Client Experience Representative II

This is a fully remote position, open to applicants in Honduras, +6 more countries.

📋 Description

• Manage approximately 5 calls each hour while ensuring quality interactions with clients.

• Provide administrative assistance and support the front-of-house team as required.

• Evaluate and analyze online submissions from Justia or Intaker to assess the viability of cases.

• Perform initial screenings of potential clients to determine case type and eligibility.

• Collect information for initial consultations and create client records in HubSpot.

• Conduct email outreach to potential clients who have submitted inquiries through the website.

• Send declination emails and offer referrals to prospective clients who do not qualify when appropriate.

• Retrieve and upload property-related documents using TitlePro247.

• Arrange consultations using Calendly or internal scheduling systems.

• Maintain precise CRM records and update client accounts in HubSpot.

• Address general inquiries and route calls to the appropriate team members.

• Professionally answer and manage a high volume of incoming calls.

• Gather and document contact information for qualified leads and refer them to the intake team.

• Disqualify callers whose cases are not within the firm’s scope while ensuring a positive experience.

• Assist in consultation preparation by ensuring all necessary documentation is accessible.

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• Previous experience as an Intake Specialist or Receptionist.

• Experience managing inbound client inquiries.

• Familiarity with qualifying or onboarding clients.

• Experience in the legal field is advantageous but not essential.

• Reliable computer setup.

• Consistent high-speed internet connection.

• A quiet and professional workspace.

• Quality headset for effective phone communication.

• Proficiency with HubSpot CRM.

• Familiarity with Calendly or similar scheduling tools.

• Experience with TitlePro247.

• Knowledge of website intake platforms like Justia or Intaker.

• At least 1 year of experience in a client-facing position, such as customer service, receptionist, intake specialist, or sales.

• Strong verbal communication skills and a professional phone presence.

• Active listening and effective conversation management skills.

• Ability to quickly build rapport while maintaining professionalism.

• Strong problem-solving and critical thinking skills.

• High levels of empathy and patience when assisting clients.

• Capability to efficiently manage a high volume of calls.

• Strong organizational and time management abilities.

• Detail-oriented with precise data entry skills.

• Ability to multitask and prioritize tasks effectively.

• Proactive and adaptable in a fast-paced work environment.

• Bilingual in English and Spanish is a plus.

• Availability from Monday to Friday, 8:00 AM to 5:00 PM PST/PDT.

🏝️ Benefits

• Opportunity to work remotely.

• A company environment certified as a Great Place to Work.

• Guidance from recruiters throughout the application process.