Virtual Professional (Customer Support)

Job Description This is a remote position. About the Role: We are looking for a dedicated and client-focused Virtual Professional to support a law firm’s daily operations. This role goes beyond answering calls—you will be the first point of contact for potential clients, guiding them through the initial intake process while delivering a warm, human, and reassuring experience. Key Responsibilities: Inbound Calls & Client Intake: Serve as the first point of contact for all inbound calls. Conduct client intake by asking guided questions, capturing and verifying key details, reviewing submitted forms, and identifying urgency or priority. Accurately document call summaries, follow-ups, and next steps for proper case handling. Calendar & Appointment Coordination: Schedule client consultations based on attorney availability, case type, and priority. Manage calendars to ensure accurate, organized, and conflict-free bookings. Send confirmations and reminders, and maintain updated calendar entries for smooth daily operations. Client Communication & Support: Handle client inquiries, provide timely updates, and follow up on pending requests. Maintain professional and clear communication across all interactions, manage client expectations, and escalate concerns when necessary while ensuring all communications are properly tracked. Administrative & Document Support: Prepare, format, and organize internal and client-facing documents. Maintain structured and accurate digital records, ensuring files are complete, accessible, and aligned with operational requirements. Retainer & Document Coordination: Assist in preparing, organizing, and tracking retainer agreements and bundled documents. Ensure all files are complete, properly formatted, and ready for submission or distribution. Monitor document status and maintain version control to ensure timely processing. Legal Correspondence Support: Support the drafting and organization of templated legal communications (e.g., letters to opposing counsel). Ensure accuracy, consistency, and adherence to instructions while coordinating timelines for drafting, review, and sending, and maintaining records of all outgoing correspondence. Requirements What We’re Looking For: At least 1 year of experience in customer support, virtual assistance, or receptionist roles (inbound-focused) Excellent verbal and written English communication skills Strong active listening skills and the ability to build rapport quickly over the phone Close attention to detail and the ability to follow structured processes Critical thinking skills when working with templates and client information Experience with scheduling tools (e.g., Google Calendar, Calendly) Ability to work independently in a remote setup Nice to Have: Experience working with law firms or legal documentation Familiarity with CRM systems Schedule: Monday to Friday, 8:00 AM to 5:00 PM Eastern Time