Intake Agent

This is a boutique immigration and federal litigation firm in Florida. Most of our clients speak Spanish, and many reach us during stressful, high-stakes moments. We are looking for a warm, organized, bilingual phone agent to be the first voice callers hear. The Role As our Intake Agent, you are the firm's first impression. You answer and place calls, listen carefully, explain our process in plain language, book paid consultations, collect payment, follow up with leads, and log every call. You do not give legal advice; you guide each caller to the right next step and route legal questions to the attorney. What You'll Do Answer inbound calls and return missed calls in the caller's language, English or Spanish. Identify what each caller needs and confirm whether it is a matter the firm handles. Explain consultation options and fees, and present the paid consultation as the first step. Collect payment through our secure payment link before scheduling. Book consultations on Google Calendar and submit a call log through our intake form. Handle detained and detention cases with calm, step-by-step support for worried families. Follow up consistently on leads, payments, documents, and appointment reminders. Route specific legal questions to the attorney, and refer out-of-scope callers to the right resource. Keep accurate, confidential records of every call. What We're Looking For Fully bilingual in English and Spanish, spoken and written, with clear and professional phone presence. Genuine warmth and patience; comfortable supporting people in stressful situations without judgment. Strong attention to detail; able to spell back names and emails letter by letter. Comfortable with light sales; able to explain value and book paid consultations. Organized and reliable, with good follow-through on tasks and follow-ups. Comfortable learning and using everyday software (phone system, calendar, online forms, payment links). Discreet and confidential with sensitive client information. Nice to Have Prior experience in a law firm, medical office, call center, or other client-facing role. Familiarity with immigration terminology or the immigration process. Experience with tools such as RingCentral, Google Workspace, or online payment platforms.