Sr. Receptionist

Responsibilities:

Front Desk

• Manage incoming mail, including sorting, scanning, distributing, and delivering it to the appropriate departments or individuals.
• Track and log incoming packages, ensuring timely notification and distribution to the intended recipients.
• Send correspondence to clients and follow office procedures.
• Greet and welcome clients and third parties into the office, maintaining a professional, calm, and empathetic demeanor at all times.
• Organize calendars and assist with conference room scheduling.
• Lift boxes, carry mail bins, and occasionally run errands for the company.
• Maintain a well-stocked break room and office supplies.
• Collect and organize documents from clients.
• Schedule consultations, coordinating availability between clients and staff.
• Assist in-office clients with fingerprint procedures.

Customer Service & Client Relations:

• Serve as the first point of contact for clients - both in person and over the phone providing information and direction with professionalism and compassion.
• Respond to in-office and phone inquiries regarding case updates, escalating or routing issues appropriately.
• Handle difficult or emotionally charged client interactions with patience, empathy, and de-escalation techniques.
• Maintain a client-centered approach by listening actively and ensuring each client feels heard and supported.
• Communicate effectively with clients to ensure clarity and manage expectations regarding appointments, documentation, and next steps.
• Log and follow up on client requests, ensuring timely and accurate responses.
• Support the firm’s mission by fostering a positive, trauma-informed experience for all clients.

Other Duties:

• Provide administrative support to team members as needed.
• Maintain confidentiality of all firm and client information.
• Perform other duties as assigned.

Requirements and Skills:

• Minimum 5-10 years of customer service or front desk experience, preferably in a fast-paced or client-facing environment.
• Experience in de-escalation, conflict resolution, or trauma-informed communication strongly preferred.
• Prior experience in an immigration law firm is preferred.
• Strong written and verbal communication skills, with the ability to convey empathy.
• Demonstrates a high level of professionalism and attentiveness.
• Excellent time management and organizational skills; ability to manage multiple tasks and deadlines simultaneously.
• Proficiency with Google Workspace (Docs, Sheets, Gmail, Calendar).
• Ability to work independently and collaboratively across departments.
• Detail-oriented, reliable, and proactive in anticipating needs.
• Bilingual (English/Spanish) required to support our diverse client base.
• Ability to maintain discretion and confidentiality with sensitive information.
• Comfortable interacting with individuals from diverse backgrounds, including those who may be in crisis.

Benefits:

• Comprehensive Health, Gap, Dental, Vision, Life, Short Term and Long Term Disability Insurances.
• 401(k) plan with 6% company match.
• Generous Paid Time Off policy plus additional Rewarded Time Off
• 4 day work week ( shifts of 10 hrs) available with approval.

Location: In-Office Position

Schedule: Monday to Friday - 10am-6:30pm