Global Client Services Specialist

What you’ll do

• Phone Management: Serve as the first point of contact by managing inbound calls, ensuring each interaction is handled professionally, efficiently, and compassionately.
• Call Routing & Operational Support: Route calls intelligently to the appropriate departments while minimizing rollover calls to external reception services and improving internal responsiveness.
• Intake Support: Assist with intake overflow during busy periods, capture potential leads, and support intake operations during absences or peak demand.
• Client Triage & Resource Guidance: Assess client needs, provide referrals or resources when inquiries fall outside the firm’s scope, and ensure callers are guided appropriately rather than reaching dead-end interactions.
• Emotional Client Support: Provide calm, empathetic, and patient communication to clients who may be emotional, overwhelmed, or navigating difficult legal situations for the first time.
• Technology & Systems Utilization: Work within AI-driven and technology-supported workflows, leveraging tools and systems to improve communication, responsiveness, and operational efficiency.

What we’re looking for

• Strong Communication Skills: Ability to communicate professionally, build trust quickly, and manage emotional conversations with confidence and compassion.
• High Emotional Intelligence: Demonstrated empathy, patience, active listening, and calmness under pressure are essential for success in this role.
• AI & Technology Mindset: Strong comfort with AI tools and technology-driven workflows is essential, as the firm operates with a highly systems-oriented and AI-forward culture.
• Problem Solving & Quick Thinking: Ability to think on your feet, assess situations quickly, solve problems effectively, and route callers intelligently without creating dead-end interactions.
• High-Volume Work Capacity: Ability to manage a high volume of inbound calls and shifting priorities while maintaining professionalism, responsiveness, and attention to detail throughout the day.
• Professional Services Background: Experience in law firms, medical offices, dental practices, physical therapy clinics, or other professional services environments is strongly preferred.
• Spanish Language Skills: Bilingual candidates are strongly preferred to expand accessibility and improve client communication.
• Growth Mindset: Desire for long-term professional development and interest in growing into a more advanced intake-focused role over time.

Why you should work here

• Career Growth: This role is intentionally designed as a pathway into the intake department, with long-term growth opportunities and increasing responsibility over time.
• Meaningful Impact: Play a direct role in improving client experiences, reducing missed opportunities, and supporting the firm’s operational success.
• Collaborative Culture: Join a respectful, collegial, and growth-oriented team that values communication, accountability, and continuous improvement.
• AI-Forward Environment: Work within a modern, technology-driven firm that embraces systems, efficiency, and innovation.
• Remote Flexibility: Enjoy the benefits of a fully remote work environment while remaining closely connected to a supportive team.