Position Purpose

The Client Service Team Lead position will provide Red Carpet treatment to all our clients as well as proven track record of success in meeting deadlines and managing time, that the person can lead and advise a team of Client Service Coordinators, providing training, guidance, and performance evaluations. Additionally, the candidate should have strong analytical and problem-solving skills, and be fluent in both English and Spanish.

Payrate: $7/hr 

Essential Job Functions & Responsibilities

1.       Create and execute training for new team members.

2.      Facilitate weekly team meetings to review questions and any process updates.

3.      Lead team members to follow standard processes.

4.      Provide timely and professional responses to client inquiries via phone calls, emails, and text messages.

5.      Maintain a thorough understanding of the firm's services, policies, and immigration processes to provide accurate information to clients.

6.     Update client records in the law firm's database, ensuring the accuracy and completeness of client information.

7.      Work collaboratively with Team Leads and colleagues to resolve client issues, escalating complex matters, as necessary.

8.      Follow up with clients to gather necessary documents, information, or signatures to comply with immigration requirements.

9.         Identify opportunities to enhance the client experience and provide feedback to improve processes and services. Maintain confidentiality and ethical standards.
 

Essential Skills, Knowledge & Abilities

1.       Possess excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbal.

2.      Provide friendly and empathetic customer service to clients.

3.      Active listening skills to understand client needs and concerns accurately.

4.      Proficient in using online software, email systems, and other relevant tools.

5.      Ability to multitask and prioritize tasks in a fast-paced environment while maintaining attention to detail.

6.     Solve problems and find creative solutions to address client issues effectively.

7.      Proficiency in relevant software applications, such as Microsoft Office Suite.

8.      Excellent attendance.

Minimum Qualifications

1.          Bilingual (Spanish English) B2-C1.

2.          Proficient with Microsoft Office Suite or related software.

3.         High School Diploma or equivalent experience.

4.      Leadership experience.

5.      Knowledge of project management software.

6.     Negotiation skills.

7.      Creative thinking skills.

8.      Skills in analyzing metrics to provide feedback and look for points of improvement.