Law Firm Reception and Intake - NIGHT SHIFT

Ideal for Call Center, BPO, and Intake Specialists who want to level up and proactively manage client and prospect relations with 5-Star Service.

START DATE :   February 02, 2025

COMPENSATION : $1,000 USD PER MONTH

SCHEDULE :

Full-time; Independent Contractor

US TIMEZONE

• – 8 : 00 AM – 5 : 00 PM CST
• NIGHT SHIFT in the Philippines

Monday – Friday

LOCATION : 100% WORK FROM HOME

Traba Legal provides high-quality virtual assistants with the opportunity to work with a US-Based law firm.

We are currently recruiting a Reception and Intake Specialist to support a boutique firm that specializes in estate planning, estate administration, and elder law. This firm helps people create a plan for essentially everything their clients own, from their house to their pets, and everything in between!

The Reception and Intake role is a critical role in the firm, acting as the first point of contact for clients, prospects, and others in the community.

We take pride in our work and ensure each VA is set up for success.

Our VA's are supported every step of the way by our incredible Manager based right here in the Philippines. In addition to the attorney you support, she is an additional point of contact, making sure expectations are clear, your work is on track, and you're never left guessing. Our team works with the attorneys we support and we advocate for you to ensure things run smoothly.

With her guidance, you'll always have someone in your corner who understands your experience, helps you grow, and makes sure you're set up for success.

The entire Traba Legal team is aligned in the following Core Values :

Self-Motivated. We take initiative and bring energy to our work without needing to be prompted.

Proactive. We anticipate needs, identify solutions early, and take thoughtful action before issues arise.

Accountable. We own our responsibilities, follow through on commitments, and learn from our mistakes.

Compassionate. We treat prospects, clients, and each other with empathy, patience, and respect.

Growth-Oriented. We embrace feedback, pursue learning, and continually look for ways to improve ourselves and our firm.

Key Responsibilities with Success Metrics

Daily Client Support Responsible for managing the requests, inquiries, and support of client and prospect needs – including answering questions, reviewing and responding to incoming emails, resolving issues, providing copies of documents, and updating CRM. You will be trained to handle 90% of these matters independently, which is key to maintaining our top-of-the-industry ratings.

Success Metric : No more than 10% of client requests per month have to be delegated or scheduled with the legal team.

Success Metric : Respond to incoming messages via the general email inbox within 1 business day of receipt

New Client Intake

Step 1 : Gather all information from a prospective client via phone and complete the new intake form. Calls will be a mix of inbound calls and outbound calls in response to a web inquiry or voice message.

Step 2 : Follow up with prospective clients via email and notify them of the next steps – scheduling a non-attorney meeting or referring the prospect to another firm. In some cases, follow up via phone may be necessary.

Success Metric : Follow up with prospects within 24 hours of being marked as reviewed in the CRM

Inbound Calls Answer an average of 25 inbound calls per day – spending time to build a caring and patient rapport with existing and prospective clients aged 55+

Success Metric : 92% minimum score for aggregate quality assurance call audits of 10 random calls per month using our call scoring protocol. (Or imbed auto survey at end of call)

Outbound Calls Make an average of 25 outbound calls daily to schedule or confirm appointments and follow up with leads

Success Metric : 100% of outbound calls scheduled for the day are completed by the end of the shift for every working day of the month. (Note : Up to two days per month may be excused or with exceptions to meeting the 100% daily completion metric.)

Ideal Candidate Characteristics

Benefits & Perks

5 available after 90 days of employment

COMPENSATION : $1,000 USD PER MONTH

APPLICATION PROCESS

Note : All assessments and skills tests relating to this job are sent via email. Please check your junk and spam folder. Email with further questions