Bilingual Customer Service Agent

ABOUT THE FIRM

Join the New Frontier Immigration Law team and help change the lives of 1 million undocumented immigrants. Our fast-growing, mid-sized law firm in Phoenix, AZ is committed to humanitarian-based immigration and finding innovative solutions for seemingly impossible problems.
- Please note that this position and this law firm is not for everyone. If you don’t love everything in this ad, please don’t apply—you deserve to spend your working hours at a company that makes you feel completely alive; please don’t settle_

We help immigrants _L.I.V.E._ FREE. Here are how our values play a part in this job.
- Live._ We are a growing law firm with a passion for helping immigrants live completely free; we do family-based immigration and removal defense; we do not do any business/employer-based immigration, student visas, or tourist visas. We are looking for an organized, passionate attorney who likes to work hard by helping our incredible clients truly _live_, and in exchange, that attorney knows s/he will feel immeasurably fulfilled in his or her life.- Vested._ We are _vested_ in the outcome of every case and in the growth of every team member. We believe it is important to create an atmosphere where each team member can be productive and where they can hone their skills, so they are always learning, growing, and improving. Clients are at the core of every successful firm, and it is important to listen to what they want so we can meet their needs while giving them an incredible customer experience that creates raving fans. That is why employees and our clients and the experience they have working with us are critical to everything we do.
- Excellence._ We believe each member of the team holds themselves and their teammates accountable so that excellence is always present. We also find that communication and camaraderie in a fast-paced business that has fun and celebrates growth and successes make it a place worth working. And while we are a fun, vibrant team, we also believe in Systems and Key Performance Indicators, so that we know we are always working in a streamlined fashion and driving results. We expect greatness and are willing to help you get there, but we will also be just as honest in our quarterly reviews if you are not reaching the expectations that have been set. We want our team to know if they are getting an A, or if they are falling short and how they can get up to the A+ status. If you don’t thrive on honing your skills and learning new ways, then this likely is not the right job for you. From our Receptionist to our CEO, every person on our team is growing every month.

If anything in this ad made you want to run for the hills, then you really shouldn’t apply. But if you know that you are the best of the best, that you love what you do and you want to be on this mission with us, please apply

ABOUT THE POSITION

Our customer service representative, or CSR, will act as a connection, providing product/services information and resolving developing problems that our clients might face with precision and competence.

The best CSRs are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. They love to talk. Customer service representatives can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs can gather it for us. Problem-solving also comes naturally to customer care specialists.

They're confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.

Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.

RESPONSIBILITIES:

- Handle high amounts of incoming calls
- Produce sales leads
- Identify and evaluate customers’ needs to deliver satisfaction
- Build sustainable relationships of trust through open and interactive discussion
- Provide accurate, valid and comprehensive information by using the right methods/tools
- Reach personal/customer service team sales targets and call handling quotas
- Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers

**REQUIREMENTS**:

- Bilingual in English and Spanish (native level Spanish)
- Possess a four-year bachelor's degree and a three-year law degree from an accredited law school and be in good standing
- Have previous experience and demonstrated success in sales
- Some proven customer support experience or experience as a client service representative
- Track record of not just reaching, but exceeding quota requirements
- Strong phone administration skills and active listening capabilities
- Experience with CRM systems and practices
- Customer orientation and capacity to adapt/respond to diffe