Service person - Part time

On Site/Charlotte At Vasquez Law Firm, we believe strong operations fuel strong advocacy. As we continue to grow and serve our communities with excellence, we’re excited to open a Client Relations Specialist (On Site, Charlotte Office) position. This opportunity is open to current VLF team members across all departments, as well as external candidates who align with our values. If you’re passionate about organization, teamwork, and delivering exceptional client experiences, we encourage you to apply—or help us spread the word.

Responsibilities
This position is on-site in the Charlotte Office.

Key Performance Indicators (KPIs)

Client Response Time: 100% of inbound inquiries acknowledged within 2 minutes during working hours

Document Processing Accuracy: 100% of documents were correctly uploaded and classified on the same day

Case Coordination: All client requests and updates are routed to the appropriate team within 24 hours

Client Satisfaction: Maintain 95% positive client feedback

Payment Processing Accuracy: 100% accuracy in receiving and recording client payments

Operational Readiness: Systems, trackers, and client records remain organized and up to date at all times

Client Interaction & Communication

Serve as the first point of contact for clients in person and via phone, text, email, and other communication channels

Provide a warm, professional, and solutions-oriented experience in every interaction

Answer general inquiries and guide clients on next steps and expectations

Schedule consultations and complete pre-screenings for potential new clients (PNCs)

Notify attorneys and internal teams of scheduled consultations and client needs

Provide basic service information and quotes when applicable

Document Handling & Processing

Receive, review, and upload incoming documents into the system, ensuring proper classification

Maintain confidentiality and proper handling of sensitive documents, including reference letters, criminal records, and medical documents

Ensure all required documentation is complete before moving cases forward

Prepare contracts and onboarding documentation for new clients

Open and update matters within the Clio case management system

Case Coordination & Organization

Track document flow and case updates across teams, ensuring visibility and accountability

Maintain organized digital records and file management systems

Coordinate with different departments to ensure timely follow-ups and resolution of client needs

Support overall workflow efficiency by identifying gaps and escalating issues when necessary

Payment Processing & Administrative Support

Receive and process client payments, ensuring accuracy and proper documentation

Assist clients with payment-related inquiries

Support administrative tasks such as form preparation, document formatting, and internal coordination

Ensure all systems and trackers are consistently updated and accurate

Qualifications
Required

Fully bilingual (English and Spanish)

Experience in a client-facing role, preferably in legal or professional services

Excellent communication and active listening skills

Strong organizational skills and attention to detail

Ability to multitask and manage high-volume interactions

High level of discretion and ability to handle sensitive information

Tech‑savvy; experience with CRM or case management systems (Clio preferred)

Reliable high‑speed internet, headset, and quiet home office

Preferred

Experience in immigration or legal environments

Experience in remote client support roles

Strong follow‑up and case coordination skills

Compensation
$16 hourly

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