Administrative Assistant- Customer Service Representative

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.

Client Interaction:

• Conduct in-person appointments with clients to discuss 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 and 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. 

Document and Case Management:

• Collect, organize, and upload evidence received from clients, both in person and electronically, into the appropriate client file into the firm’s CRM. 
• Manage client notices by saving them to the case file and promptly sharing them with the client. While working with the USCIS and federal agencies, updates become available and the firm ensures our clients are up to date on all steps. 
• Prepare cases for client review, ensuring all documents are complete and ready for final signatures. 
• Maintain and update client files in accordance with internal protocols and compliance standards.
• Strict protection of client data is paramount in our firm. All IT Security measures must be followed. 

Support and Coordination:

• Collaborate with attorneys, legal line managers, supervisors, and other department heads to ensure seamless case progression.
• Coordinate with clients and team members to meet deadlines and address urgent needs.
• Work closely with other team members to handle office responsibilities, ensuring a professional and welcoming environment. 

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. 

• 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.

• Location: Buenos Aires, Argentina - On-SiteSchedule: Full-Time

We are excited about the possibility of you joining our team! Apply now and take the next step in your career with Jaguar International Services, SRL.