Remote Receptionist

Remote Receptionist Role

The Receptionist serves as the first point of contact for all inbound callers to the Law Firm of Moumita Rahman PLLC. This role is responsible for delivering a professional, welcoming, and efficient experience on every call accurately identifying the caller's needs, collecting and entering their information into the firm's CRM, and routing each call to the appropriate department or team member. The Receptionist is a critical link between clients and the firm's Sales and Customer Service teams, and is expected to uphold the firm's standards of quality, accuracy, and professionalism on every interaction.

Key Responsibilities

Call Handling & Routing

• Answer all inbound calls promptly, professionally, and with a consistent firm greeting.
• Quickly identify the nature of the call and determine the correct department, queue, or individual to route the caller to.
• Transfer calls accurately to the appropriate team (Sales/Booking, Customer Service, or specific staff members) using the firm's phone system.
• Avoid unnecessary holds and minimize caller wait time while ensuring warm, quality transfers.

CRM Data Entry

• For all new callers, collect required intake information and enter it accurately into the firm's CRM system in real time.
• Verify spelling of names, contact numbers, and other key data fields before completing the entry.
• Ensure no new caller interaction is left unlogged.

Call Disposition & Interaction Logging

• Complete a call disposition for every single call interaction including transferred calls before closing out the engagement.
• Select the accurate disposition category that reflects the outcome of each specific interaction.
• Maintain complete and consistent interaction logs to support reporting, quality review, and team accountability.

Quality & Compliance

• Handle every call with professionalism, empathy, and in alignment with the firm's customer service standards.
• Accurately convey information to callers and confirm understanding before transferring or ending the call.
• Adhere to all firm scripts, call protocols, and quality benchmarks as defined by management.
• Accept feedback from quality review sessions and apply coaching to improve performance.
• Maintain strict confidentiality of client information and comply with all firm privacy, security, and data handling protocols.
• Ability to remain professional and composed while handling emotionally sensitive or high-volume client interactions.

Performance Standards

• Call Answer Rate: Answer inbound calls within defined SLA thresholds.
• Transfer Accuracy: Route calls to the correct destination on the first attempt.
• Disposition Compliance: Consistently maintain accurate call dispositions for all interactions.
• CRM Accuracy: New caller information entered completely and correctly on every call.
• Quality Score: Meet or exceed monthly call quality benchmarks established by management.

Qualifications

Required

• High school diploma or equivalent.
• Prior experience in a customer-facing or call center role preferred.
• Strong verbal communication skills with a professional and courteous phone presence.
• Ability to multitask actively listen, type, and navigate software simultaneously.
• Basic computer proficiency; ability to learn CRM and phone system tools quickly.
• High attention to detail and accuracy in data entry.
• Reliable, punctual, and consistent.

Preferred

• Experience working in a law firm, legal services, or immigration services environment.
• Familiarity with CRM software (MyCase or similar).
• Bilingual (English/Spanish) strongly preferred.

Work Environment & Schedule

• This is a remote position. Reliable high-speed internet and a dedicated, quiet workspace are required.
• Candidates must be available during firm business hours and adhere to their assigned shift schedule.
• This role operates within a fast-paced, metrics-driven team environment.

The Law Firm of Moumita Rahman PLLC is an equal opportunity employer. This job description is not exhaustive and may be updated at any time at management's discretion.