaction: Maintain high levels of client satisfaction through responsive and empathetic customer service, ensuring positive feedback and repeat business.

• Communication Effectiveness: Demonstrate clear, effective communication with clients by providing timely, accurate information via email, phone, or chat.

• Case Management: Ensure accurate and organized documentation of all client interactions and case updates in the designated management system.

• Issue Resolution: Resolve client concerns promptly and effectively, aiming for a high resolution rate and minimal escalations.

• Team Collaboration: Collaborate effectively with legal teams to ensure seamless communication and client service, thereby improving client satisfaction.

• Continuous Learning: Stay informed about changes in immigration laws and firm policies, applying updated knowledge to better serve clients and improve service delivery.

Work Environment

• Full-Time Contractor

• Remote work

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

Salary and Benefits

• Salary Rate: $7.00 per hour; 40 hours per week.

• Benefits: 

• Paid Time Off

• Mental Health Days

• Office Holidays

Application Process

You may apply to our career page: https://alonsoandalonsolaw.wd503.myworkdayjobs.com/Alonso
 

Physical Demands

This position primarily involves sedentary work, requiring the ability to sit for extended periods while using a computer, phone, and other office equipment. Must handle typing and data entry tasks efficiently.
 

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.

Disclaimer

By applying for this position, you agree that our company uses a live monitoring system to monitor work activities. This system is in place to ensure productivity, security, and compliance with company policies. Your application indicates your consent to be monitored during your working hours.