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Bilingual Client Engagement Specialist

Are you passionate about consultative sales and enjoy building trustful relationships that make a real impact on people's lives? At Human to Human Hub, we are looking for a Bilingual Client Engagement Specialist with excellent commercial skills, effective communication, and customer orientation to join our client's team, Carlos E. Sandoval P.A., a law firm in the United States, and contribute to the firm's growth.

The main objective of this role is to provide consultative and personalized attention to potential clients, understanding their needs and guiding them towards the most appropriate legal solutions in the field of immigration. We are looking for someone who combines empathy, communication skills, and a focus on results to generate trustful relationships, facilitate the conversion of commercial opportunities, and ensure an exceptional experience throughout the entire process.

What Will You Do In This Role?

1. Management Of Inquiries And Commercial Advice

• Conduct telephone and video calls with previously qualified prospects, identifying their needs, objectives, and migration situation.
• Listen actively to each client to understand their context and provide clear, professional, and empathetic initial guidance.
• Present the firm's services in a consultative manner, highlighting the alternatives that best fit the client's needs.
• Explain fees, contracting processes, and service scopes with transparency, professionalism, and security.

2. Commercial Management And Follow-Up Of Opportunities

• Manage the attention cycle of prospects from the first contact to the decision-making, promoting a positive experience throughout the process.
• Provide timely follow-up to potential clients who have not yet formalized the contract, strengthening the commercial relationship and resolving concerns.
• Contribute to the achievement of commercial objectives by effectively converting opportunities into clients.
• Maintain a results-oriented focus, ensuring ethical, consultative, and client-centered attention.

3. Information Management And CRM Administration

• Record all information from inquiries, communications, and follow-ups accurately and promptly in the CRM system.
• Keep potential client records updated, ensuring the integrity, traceability, and availability of information.
• Document agreements, observations, and opportunities identified during the commercial process to facilitate service continuity.

4. Internal Coordination And Communication

• Coordinate the transfer of clients to the legal team once the contract is formalized, ensuring an organized and efficient transition.
• Maintain permanent communication with lawyers and other involved areas to ensure the correct continuity of the attention process.
• Collaborate with the team in resolving concerns and continuously improving customer service processes.

5. Service Quality And Professional Development

• Follow up with clients to verify their level of satisfaction and identify opportunities to strengthen the commercial relationship.
• Actively participate in training programs, simulation sessions, commercial processes, and feedback sessions.
• Comply with internal policies, quality standards, and ethical guidelines established by the organization, promoting a service experience based on trust, empathy, and professionalism.

Key Skills And Competencies

- Emotional Intelligence And Empathy:

• Ability to understand clients' needs, concerns, and expectations, generating trust from the first contact through close and professional communication.
• Skill in managing sensitive conversations with emotional balance, transmitting security, respect, and guidance during the decision-making process.

- Persuasive And Consultative Communication:

• Ability to present services in a clear, structured, and client-oriented manner, facilitating informed decisions without resorting to aggressive sales techniques.
• Excellent oral and written expression, with the ability to listen actively, formulate strategic questions, and communicate information effectively in bilingual environments.

- Customer Orientation And Service Quality:

• Strong vocation of service, focused on providing a positive, personalized, and professional experience throughout all stages of the commercial process.
• Ability to build long-term trustful relationships through timely follow-up, attention to detail, and commitment fulfillment.

- Results Orientation And Commercial Management:

• Ability to manage multiple commercial opportunities in an organized manner, prioritizing activities that contribute to the achievement of objectives and performance indicators.
• Perseverance and discipline to continuously follow up on prospects, identify closing opportunities, and maintain a high level of productivity.

- Organization And Attention To Detail:

• Ability to document information accurately, keep CRM records updated, and ensure traceability of each client interaction.
• Capacity to manage multiple consultations, follow-ups, and activities simultaneously, ensuring order, accuracy, and compliance with established processes.

- Adaptability And Continuous Learning:

• Willingness to adapt to changes in processes, tools, and internal procedures, maintaining a positive attitude towards new challenges.
• Permanent interest in strengthening commercial knowledge, developing communication skills, and actively participating in training and continuous improvement processes.

What We Are Looking For In You

• Professional title in Business Administration, Marketing, International Business, Law, or related fields. Complementary training in consultative sales, negotiation, customer service, or commercial management will be valued.

• Minimum two (2) years of experience in consultative sales, client management, or commercialization of professional services, preferably in sectors such as legal services, immigration, insurance, financial services, consulting, or related industries.

• 100% bilingual (oral and written) English level, with the ability to conduct commercial consultations, explain services, and maintain professional communication with clients in English and Spanish.

• Proven experience in closing high-value services and achieving commercial objectives and performance indicators.

• Experience in managing CRM systems, Microsoft tools (Word, Excel, and Outlook), and virtual communication platforms for commercial management and remote client service.

• Availability to perform the position in 100% remote mode, with stable internet connection and availability to work according to the established schedule by the operation in the United States.