Spanish Phone Support

Remote Bilingual Legal Intake Coordinator (English/Spanish) — Full Time, Long-Term

### About the Role
We are a busy U.S. law firm and we are building a 24/7 client-intake desk. When someone calls
our firm, they are often in a stressful legal situation and they need a calm, professional human
to answer — not a voicemail. Your job is to be that human. You will answer calls live, return
missed calls fast, monitor messages and online forms, and make sure no potential client ever
falls through the cracks.

This is a long-term, full-time role with a stable schedule. We pay on time, every time, and we
invest in people who take ownership.

### What You'll Do Every Shift
- Answer incoming calls live through our internet phone system (GoTo softphone)
- Return every missed call with a callback attempt **within 5–10 minutes** — this is the most
important measure of success in this role
- Monitor and respond to voicemails and text messages
- Monitor and respond to online intake form submissions (through Clio)
- Take clear intake information: caller name, phone, email, location, type of legal matter,
urgency, and how they found us
- Enter and update every contact in our intake system so nothing is lost
- Schedule consultations on the firm calendar
- Recognize urgent matters (jail/arrest, court deadline, immigration detention, safety issue)
and escalate them immediately using our written escalation list
- Complete a written shift handoff at the end of every shift

> **Important:** You are NOT giving legal advice. You gather information and connect people to the
> right person on our legal team. We train you on exactly what to say.

### Must-Have Requirements
- **Fully fluent in BOTH English and Spanish** — speaking, listening, reading, and writing.
You will switch between languages on live calls. This is non-negotiable.
- Clear, warm, professional phone voice with a neutral accent in both languages
- Reliable high-speed internet **plus a backup internet source** (mobile hotspot or second
provider) — you cannot go offline mid-shift
- A quiet, dedicated work space with no background noise
- A working computer and a noise-cancelling headset
- Strong attention to detail and great note-taking
- Comfortable using web-based software (we train you on GoTo and Clio)
- Dependable and punctual — shifts start on time, every time
- Able to work the **same fixed schedule long-term** (see Schedule below)

### Nice to Have (Not Required)
- Prior experience in customer service, call center, reception, or virtual assistant work
- Prior experience with a law firm, medical office, or other professional services
- Experience with GoTo, RingCentral, or similar VoIP/softphone systems
- Experience with Clio, Clio Grow, or any CRM/intake software

### Schedule
> **[SWAP this block per shift you are hiring for]**
This role covers **[OVERNIGHT: 10:00 PM – 6:00 AM U.S. Mountain Time]**, Sunday through Thursday.
(Other shifts available — tell us your availability and we'll match you.)
You must be able to commit to this schedule consistently. Coverage is 24/7/365, so weekend and
holiday shifts are part of the rotation and are paid the same.

### Compensation
- **[SWAP] OnlineJobs.ph / Philippines:** USD $700–$1,100/month, full-time, based on experience
and language fluency
- **[SWAP] Latin America (bilingual EN/ES):** USD $900–$1,600/month, full-time, based on
experience and language fluency
- Paid monthly, on time
- Long-term role with raises based on performance
- We are looking for someone to grow with us for years, not weeks

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## HOW TO APPLY (the screening filter — keep this exactly)

> This section does double duty: it filters out copy-paste/AI applicants AND verifies bilingual
> fluency before you waste time on interviews. The voice recording is the single most valuable step.

To apply, please do ALL of the following. Applications that skip any step will not be reviewed:

1. Watch this video: ----------
2. Follow the instructions in the video

We review every complete application personally. Thank you — we're excited to meet you.

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## Internal Notes (DO NOT post — for hiring team only)

**What the screening filter catches:**
- "OWL" keyword ? they actually read the posting
- Bilingual voice recording ? real, verifiable EN/ES fluency (the #1 requirement)
- Scenario answer ? empathy, no-legal-advice instinct, escalation thinking
- Hours confirmation ? schedule fit before you interview

**Red flags to reject on:**
- No voice recording, or recording only in one language
- Heavy accent that callers (especially stressed/elderly) will struggle with
- No backup internet
- Scenario answer that gives legal advice or promises an outcome
- Generic AI-sounding written answers

**Green flags:**
- Calm, clear voice in both languages
- Scenario answer that reassures, gathers info, and escalates without advising
- Prior professional-services or legal/medical front-desk experience
- Asks good questions about the schedule and the team