Customer Service Representative- (Bilingual English/Spanish)

Job Summary:

Client Experience Specialists support existing client calls and inquiries via telephone, virtually, chat and email. The ability to multitask, handle a CRM, apply training in real time, manage your time and effectively engage the client is key to success in this role. The position will require the specialist to monitor their overall call handle time, to ensure quick support to the client and any follow up necessary is completed to progress their case/matter forward. The ideal candidate should be detail-oriented, highly organized, and possess excellent communication and interpersonal skills in both English and Spanish. 

The client comes first in our firm and they are provided with client/attorney privilege on all their personal matters. The new hires we will consider are self-starters and maintain a mindset of how they can further help a client and how they are able to maintain a productive work environment for themselves and coworkers. 

Key Responsibilities:

Client Interaction:

• Support clients with their cases, gather necessary evidence, and address client inquiries. 
• Communicate with clients over the phone, via email, and text to provide updates, request documents, virtually. Efficiently handle all client inquiries and support for their open cases/matters.
• Provide clients with important case updates, ensuring they are informed and engaged throughout the process and all steps possible are made to move their cases/matters forward. 
• Deliver and receive critical documents, such as work permits, green cards, missing medical documents or evidence, and so forth. 
• Facilitate client payments virtually, via phone etc. 

Documentation & Case Management:

• Collect, organize, and upload evidence received from clients electronically into the appropriate client file into the firm’s CRM. 
• Manage client documents and processing times in the CRM 
• Strict protection of client data is paramount in our firm. All IT Security measures must be followed. 

Office Operations:

• Monitor and respond to client questions and concerns efficiently, ensuring exceptional service and satisfaction.
• Maintaining business SLA’s, achieving your individual metrics and staying up to date on training, updates in the business and SOP’s. 
• Ensure all client-facing interactions reflect professionalism and empathy.
• Empathy is very important to us and we seek sincere individuals that also wish to help change lives. 

Qualifications:

• Bachelor's degree preferred. Ideally a background in paralegal studies or a related field such as legal studies, political science, or international relations.
• Certificate in paralegal studies is a plus
• Experience in client-facing roles, such as account management, client relations, customer service, administrative support, or legal assistance. 
• Proficiency in using case management (CRM) or database software is a plus.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities.
• Excellent communication skills, both written and verbal, with a customer-first approach in Spanish and English.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Comfortable handling sensitive and confidential information with professionalism and discretion.
• Bilingual: English/Spanish.

Work Environment:

Location: Mexico City, Mexico - On-Site
Schedule: Full-Time

We are excited about the possibility of you joining our team! Apply now and take the next step in your career with Aguila International Services, S. DE R. L DE C.V.