Position Summary
The Immigration Intake Specialist is responsible for handling, qualifying, and following up with prospective clients seeking U.S. immigration services. The primary goal of this position is to provide a professional and empathetic client experience, gather relevant information about the prospect’s immigration situation, identify potential legal needs, and convert qualified leads into consultations with the firm’s attorneys.
We are looking for a highly motivated professional with experience in sales, customer service, and phone-based client communication, who can build trust quickly, handle sensitive information with professionalism, and consistently meet performance goals.
Key Responsibilities
- Handle inbound calls and conduct outbound follow-up calls with prospective clients.
- Provide a professional, empathetic, and solution-oriented customer experience.
- Conduct the initial client intake and collect relevant personal, family, and immigration information.
- Use structured screening questions to identify potential immigration options and practice areas.
- Identify the client’s needs and determine whether the lead meets the firm’s initial criteria for an attorney consultation.
- Clearly explain the consultation process, fees, next steps, and expectations.
- Use consultative sales techniques to convert qualified leads into scheduled consultations.
- Handle objections related to pricing, availability, uncertainty about the process, or lack of trust.
- Follow up consistently with leads who have not yet scheduled a consultation.
- Maintain professional and timely communication throughout the intake process.
- Accurately document all information collected during calls in the CRM.
- Keep lead statuses, notes, lead sources, and interaction outcomes updated.
- Schedule consultations based on attorney availability and area of practice.
- Request and follow up on documents or information needed for the initial case evaluation.
- Identify referral opportunities and ask for referrals when appropriate.
- Follow the firm’s intake procedures, scripts, quality standards, and performance expectations.
- Collaborate with the Intake Team, Paralegals, Client Success Team, and Attorneys to ensure a smooth transition from lead to client.
- Maintain strict confidentiality regarding all client and case information.
Ideal Candidate Profile
We are looking for someone who combines a sales mindset with exceptional customer service skills. The ideal candidate understands that immigration clients may be dealing with highly sensitive and stressful circumstances and knows how to build trust while professionally presenting the firm’s services.
Required Qualifications
- Previous experience in sales, customer service, call center, appointment setting, intake, or a similar role.
- Experience handling both inbound and outbound calls.
- Strong verbal and written communication skills.
- Strong persuasion and relationship-building skills.
- Experience handling objections and following up with prospects.
- Excellent organizational and attention-to-detail skills.
- Ability to work with performance goals and sales metrics.
- Ability to manage multiple leads and priorities in a fast-paced environment.
- Fluency in English and Spanish, both written and spoken.
- Basic to intermediate knowledge of CRM systems and digital tools.
- Ability to handle confidential and sensitive information professionally.
Preferred Qualifications
- Previous experience working for an immigration law firm or in the legal industry.
- Basic knowledge of U.S. immigration processes and terminology.
- Experience using CRM platforms such as Lawmatics, HubSpot, Salesforce, or similar systems.
- Experience selling professional services.
- Previous experience conducting client intake or case screening.
- Familiarity with immigration matters such as Asylum, VAWA, U Visa, Family-Based Immigration, Adjustment of Status, Citizenship, Removal Defense, and other immigration practice areas.
Core Competencies
- Effective Communication
- Empathy & Active Listening
- Consultative Selling
- Customer Service
- Objection Handling
- Results Orientation
- Organization & Follow-Up
- Attention to Detail
- Critical Thinking
- Teamwork
- Adaptability
- Professionalism & Confidentiality
Key Performance Indicators (KPIs)
Performance may be evaluated based on:
- Number of leads handled.
- Lead response time.
- Number of inbound and outbound calls.
- Contact rate.
- Number of consultations scheduled.
- Lead-to-Appointment Conversion Rate.
- Consultation show-up rate.
- Consultation-to-client conversion rate.
- Follow-up completion rate.
- Accuracy and quality of CRM documentation.
- Compliance with Intake procedures.
- Call Quality Assurance (QA) scores.
- Client experience and satisfaction.
What We Are Looking For
We are not simply looking for someone who can answer phones.
We are looking for someone who can listen to a client’s story, identify their needs, ask the right questions, build trust, and guide them toward the appropriate next step.
The Immigration Intake Specialist is often the first point of contact between a prospective client and the firm. This person must represent the firm with professionalism, empathy, confidence, and integrity from the very first interaction.
Beneficios:
Lugar de trabajo: remoto híbrido en Guadalajara, Jal.
