Full-Time Intake Coordinator

Have you ever had to navigate immigration law yourself, or witnessed a loved one go through the unnecessarily stressful and confusing immigration process? Are you extremely passionate about immigrants' rights and being part of a thriving team that shares your passion?Are you a people person who loves making sure someone knows they are heard and well cared for? Does it fulfill you to know you can make a difference in the lives of not only clients but your coworkers, too? Does it sound exciting to be in an important position to triage someone's urgent needs and get them answers?Do you want the opportunity to work most of the time remotely? Are you excited to use your excellent communication and organization skills to explain the value of working with our office to potential clients and ensure we're always improving how we interact with clients, potential clients, and one another?If you answered yes to the above, could you be our new superstar intake coordinator?We are a Berkeley-based immigration law office specializing in family-based immigration, consular processing, naturalization, immigration court/removal defense, asylum, U visas, waivers, DACA, and federal district court litigation. We are a small, but close and collaborative team working mostly remotely.We are determined to find the right fit for our exceptional team. Please read through our description, and if it calls to you, and you feel excited to meet us and find out more, you may be our perfect candidate!We believe team members need to trust one another and hold themselves and their teammates accountable. We welcome each person's feedback and value a balance between owning our caseloads and tasks and working collaboratively. We appreciate and value each team member and each role in our office.Our team members are problem solvers who use creativity and passion to bring new ideas and find ways to constantly improve our systems and procedures, ensuring we are giving our absolute best to clients. Please only apply if you are excited about honing your skills and constantly learning!Our office was founded based on a passion for immigrants' rights, providing impeccable representation to clients and making sure that at each step, clients know how much we care. Each team member is here because they share this vision. Working with clients who have endured trauma and are facing overwhelming challenges takes an emotional toll and is something to be especially aware of in the intake coordinator role. We often let off steam by, when appropriate, being goofy and interjecting a lot of humor! We also promote identifying ways to not only take good care of ourselves, but of one another. To this end, we hold periodic group trauma trainings.We believe in creating and following proven systems, and we are goal-oriented. When we work, we work hard. But we also value time away from work and promote a healthy work-life balance so that we can recharge and be at our best for clients and one another.Summary of who we are looking for:The intake coordinator's role is critical, given that this is often the very first impression people get of our law office. It's so important, we're going to say it again. The intake coordinator is the first impression our potential clients get of our office and often the first voice current clients hear on the phone. This is such a vital role!Our intake coordinator is completely fluent in both written and spoken Spanish and has strong oral and written communication skills in both languages. Our intake coordinator is empathetic and loves interacting with people from all backgrounds. They can communicate effectively and with warmth with clients, potential clients, team members, and/or anyone who contacts our office.Our intake coordinator owns the intake process and recognizes the element of sales it entails -- from the moment potential clients first contact our office through the point when the client hires us. For us, sales means establishing an authentic connection with the person on the other end.We use an intake process with a pipeline, making it easy to set reminders and make sure we are following up with people who contact our office and making sure they get whatever they need, whether it be an appointment, a referral, or confirmation that their documents were received.The intake coordinator will spread their time answering phone calls, responding to emails, managing appointments for fellow team members, occasionally taking payments when the billing clerk is unavailable, and effectively responding to questions. The intake coordinator will have periodic meetings with operations to review reports pulled from the lead management software to analyze trends and make recommendations for marketing targets and general improvements.Our intake coordinator will additionally be available to assist the team with ongoing projects that come up, such as building and perfecting policies and procedures, and designing informational handouts for clients and the team.Responsibilities:Phone and Email:Answer, Screen, and Forward Incoming Phone Calls and EmailsScreen types of callers: potential clients, clients, vendors, colleagues, expert witnesses, Immigration Judges, and/or USCIS OfficersTriage the urgency of calls after conducting an assessmentManage questions and route to the appropriate team member, or answer when appropriateMonitor phone messaging systemMonitor incoming emails related to scheduling and potential new clientsManage Intake Process for Potential ClientsScreen potential clientsCollect detailed information and note it in the call log and case management softwareManage potential client/case pipeline, including assignment of follow-up tasks to self and others, and updating matter through all stages of the intake processCoordinate scheduling of initial consultations, including ensuring Calendly settings are current, interpreters are scheduled, Zoom links provided, payments made, questionnaires and requested docs providedAdministrative/ Team Management Tasks:• Perform other administrative duties as requested by other team members• Create efficiencies through developing and refining the office's systems, including the policies and procedures, examples, templates, scripts, diagrams, workflows, and videosReporting and Tracking Activities:Provide a weekly report on data in the case intake program, including origin of cases, percentage of cases that are scheduled and hired, etc.Provide a weekly report noting whether key goals were metCreate a weekly agenda of items to discuss and track the resolution of projects, and follow up on outstanding itemsQualifications:Key skills, Traits, and Requirements - You Have/Are:Outgoing and confidentBilingual in English and SpanishExcellent communication skills – spoken and written in both Spanish and EnglishAbility to communicate clearly with warmth and empathyExtremely organized and methodicalAbility to work collaboratively in a teamResilient and creative problem-solving skillsFast learnerStrong attention to detail - including grammar and spellingAbility to adhere to deadlinesExcellent knowledge of basic office programs: email, calendaring, case management, software, and online applicationsStrong typing and computer efficiency skillsProven experience in customer relations = 5+ Years (strongly preferred)Understanding of business principles (strongly preferred)Knowledge of sales (strongly preferred)High school diploma or equivalent (College Degree, and/or Certificates in Business or Relevant Field(s) a Strong Advantage)Instructions to Apply:Please provide the following with your application:Your resumeCover letter explaining:What motivated you to apply for this positionWhy do you want to work at Stouffer Law specifically (not just any firm)The experience and results you have achieved make you confident that you will perform well in this roleCandidates must be prepared to provide the following references upon request:A list of your social media handlesA total of 4 references, including:At least one professional reference from a direct supervisor who directly supervised your workPersonal references (non-family members only), which may include a friend or colleague who has personally worked with youAbout Company:We are a Berkeley-based immigration law office with a small, supportive team specializing in family-based immigration, consular processing, removal defense, asylum, U visas, waivers, naturalization, and federal district court litigation. Our physical office is in Berkeley, California; however, we have primarily operated remotely since March 2020. Our day-to-day work is conducted remotely, with our team collaborating and managing their responsibilities virtually.