Client Care Specialist (Remote Receptionist)

About the role

PJI Law, a fast-growing boutique law firm based in the Washington, DC area, is hiring a fully remote Client Care Specialist to act as the first point of contact for callers. No legal experience is required; comprehensive training is provided. The role is full-time, working U.S. Eastern Time business hours, Monday to Friday, and pays $850 USD per month plus uncapped bonus opportunities.

Key responsibilities

• Answer incoming calls within 5 seconds, following established call scripts and workflows
• Provide a warm, empathetic and professional experience to every caller
• Meet daily targets for outbound calls, call times, hold times and missed-call percentage
• Manage SMS and email using approved templates and reply within service standards
• Document every client interaction, call and disposition in the CRM
• Refer prospective clients to appropriate resources when the firm cannot help
• Own a specialty area such as the AI receptionist, referrals, web inquiries, SMS or outbound calls
• Make outbound calls to renew memberships, identify additional needs and connect clients with partners
• Ask satisfied clients for 5-star reviews and collaborate with the team on client experience

Required profile

• Fluent in spoken and written U.S. English, with excellent grammar, spelling and attention to detail
• Outstanding customer service and communication skills, able to stay focused independently from home
• Comfortable making outbound calls and asking for renewals, referrals and reviews
• Quick learner, growth mindset, open to feedback, and wants career growth with promotion from within

Required skills

• Excellent phone etiquette
• CRM documentation
• Technical requirements: Windows 11 or newer, 16 GB RAM, 500 GB SSD, Intel Core i5 10th Gen or better, webcam, quality headset with mic, UPS/inverter, fiber internet of at least 100 Mbps with Ethernet connection

What we offer

• $850 USD monthly salary and uncapped bonuses
• 8 paid holidays and paid time off
• Comprehensive training, ongoing professional development and career growth
• Fully remote work, supportive international team and team events

To apply, upload a PDF resume, note the spelling mistake in the posting, and record a 4-5 minute Zoom video answering three questions about handling frustrated customers, managing high call volumes and defining a great first impression.