Virtual Receptionist

Remote – Full-Time Schedule: Monday – Friday | 9:00 AM – 6:00 PM EST

About the Role

The Virtual Receptionist serves as the first point of contact for the firm, ensuring that every call, message, and inquiry receives a warm, professional, and prompt response.

This position is responsible for managing inbound calls, handling voicemails, scheduling appointments, and coordinating with the legal and intake teams to maintain smooth communication and operational flow.

The ideal candidate is organized, empathetic, detail-oriented, and capable of managing high call volumes and multiple responsibilities while maintaining a polished, friendly, and professional tone.

Key Responsibilities

Call & Communication Management

• Answer and route all incoming calls promptly and courteously.
• Take detailed and accurate messages for internal follow-up.
• Screen potential clients and direct qualified leads to the Intake Department.
• Respond to firm-wide voicemails.
• Manage communication queues efficiently.
• Maintain a professional, empathetic, and client-focused tone throughout all interactions.

Scheduling & Coordination

• Schedule and confirm client appointments with the legal and intake teams.
• Update and maintain the Google Calendar with accurate availability.
• Maintain appointment reminders and scheduling information.
• Ensure timely confirmation and coordination of all appointments.
• Communicate scheduling updates to the appropriate internal team members.

Administrative & Email Support

• Manage shared inboxes and administrative correspondence.

• Provide updates and reminders to clients via:

  • Phone
  • Text
  • Email

• Support data entry and administrative documentation.

• Track client communications and follow-up activities.

• Ensure information is properly documented for internal teams.

CRM & Record Management

• Log all calls, messages, and follow-up actions in Clio Manage or the designated CRM.
• Maintain accurate and consistent client records.
• Ensure communication activity is properly documented.
• Support the Operations team with reporting.
• Prepare and maintain daily call summaries as required.

Qualifications

• Fluent in English.

• Spanish proficiency preferred.

• Previous experience in:

  • Reception
  • Customer service
  • Legal administration

• Excellent verbal communication skills.

• Strong interpersonal and client-service skills.

• Tech-savvy and comfortable working with:

  • Phone systems
  • Calendars
  • CRM platforms

• Highly organized and dependable.

• Strong multitasking capabilities.

• Ability to work efficiently in a fast-paced environment.

• Ability to maintain professionalism and composure under pressure.

Typical Workday

A typical day may include:

• Log into the VOIP phone system at the beginning of the shift.
• Review missed calls and voicemails.
• Handle live inbound calls.
• Route inquiries to the appropriate departments.
• Screen potential clients and transfer qualified opportunities to Intake.
• Update call activity in the CRM.
• Schedule and confirm client appointments.
• Manage client follow-ups and reminders.
• Monitor shared inboxes and communication queues.
• Maintain accurate client documentation.
• Participate in brief team check-ins or quality assurance reviews.

Typical Workweek

Monday – Friday | 9:00 AM – 6:00 PM EST

Throughout the week, the Virtual Receptionist will:

• Maintain consistent coverage of incoming calls.
• Respond promptly to voicemails and client inquiries.
• Coordinate appointments with the legal and intake teams.
• Maintain accurate calendars and reminders.
• Keep client communication records current.
• Participate in team meetings and QA reviews as required.
• Maintain consistent availability and reliability throughout scheduled working hours.

Performance Evaluation & Accountability

Performance will be evaluated based on:

• Call-handling accuracy.
• Call response time.
• Tone, empathy, and professionalism.
• Appointment-scheduling accuracy.
• Documentation quality.
• CRM completeness.
• Adherence to the established work schedule.
• Reliability and consistency.

Key Performance Indicators (KPIs)

• Call Response Time: Maintain an average response time of under 30 seconds.
• Call Documentation & Routing Accuracy: Maintain 98%+ accuracy.
• Appointment Confirmation Rate: Maintain a confirmation rate above 95%.
• Quality Assurance: Maintain QA compliance scores above 90%.
• Client Satisfaction: Maintain client satisfaction scores above 90%.

Software & Tools

The Virtual Receptionist should be comfortable working with:

• VOIP Phone System – Nextiva or similar.

• Google Workspace, including:

  • Gmail
  • Calendar
  • Drive
  • Sheets

• Clio Manage – CRM and client management.

• Slack – Team communication.

• Salesify.ai – Training and QA review platform.

90-Day Onboarding Plan

Phase 1: Orientation – Weeks 1–2

• Receive access to all required systems and platforms.
• Complete virtual orientation.
• Become familiar with the firm's departments and communication structure.
• Review approved call scripts.
• Review client-service guidelines and communication expectations.
• Shadow calls.
• Observe intake and client communications.
• Learn call-routing and escalation procedures.

Phase 2: Supervised Execution – Weeks 3–5

• Begin answering incoming calls under supervision.
• Practice proper call routing and documentation.
• Manage client appointment confirmations.
• Begin handling shared inbox messages.
• Document calls and follow-up actions in the CRM.
• Receive ongoing QA feedback through Salesify.ai.
• Address areas requiring additional coaching or improvement.

Phase 3: Independent Operations – Weeks 6–9

• Handle incoming calls independently.
• Independently manage appointment scheduling and confirmations.
• Maintain accurate CRM documentation.
• Manage client communications and follow-ups.
• Meet established performance benchmarks for accuracy and response time.
• Participate in weekly receptionist meetings.
• Apply QA feedback consistently to daily responsibilities.

Phase 4: Full Integration – Weeks 10–12

• Maintain high consistency across client interactions.
• Independently manage call, scheduling, and communication responsibilities.
• Consistently achieve established KPIs.
• Identify opportunities to improve workflows.
• Contribute recommendations for department optimization.
• Complete the formal 90-day performance review with leadership.

Work Environment

• Fully remote position designed for professionals in Latin America.
• Quiet and professional home-office environment.
• Reliable high-speed internet connection with a minimum speed of 25 Mbps.
• Professional environment suitable for handling client calls.
• Ability to collaborate through virtual meetings, Slack, and CRM systems.
• Reliable availability throughout the established 9:00 AM – 6:00 PM EST schedule.

About the Company

Our client is a leading personal injury law firm dedicated to delivering exceptional service, communication, and care to every client.

Through advanced systems, compassionate communication, and a streamlined legal process, the firm works to ensure clients receive efficient and transparent support throughout their case, from initial intake through resolution.

Final Notes

The Virtual Receptionist plays a critical role in shaping the client's first impression of the firm and ensuring communication flows efficiently between clients, prospective clients, and internal legal teams.

Success in this role means:

• Incoming calls are answered quickly and professionally.
• Potential clients are accurately screened and routed to Intake.
• Messages and voicemails receive timely attention.
• Appointments are scheduled and confirmed accurately.
• Client communications are documented consistently.
• CRM records remain complete and up to date.
• Clients receive warm, empathetic, and professional service.
• Quality and response-time benchmarks are consistently achieved.
• The legal and intake teams receive reliable communication and administrative support.