About Novo Legal Group
Novo Legal Group is a U.S. immigrant rights law firm fighting for justice in immigration, criminal defense, family law, and civil rights. Our team is committed to compassionate, high-quality legal services — and to creating an exceptional experience for every client we serve.
We are looking for a Bilingual Client Services Specialist to support our team from our Guadalajara (Punto Sur) office.
This is one of the most important roles in the firm. You will often be the first person a prospective or current client speaks with, setting the tone for their entire experience with Novo Legal Group. The ideal candidate is compassionate, detail-oriented, calm under pressure, and thrives in a fast-paced environment where priorities can shift throughout the day.
What You'll Do
New client screening
- Answer incoming calls from prospective clients in a professional, compassionate, and efficient manner, and create new client profiles in our CRM.
- Gather preliminary information to identify each caller's legal needs and determine whether they are a good fit for our services using established screening criteria.
- Route qualified callers to the appropriate team member for consultation preparation, and provide referrals or general guidance to callers we cannot assist.
- Monitor and respond to online inquiries, voicemails, and messages from our answering service, and complete outbound follow-up calls as assigned.
Current client support
- Answer incoming calls from current clients and connect them with the appropriate case manager, attorney, or department.
- Take accurate, detailed messages and ensure clients receive timely assistance while protecting the time of our legal staff.
Documentation & coordination
- Accurately document every call and interaction in our CRM and case management systems, keeping client records complete and up to date.
- Coordinate closely with attorneys, case managers, and administrative staff so that no inquiry falls through the cracks.
What We're Looking For
Success in this role is less about sales experience and more about exceptional communication, organization, and empathy. The ideal candidate is:
- Professionally fluent in English and Spanish (spoken and written) — advanced English (C1 or higher) is preferred, and interviews are conducted in English.
- Comfortable handling a high volume of incoming calls.
- Calm and professional during stressful or emotionally charged conversations.
- Highly organized, with exceptional attention to detail and the ability to multitask without sacrificing accuracy.
- Reliable and consistently available during scheduled coverage hours.
- Adaptable in an environment where priorities change throughout the day.
- An active listener who asks thoughtful questions and gathers accurate information.
- Comfortable learning new software and following established processes.
Experience in customer service, client services, healthcare, hospitality, legal intake, or other high-volume client-facing work is strongly preferred. Experience working with immigrant or vulnerable communities is a plus, but not required.
What Success Looks Like
- Every caller gets an exceptional first impression and a prompt response.
- Prospective clients are accurately screened and routed to the right team member.
- Current clients are connected quickly to the person who can help them.
- Documentation and client records are complete, accurate, and up to date.
- No inquiry falls through the cracks.
Schedule & Compensation Details
- Weekly coverage: 40 hours — Monday through Friday, 11:00 a.m. to 7:00 p.m. U.S. Mountain Time (7 working hours plus a 1-hour lunch), plus Saturday 9:00 a.m. to 2:00 p.m. MT. Saturdays focus primarily on outbound follow-up calls to prospective clients from the week.
- Because the schedule is anchored to U.S. Mountain Time, local Guadalajara hours shift by one hour seasonally: weekdays are 11:00 a.m.–7:00 p.m. local in summer and 12:00 p.m.–8:00 p.m. local from November to March; Saturdays are 9:00 a.m.–2:00 p.m. local in summer and 10:00 a.m.–3:00 p.m. in winter.
- Monthly compensation of $19,000–$22,000 MXN, positioned at the top of the market to reflect the Saturday coverage and advanced English requirement. Final amount depends on English proficiency and relevant experience.
- This is an independent contractor engagement (prestación de servicios). Contractors invoice monthly and are responsible for their own tax obligations. Ability to issue facturas (RFC) is required.
- Work is performed on-site at our Punto Sur office.
Why This Role
- Meaningful work: every call you handle helps an immigrant family get closer to safety, stability, or justice.
- A supportive, collaborative, mission-driven team.
- Real growth opportunities within a rapidly expanding U.S. law firm — team members have grown into senior client services and case support roles.
Compensation:
- $19,000–$22,000 MXN monthly, based on English proficiency and experience
English level:
- Advanced (C1+) — interviews are conducted in English
Engagement type:
- Independent contractor (prestación de servicios)
Ready to Apply?
Submit your resume (in English) through Indeed.
As a fun bonus, include your favorite joke with your application. We'd love to learn a little about your personality, too!
Job Type: Full-time
Pay: $19,000.00 - $22,000.00 per month
Work Location: In person
