Virtual Intake Specialist

Position Title: Virtual Intake Specialist

Firm Mission Statement

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.

Schedule: Tuesday to Friday 1pm-10pm EST & Saturday 8am-5pm EST

Payrate: $6/hr + Commissions

Position Overview

The Virtual Intake Specialist performs the initial virtual or video consultation with our clients to determine which of our services best fits their specific situation. This role involves gathering information, assessing client needs and ensuring a smooth entry into the firm. The Virtual Intake Specialist plays a crucial role in providing excellent customer service and supporting the firm’s operational efficiency.

Essential Job Functions & Responsibilities

1. Learn, memorize, and research the case types we offer at the firm based on Attorney’s guidelines.
2. Assess the potential client’s situation and initiate a potential case type based on the Attorney’s direction, training, FAQ documents, and other communications.
3. Update and create client information in case management system including follow-up events, notes, and payment information.
4. Review case pricing with clients and determine their best payment option to start a potential case type.
5. Utilize the Attorney’s approved ethical sales scripts to convert potential leads into admitted clients.
6. Convert potential leads into clients based on the benefits and values of each case type.
7. Schedule and follow up with all leads that have potential case types to clarify information, answer questions, and encourage engagement with the firm.
8. If eligible, based on client’s initial down payment, this individual is responsible for scheduling the sign-up appointment.
9. Responsible for sending contracts to clients prior to down payment.
10. Provide initial assistance with escalating or handling phone calls from dissatisfied clients or clients requesting additional information.

Essential Skills, Knowledge & Abilities

1. Possess excellent bilingual (English and Spanish) interpersonal and communication skills, both written and verbal.
2. World-class customer service skills.
3. Proven ability to meet deadlines and time manage themselves.
4. Impeccable organizational skills and attention to detail.
5. Strong problem-solving skills.
6. Proficient with Microsoft Office Suite or related software.

Minimum Qualifications

1. Bilingual (Spanish English) B2+ to C1.
2. Proficient with Microsoft Office Suite or related software.
3. High School Diploma or equivalent experience.

Reporting Relationship

While this role does not have direct reports, the ability to work with all internal team members is a critical success factor.

Physical Demands & Work Environment

The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to primarily sit, stand or walk; handle or feel objects, reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision and ability to focus. The team member must be able to lift to five (5) pounds, as needed, without assistance. Prolonged periods of sitting at a desk and working on a computer.

While performing duties of this job, the team member is regularly exposed to an assigned office locations or the team member’s home office.