Remote Receptionist (Belize, Costa Rica, Jamaica, Mexico)

The role

You will be the front door of the firm. Every inbound call comes to you first. Your job is to answer quickly and warmly, find out who the caller is and what they need, and get them to the right person on our team, every time, without guessing. You will also make sure every call and every web inquiry is recorded accurately in our CRM (HubSpot) so nothing falls through the cracks.

This is a reception and routing role. You will not give legal advice and you will not conduct intake interviews. You will be trained on our scripts, routing rules, and systems, and you will be held to clear, measurable standards.

This is a remote, independent contractor position, open to candidates living in Belize, Costa Rica, Jamaica, or Mexico. Shifts are scheduled between 8:00 a.m. and 6:00 p.m. U.S. Central Time, so the phone line has full coverage during business hours.

What you will do

• Answer all inbound calls on our cloud phone system (3CX) using the firm greeting, within two rings whenever possible.
• Identify each caller: a potential new client, an existing client, opposing counsel or a court, a vendor, or other.
• Route potential new clients to an available Intake Paralegal by warm transfer. When no one is available, capture basic contact information and the general nature of the call, and create a follow-up task in HubSpot so an Intake Paralegal calls them back.
• Route existing clients to the paralegal or case manager assigned to their matter, following the firm's client call routing protocol, even when the caller asks for the attorney by name.
• Recognize and escalate true emergencies immediately according to firm protocol.
• Log every call in HubSpot, create or update contact records, and avoid duplicates.
• Process website inquiry forms within 15 minutes of submission and route them to the appropriate team.
• Take clear, accurate messages and route them through HubSpot tasks or Microsoft Teams.
• Maintain HubSpot data quality during slower periods (duplicate checks, missing fields, stale records), following firm procedures.
• Coordinate coverage with the other receptionists so the phone line is never unattended during business hours.

What this role does not include

• Giving legal advice or opinions about whether someone has a case
• Conducting intake interviews or collecting documents from callers
• Handling physical mail, deliveries, or visitors

What you need to succeed

• Native or near-native spoken and written English, with a clear, professional phone voice
• At least 2 years of experience in a phone-based role: call center, customer service, reception, or front desk
• Calm, empathetic communication with callers who may be upset, emotional, or frustrated
• Strong judgment and discipline in following procedures exactly, including knowing when to take a message instead of guessing
• Accurate typing and data entry while talking
• Comfort learning new software quickly (HubSpot, cloud phone systems, Microsoft Teams)
• Absolute discretion: you will hear confidential and sensitive information every day

Preferred

• Experience at a law firm, medical office, or other setting handling confidential information
• Experience with HubSpot, Salesforce, or another CRM
• Experience with 3CX or another VoIP phone system

Home office requirements

• A quiet, private workspace free of background noise, where calls cannot be overheard
• Reliable wired internet of at least 10 Mbps upload and download
• A backup internet connection (such as a mobile hotspot) for outages
• The Firm will provide a laptop and headset

How success is measured

• Call answer rate of 99% or higher during scheduled hours
• Calls answered within two rings
• Web inquiries processed within 15 minutes
• 100% of calls logged in HubSpot with required fields complete
• Positive feedback in regular call quality reviews

Compensation

• Rate: US$6 to US$8 per hour, depending on experience, paid to you as an independent contractor