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Client Care Specialist – Queue

Client Care Specialist – Queue About Us We're a growing immigration law firm with a big heart and an even bigger mission: To help immigrants who've made the U.S. their home live without fear and finally feel free to build the life they've dreamed of. We're looking for a Client Care Specialist who's not only organized and reliable, but genuinely cares about people. If you're bilingual (Spanish-English), enjoy helping others, communicate with empathy and professionalism, and thrive in a collaborative environment, you may be a great fit for our team. We're a passionate legal team dedicated to empowering individuals and families navigating the immigration process. Every case is a chance to create change, and every team member plays a vital role in delivering life-changing results. At The Law Firm of Moumita Rahman, we show up for each other and for our clients. We celebrate diversity, foster collaboration, and support each other through challenges and triumphs. Our Core Values <ul> <li>Clients Come First – We exceed expectations through trust, empathy, and lasting relationships.</li> <li>See Something, Do Something – We take initiative and solve problems before they grow.</li> <li>Lead from the Heart – Compassion, integrity, and authenticity are at the core of our work.</li> <li>See the Bright Side – We stay optimistic and solution-oriented, no matter the challenge.</li> <li>Leave No Stone Unturned – We are thorough, curious, and relentless in the pursuit of excellence.</li> </ul> The Role The Client Care Specialist plays a key role in supporting clients throughout their immigration journey by providing compassionate, professional, and timely communication. This role primarily focuses on managing inbound client communications through the queues while maintaining the firm's standards for responsiveness, collaboration, and client care. What You'll Do <ul> <li>Maintain consistent availability within the assigned queue during scheduled working hours (9:00 AM – 5:00 PM EST) while balancing approved meetings, trainings, breaks, lunch periods, and team collaboration activities.</li> <li>Answer inbound client calls and messages in a professional, empathetic, and efficient manner.</li> <li>Provide clients with approved procedural information, case updates, and general support while appropriately escalating legal questions or case strategy matters.</li> <li>Maintain timely communication with clients by returning missed calls, messages, and completing follow-ups within 24 hours whenever possible.</li> <li>Properly document client interactions, follow-ups and/or escalations, by leaving proper notes, status updates and call logs within the corresponding systems.</li> <li>Follow established escalation procedures when coordinating with attorneys, supervisors, paralegals, or other departments regarding client concerns or case-related matters.</li> <li>Maintain professionalism, organization, and accuracy while handling sensitive or emotionally charged client situations.</li> <li>Attend scheduled 1:1 sessions, trainings, and team meetings as required.</li> </ul> Performance Expectations Team members are evaluated based on: <ul> <li>Reliability and consistency in queue management and daily responsibilities</li> <li>Professional and effective client communication</li> <li>Responsiveness and timely follow-through with client communications</li> <li>Quality Assurance (QA) evaluations</li> <li>Proper documentation and escalation handling</li> <li>Professionalism, empathy, and overall client experience</li> </ul>

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