Full-time Client Communications & Admin VA for Law Firm in Florida
Dear Virtual Latinos,
We’re looking to hire 1 VA through this job that the Virtual Latinos Agency is publishing on behalf of a new client.
Client & Short Job Description:
Family & Criminal Law firm with 15+ years of experience in Florida. They currently work with admin assistants and paralegal. The VA would be the 4th person in their team, and they haven’t worked with VAs yet. The VA will be managed by the 3 people on their team.
They need a VA to answer the phone, speak with new potential clients to book calls/appointments, and take payments. Help with customer support, take messages, and relay them back to the right people.
The client is looking for a proactive VA with excellent communication skills. See more “Requirements” below.
Job Highlights: Why should you apply?
– Opportunity to learn about family & criminal law in the US
– Opportunity to work closely with a tight-knit team
DEADLINE TO APPLY: You must apply by Wednesday, February 24th, at 11:30 PM PT. Our team will set up interviews for the selected candidates for Friday, February 26th, 2021.
Tasks required for the job
1. Answering the Phone & Taking Messages
– The company has a VOIP phone already in place, with includes a mobile app
– For the messages, the VA will take them, and will share the messages with the lawyer by email and save them into the CRM
– Mostly the VA will be taking incoming calls from both existing/new clients, lawyers, courts, and many other people who call.
– Answer calls and ask for client’s information, finding out who they’d like to speak with, etc.
– Transfer the call to the correct person, if not available then take a message
– Answer inbound calls from potential clients and leads
– Make two types of outbound calls A) Call potential leads from a list, and B) Follow-up calls
– The VA may also need to send the client an SMS and email to follow-up, through an internal software
2. Client Communication, Support & Follow-ups
– Most communication will be over the phone, as well as by email.
– Yet many of the Spanish clients don’t have email, so most communication with them is over the phone
– The VOIP doesn’t let them send a text message
– Answer simple questions if a client calls and asks for an update about a case, court dates, etc.
– If the client asks a law-related question, take a message and/or forward the question to the right paralegal or attorney
– Follow up with clients to make sure the law firm has all the necessary documents, info, and details they need to build their case and submit it to court
– When clients need to make payments, the VA would need to make sure clients pay their bills
– Write monthly letters to clients with a general update on their case
– Take credit card payments over the phone
3. Calendar Management & Appointment Setting
– The VA will help manage appointments via Calendly
– The lawyer doesn’t know how to use Calendly very well, so looking for a tech-savvy VA who can help set up/customize these systems
– The company uses Gmail/Google Calendar
– Help the law firm’s staff and/or CEO manage his calendar appropriately
– Schedule appointments with clients, and/or clients with other staff using the calendar, as necessary
– Save the appointments into Google Calendar, or any other calendar management system
4. Filtering & Qualifying New Leads
– The lawyer will share a script with the VA, who will use it to help qualify leads
– Yet, the VA will need to think on their own, to find out if the potential clients are good or not BEFORE they book an appointment with the client.
– Help the law firm talk to all leads and figure out how to qualify new potential leads
– Properly understand the answers to each question to qualify as good or bad leads
– Those who are qualified and good leads will then be asked to book a call with the law firm’s team and/or attorney
5. Gathering Clients Info & Obtaining Documents
– Usually, they gather docs via email, but some need to be presented in person (paper).
– Most of the Spanish-speaking clients don’t do it by email, so they send it on paper. Once it’s been brought in paper, the law firm will scan and upload it to the cloud-based system
– The company uses Box.com for saving all files/documents, one folder with the name of each client.
– Most of the work will be to follow up with each client, to ensure they send all the required docs.
– Gather information from customers over the phone and email
– Get all their basic info such as their name, family’s name, relatives’ names, etc.
– Gather info about their customer’s last 5 years of places they lived, and where they worked.
– Enter all the information into the proper case management system or CRM
6. Follow-up with Clients
– The VA will do follow up with potential leads, as well as existing clients
– The VA will need to organize each client’s documents in Box.com and must ENSURE that the full list of documents have been received, and the VA must follow-up until ALL docs are received.
– VA must constantly follow-up with clients to make sure the law firm has all the necessary documents, information, and details they need to build their case and submit it to court.
– VA must follow-up over the phone, text message, email, Whatsapp, or whatever is necessary to get the information they need from each client. This may include booking calls and/or appointments with clients, adding them to a calendar, and then again following up to make clients shows up
– This includes translations of simple documents, like birth certificates, marriage certificates, etc.
