Bilingual Office Assistant - Client Experience Coordinator

Law Office of Gilda McDowell•Lubbock, TX

3d•Hybrid

About The Position

We are looking for a highly organized, warm, proactive team member to join our immigration law firm in a hybrid role that blends office support with client experience and follow-up . This is not just a front desk job. This role is for someone who can help keep the office running smoothly while also making sure clients feel cared for, guided, and never forgotten. You will help manage day-to-day office responsibilities, support the team with administrative tasks, and take ownership of proactive client follow-up so cases keep moving and communication stays strong. At our firm, client experience matters. We want someone who is dependable, detail-oriented, professional, and genuinely cares about helping people during stressful moments in their lives. Who This Role Is Perfect For You may be a great fit if you are someone who: Naturally follows up without being asked Likes keeping things organized and moving Communicates with empathy and confidence Is warm and professional, but also strong with structure Takes pride in helping clients feel calm, clear, and cared for Understands that details, follow-through, and client trust matter If you are bilingual, organized, and passionate about helping people while keeping operations tight and professional, we would love to hear from you. Welcome clients and visitors professionally and warmly Answer incoming calls and route messages accurately and promptly Help maintain an organized, efficient, and professional front office Manage scanning, filing, document organization, and general administrative support Assist with scheduling, confirmations, reminders, and office coordination Support internal team communication and task follow-through Conduct proactive follow-up calls and messages with current clients Follow up with clients regarding missing documents, pending items, updates, and next steps Help ensure no current client feels ignored, forgotten, or unclear about what happens next Update client contact information, notes, and communication history in the system Monitor open communication loops and help close them quickly Support check-in calls and relationship-based outreach with clients when assigned Help de-escalate frustrated clients with calm, clear, compassionate communication Escalate legal or urgent matters to the appropriate team member Make sure every interaction ends with a clear next step What Success Looks Like in This Role The office feels organized, responsive, and professional Calls, messages, and follow-ups are handled quickly and correctly Current clients feel supported and know what is happening with their case The team can trust that communication and administrative details are being handled well Client issues are not sitting without a response or next step The person in this role brings calm, order, and consistency to the office every day

Requirements

Fluency in English and Spanish is required
Spanish must be professional-level and strong enough to confidently serve Spanish-speaking clients in person and by phone
2+ years of experience in an office assistant, receptionist, administrative, customer service, or client support role preferred
Strong verbal and written communication skills
Strong phone skills with warmth, confidence, and professionalism
Excellent follow-up habits and personal accountability
Strong organization and attention to detail
Ability to manage multiple tasks without losing accuracy
Able to stay calm and professional with emotional, anxious, or frustrated clients
Comfortable using office software, email, CRM systems, and digital tools
Able to document clearly and consistently
Able to take direction, follow systems, and work well with a team
Must be dependable, coachable, and committed to high standards

Nice To Haves

Immigration law experience is a plus, but not required

Responsibilities

Welcome clients and visitors professionally and warmly
Answer incoming calls and route messages accurately and promptly
Help maintain an organized, efficient, and professional front office
Manage scanning, filing, document organization, and general administrative support
Assist with scheduling, confirmations, reminders, and office coordination
Support internal team communication and task follow-through
Conduct proactive follow-up calls and messages with current clients
Follow up with clients regarding missing documents, pending items, updates, and next steps
Help ensure no current client feels ignored, forgotten, or unclear about what happens next
Update client contact information, notes, and communication history in the system
Monitor open communication loops and help close them quickly
Support check-in calls and relationship-based outreach with clients when assigned
Help de-escalate frustrated clients with calm, clear, compassionate communication
Escalate legal or urgent matters to the appropriate team member
Make sure every interaction ends with a clear next step