Service Assistant (In-Person Transition Required)

Full-Time Monday – Friday 8:30 a.m. – 5:30 p.m. EST or 10:00 a.m. – 7:00 p.m. EST

Blessinger Legal PLLC, a bustling boutique immigration law firm, is seeking a highly organized and bilingual Service Assistant to support our client communications and call-handling operations. While this position begins as remote during the training and probationary period, candidates must be willing and able to transition to an in-person role once our physical office location is established. This transition aligns with the firm’s strategic expansion plans, and applicants should plan accordingly.

About the Role:

The Service Assistant serves as the first point of contact for all incoming calls to the firm and plays a critical role in ensuring that inquiries are properly classified, urgent matters are escalated immediately, and all callers receive accurate, compassionate, and efficient guidance.

This role focuses on call management, intake collection, message routing, and ensuring that each communication is handled according to established protocols. Candidates should be passionate about client care, calm under pressure, and able to apply judgment when determining call priority.

Key Responsibilities Include:

• Answer all incoming calls using the firm’s bilingual greeting protocol and confirm caller identity.

• Determine the nature of each call and classify it appropriately

• Collect clear and accurate information and route the call according to established procedures.

• Gather general intake information as needed

• Record clear, accurate notes for every call.

• Verify or retrieve basic information from the case management system as needed.

• Maintain courteous, empathetic, and professional communication at all times.

• Other tasks as assigned

Minimum Requirements:

• Fluency in Spanish and English (required).

• Previous experience in customer service, call handling, or a communication-heavy role.

• Ability to manage sensitive or urgent calls,

• Strong communication, active listening, and information-gathering skills.

• Ability to remain calm, professional, and empathetic in stressful or emotional situations.

• Comfort using digital tools and basic case-management software.

• Reliable internet during the remote period and reliable transportation for the in-person phase.

• Strong attention to detail and accuracy.

Preferred Qualifications:

• Experience in a legal, immigration, call center, or high-volume support environment (preferred but not required).

• Familiarity with case management systems (e.g., DocketWise, Clio, or similar).

• Ability to handle confidential and sensitive information with discretion.