– Translations for birth certificates and other documents
– Translations of various documents from Spanish to English
– Translations of client’s conversations or declarations into English
8. Client Management in CRM System
– Download documents from attachments and create new “case files/records/contact” into the CRM database
– Take notes and info from each client case and save it into the web-based system
– Upload documents as needed for each case. (Dropbox/Google Drive)
– Input potential clients/leads into the system
– Log the specific costs/purchases/charges used by each paralegal and reconcile them on Excel lists
All of our Virtual Latinos VAs must first have these 10 basic qualifications (click to read). Please review this first.
This client is also looking for these requirements:
A) Communication & Language
– Excellent written English and Spanish skills. Must be able to draft and send emails and messages to clients.
– Excellent verbal English and Spanish skills. Must be able to communicate clearly and effectively The VA should have total fluency and not have to think of what to say, words should come out very naturally but no need to have a native accent in addition to advanced writing skills and vocabulary.
– Must have a great memory, be able to remember clients, and/or follow scripts.
– Comfortable with making calls and know how to properly communicate with clients.
Have great “emotional intelligence”, who can understand each customer’s situation.
B) Creativity & Proactiveness
– Self-starter, proactive and innovative.
– Someone who can work independently, resourceful to find things on their own.
– Not afraid to ask questions, know when to ask for help when needed.
– Quick learner, willing to learn new things, and able to pick up issues/problems fast.
– A creative person, and creative thinker, to be able to solve problems.
C) People & Relationship
– Easy to speak with and a good listener.
– Great customer skills. Really good with people and friendly.
– Must be able to separate “Business from emotions” as clients can get very passionate, and it’s important for the VA to remember that in the end, it’s just work.
– Someone that is open to feedback without being offended, willing to make mistakes, and be ok when the company tells them how to improve.
– Someone very patient, who could calm and make other people feel at ease under stressful situations.
D) Work Load & Stress Management
– Project management experience, good at setting timelines, deadlines, and fulfilling expectations.
– Able to manage stressful situations without affecting them on a personal level.
– Must be extremely organized and detail-oriented.
– Comfortable with a fast-paced and changing environment.
– Should be very hard-working, comfortable with having a lot to do all the time.
E) Technology & Software
– Computer savvy, able to teach systems and software to others.
– Should have experience using a CRM like Salesforce or other.
– Have a graphic design background. Able to create graphics, or use Canva/templates.
F) General Law
– Someone with previous experience in Law Firms or related.
– Willing to represent the company, his/her approach should be friendly and supportive.
– Comfortable with talking to clients and listening to their stories.
– Empathetic, and zero-judgmental.
– Must have “thick skin” and be OK with talking about hard subject matters.
-Schedule: Monday-Friday, 6 hours/day, 9 am-3 pm Eastern time zone.
-Hours: 31 hours/week (Full-time)
– Pay: $5-7/hr Full-time. Rates are depending on your experience, determined by Virtual Latinos.
Interested in applying for the job? READ THIS CAREFULLY:
Make sure you have signed the acknowledgment form (click on the link), before submitting your proposal. You should have signed it before being an official VL member, if you haven’t, go ahead and do it now. We won’t schedule interviews with VAs that haven’t signed the form.
Important Communication Info:
If you are interested in applying to this position, make sure you are active on Telegram. It is the only means of communication between the Recruitment team in Virtual Latinos and the assistants to be called for an interview. Make sure you receive the good news! If you haven’t already, fill out this form to make sure we have a record of your Telegram username.
If you are not active on Telegram, your proposal will be dismissed.
How to send a good proposal?
Please apply through this Virtual Latinos platform, and include:
1) 1-2 short paragraphs introducing yourself, where you’re from, what you studied, and general work experience, and explaining why you believe you meet the requirements of attitude and skills?
2) Provide us with specific details of your past experience and skills related to each of the task categories mentioned above. The format of this section should look like this:
Main Job Tasks Experience:
1. First task category name from above goes here
– I have worked with contacting leads/people for X amt of years, at X company. Here’s an example of how I worked, my process, and the results of it:
– Additionally, I’ve also done Y type of works, with Y company.
– Additional details
– Additional examples
2. Second task category name from above goes here
– I do/don’t have any experience with follow-up up with leads, for X amount of years while working with X company
– The types of tasks I’ve done while using X system for managing leads and potential clients include: Give examples
– Additional details
– Additional examples
3. Third task category…..
IMPORTANT NOTE: 40-50% of applicants do NOT read the instructions and send very poor proposals. If your proposal is one of those it WILL BE IGNORED.