Customer Service Intake Representative

About the role

We are looking for a Customer Service Intake Representative to be the first point of contact for our immigration clients. The role involves handling phone, email, chat, SMS, and social media inquiries while documenting client information accurately and professionally.

Key responsibilities

• Manage inbound and outbound communications across multiple channels.
• Conduct initial client intake for immigration matters, gathering and recording required data.
• Triage calls, log interactions, categorize issues, and escalate when necessary.
• Provide clear information about services and next steps.
• Follow up proactively with clients and internal teams.
• Maintain up‑to‑date client records, intake notes, and documentation.
• Perform administrative or outreach tasks during low call volume.

Required profile

• At least 1 year of receptionist or customer service experience in a U.S.-based company.
• Fluent in spoken and written English and Spanish.
• Experience handling inbound and outbound calls and managing up to three simultaneous interactions.
• Reliable, proactive, and able to work independently.

Required skills

• Microsoft Office
• Google Workspace
• INSZoom (preferred)
• Docketwise (preferred)