Intake & Customer Service Specialist

U.S. Immigration Law Firm | Full-Time | Remote (Colombia)Position Overview
We are a U.S. immigration law firm looking for an Intake & Customer Service Specialist to serve as the first point of contact for prospective clients and a trusted resource for existing ones. This is a full-time, remote position based in Colombia.
The role blends intake, sales, customer service, scheduling, and administrative support. The person we hire will manage a high volume of leads and client communications, coordinate multiple attorney calendars, and keep the office running smoothly day to day.
This is not an entry-level, script-following role. We need someone who thinks for themselves, takes ownership of their work, catches problems before they become issues, and gets things done without needing to be reminded or checked on. If you take pride in being the person who never drops the ball, this position is built for you.
Key Responsibilities
Intake & Sales
Respond to new leads promptly, gather intake information, and schedule consultations.
Follow up consistently with prospective clients until they book, decline, or go cold — no lead sits untouched.
Confidently handle common sales objections, pricing questions, and requests for discounts after training on the firm's approach.
Track lead status and consultation outcomes accurately in firm systems.
Client Communications
Manage day-to-day communication with existing clients by phone, email, text, and shared inboxes.
Make sure every client inquiry is reviewed, addressed, followed up on, or escalated every business day — nothing waits more than one business day for a response.
Distinguish between administrative questions you can answer directly and matters that require legal advice from an attorney, and route the latter appropriately.
Scheduling & Calendar Management
Manage multiple attorney and staff calendars in a high-volume office.
Check availability across calendars before confirming any appointment, and catch conflicts before they become double bookings.
Anticipate scheduling issues ahead of time rather than reacting to them after the fact.
Administrative Support
Assist existing clients with administrative tasks and basic legal document preparation as directed.
Keep client records, case notes, and firm systems accurate and current.
Take ownership of assigned tasks from start to finish, following up on your own until they're done — without a supervisor needing to check in.
Required Qualifications
Fully bilingual in English and Spanish, both written and spoken, with the ability to communicate clearly and professionally with clients in either language.
Proven ability to work independently and manage your own workload without close supervision.
Strong track record of following through on commitments and completing tasks without being reminded.
Excellent attention to detail, particularly with dates, deadlines, client information, and scheduling — errors in this area directly affect clients' legal matters.
Comfortable managing multiple calendars and coordinating schedules across several people at once.
Strong written and verbal communication skills in both English and Spanish.
Reliable internet connection and a quiet, professional home work environment suitable for phone and video calls.
Availability to work Monday–Friday, 9:00 AM–5:00 PM CST.
Preferred Qualifications
Prior experience in a law firm, especially an immigration law firm.
Experience in customer service, intake, sales, scheduling, or operations in a high-volume professional environment.
Experience handling sales conversations, objections, or pricing discussions.
Familiarity with case management or CRM systems.
Core Competencies
Critical thinking and judgment. You size up a situation, weigh what matters, and make a sound call — you don't just follow a process mechanically when the situation calls for something else.
Autonomy. You do your job well without someone checking in on you. You don't need reminders to do what's already been asked of you.
Ownership and follow-through. When something is assigned to you, you see it through to completion and track it until it's actually done — not just started.
Accuracy under volume. You keep dates, deadlines, client details, and calendars correct even when the office is busy and moving fast.
Prioritization. You can tell the difference between what's urgent and what can wait, and you plan ahead instead of reacting to whatever comes up last.
Proactive communication. You flag problems, suggest better ways of doing things, and don't wait to be asked.
Schedule
Full-time, Monday–Friday, 9:00 AM–5:00 PM CST. Fully remote, based in Colombia.
Compensation
Based on experience.

Work arrangement
Yes