Client Assistance & Response Specialist (REMOTE) for US Immigration Law Firm

About Colombo & Hurd Colombo & Hurd is a boutique law firm focused on immigration for businesses, professionals, investors and families. We’re not just a firm; we’re a community of passionate legal minds dedicated to shaping the lives of individuals and businesses worldwide. Founded in 2006, Colombo & Hurd has grown to a team of over 370, including 40 US-based immigration attorneys. We are proud to have been named the top immigration law firm in Central Florida by the Orlando Business Journal. We wholeheartedly believe in the philosophy of doing well by doing good and we seek opportunities to provide service to our clients and our community by advancing the cause of immigrants. What We Are Looking for: We are seeking a Customer Service Specialist who will serve as the primary point of contact for our clients, providing them with comprehensive support throughout their journey with us. In this vital role, you will gather and analyze client feedback, advocate for client needs, and collaborate with internal teams to ensure a seamless experience. You’ll be working on a team with several other Client Service Specialists (we call it our CARES team - C lient A ssistance and Re sponse S pecialists). The qualities we look for in an effective CARES team member include the following: Effective Communication: Ensure precise, timely , and effective communication between clients and the firm to maintain strong relationships. Client Feedback Collection: Gather comprehensive client feedback and utilize it to drive ongoing improvements in our services. Professional Call Management: Handle inbound and outbound customer calls efficiently, delivering excellent service in every interaction. Issue Resolution: Address and resolve client issues and complaints promptly, ensuring client satisfaction and trust. Expectation Alignment: Manage client expectations in relation to the firm’s capabilities and immigration timelines, providing clear guidance. Client Needs Communication: Effectively articulate client needs and concerns to internal teams to foster collaboration and effective solutions. Task Prioritization: Competently manage and prioritize the needs of multiple clients, ensuring that all receive high-quality service. Adaptability Support: Assist clients in adapting to changes within the firm or immigration policies that may affect their cases. Qualifications: Bachelor's degree in Business Administration , Communications, or a related field. 2+ years of experience working in fast-paced customer support or customer success lead. Bilingual (Spanish and English at a professional level) with a strong customer service orientation and a passion for delivering exceptional client experiences. Previous experience in a call center or customer service role is preferred. Highly detail-oriented, organized, and adept at managing multiple tasks and priorities in a fast-paced environment. Ability to work collaboratively across teams. Commitment to upholding the highest standards of professionalism, integrity, and confidentiality in client interactions. Exceptional bilingual (Spanish and English) communication skills, able to articulate clear goals and expectations that resonate across diverse audiences. B2C. Proficiency in MS Office Suite. Application Process: (Colombo & Hurd:) Resume review Request for Brief Video Introduction Interview with Colombo & Hurd Team Colombo & Hurd:) Offer Job Type: 100% FULLY REMOTE -- Work from Home. The position will require 40 work hours per week (9AM - 5:30PM EST) -- Monday through Friday.