Organization: Alonso & Alonso Attorneys at Law, PLLC
Reports to: Front Desk Concierge Supervisor
Employment Type: Part-Time Job
Location: On-site McAllen, RGV
About Us
At Alonso & Alonso, we provide personalized attention and services tailored to the specific needs of each client. We achieve this through client education, consistent updates, thorough assessment of each case, and customized legal strategies based on each client's circumstances.
Essential Responsibilities and Duties
Client Interaction
Greet and welcome clients, visitors, and employees in a professional and friendly manner as they enter the office or facility.
Answer general inquiries about company services, directions, or other office-related matters.
Direct visitors to the appropriate departments or staff members and ensure they sign in.
Provide basic information about the company, office procedures, or services.
Handle customer or visitor complaints professionally and, if needed, direct them to the appropriate team members.
Communication Management
Answer a multi-line phone system, screen calls, and forward incoming calls.
Direct clients to the appropriate person or department, or take accurate messages.
Respond to emails and inquiries, providing necessary information or forwarding them to relevant staff.
Manage office voicemail and ensure messages are distributed promptly.
Make outbound calls and confirm client appointments.
Scheduling and Coordination
Schedule appointments, meetings, and conference rooms for staff or clients.
Keep track of office calendars and ensure scheduling conflicts are avoided.
Coordinate the availability of team members, conference rooms, and resources.
Administrative Support
Perform general administrative tasks such as filing, photocopying, and data entry.
Maintain office supplies and ensure common office areas (e.g., lobby and kitchen) are stocked and organized.
Handle incoming and outgoing mail, packages, and deliveries.
Prepare or assist in preparing documents for mail-out.
Operate office equipment such as fax machines, photocopiers, and scanners.
Office Maintenance
Ensure the front desk area is clean, organized, and fully stocked with necessary supplies.
Monitor and maintain office security by ensuring only authorized individuals enter the building.
Follow office procedures for signing visitors in and out.
Monitor office technology and software (e.g., scheduling and visitor management systems) to ensure they remain functional.
Troubleshoot basic issues with office equipment or escalate to the IT department when needed.
Confidentiality
Handle sensitive information (e.g., client records, team member schedules) with discretion and ensure confidentiality.
Follow company protocols for managing private data.
Required Qualifications
Bilingual (English & Spanish).
Proven work experience as a Receptionist, Front Office Representative, or similar role.
Proficiency in Microsoft Office Suite.
Hands-on experience with office equipment (e.g., fax machines and printers).
Professional attitude and appearance.
Solid written and verbal communication skills.
Ability to be resourceful and proactive when issues arise.
Excellent organizational skills.
Multitasking and time-management skills, with the ability to prioritize tasks.
Customer service skills.
Preferred Qualifications
Experience in a legal, corporate, or professional services environment.
Proficiency with scheduling tools or visitor management systems.
Formal customer service training or certification.
Strong conflict resolution and problem-solving abilities.
Key Performance Indicators
Timeliness and Accuracy in Task Completion – 20%
Maintain a minimum completion rate of 95% on assigned tasks within the same business day, ensuring accuracy and minimizing errors.
Efficiency Ratio – 15%
Maintain an average client handling time of 5–10 minutes per interaction while providing professional and efficient service. Extended handling times may be acceptable for complex matters such as complaints, detainee cases, or case updates.
Foot Traffic Report Tracking – 10%
Maintain 100% accuracy and completion of all daily client visit records within the designated tracking system.
Litify Documentation Accuracy – 20%
Maintain 100% documentation accuracy in Litify, ensuring all client records, notes, and updates are entered correctly with an error rate of 0%.
End-of-Day Report Compliance – 10%
Maintain 100% compliance with daily reporting requirements by submitting all End-of-Day reports accurately and before the end of each scheduled shift.
Positive Feedback from Team Evaluations – 10%
Maintain an average evaluation score between 4.0 and 5.0, demonstrating professionalism, communication, teamwork, emotional intelligence, and adherence to company standards.
Schedule Follow-Up Consistency and Documentation – 10%
Maintain 100% compliance with assigned schedule follow-ups by completing initial contact attempts by noon and all required follow-up attempts by the end of the shift, with proper documentation.
Client Satisfaction – 5%
Maintain a client satisfaction score of 90% or higher, as measured through the Front Desk Coordinator Scorecard and client interaction evaluations.
Work Environment
Hours: 25 hours
On-site based in McAllen, RGV.
In-person meetings and walk-in client communications.
Collaborative, mission-driven culture with a fast-paced startup dynamic.
Equal Opportunity Employment Statement
Alonso & Alonso attorneys at law is an equal opportunity employer and is committed to building a diverse and inclusive organization. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, or any other protected characteristic.
Non‑Attorney Role Disclosure & Limitations of Duties
This position is not an attorney role. The individual hired for this position is not licensed to practice law and may not provide legal advice or legal representation under any circumstances.
The employee must strictly adhere to the following limitations and, when appropriate, escalate matters to a licensed attorney.
Non‑Attorney Staff MAY:
Provide administrative and clerical support.
Communicate factual case status updates as directed by an attorney.
Collect documents and information from clients.
Assist in drafting forms and documents under the attorney's supervision.
Relay attorney-approved information to clients.
Schedule appointments and manage case files.
Provide government filing instructions that are procedural in nature (e.g., where to mail documents, required supporting documents as directed by an attorney).
Non‑Attorney Staff MAY NOT:
Under no circumstances may non‑attorney staff:
Provide legal advice or legal opinions.
Interpret immigration laws, regulations, or policies for clients.
Advise a client on which immigration benefit, strategy, or form to pursue.
Advise whether a client qualifies for any immigration benefit.
Assess eligibility, admissibility, or risk.
Recommend legal strategies or outcomes.
Advise on the consequences of criminal history, prior immigration violations, or prior denials.
Sign legal filings on behalf of the firm unless specifically authorized for ministerial purposes.
Represent clients before USCIS, EOIR, DHS, DOL, or any court.
Communicate legal analysis to clients.
Negotiate with government agencies on legal matters.
Answer legal questions, even if the staff member believes they know the answer.
Translate or explain legal advice independently of an attorney.
Mandatory Escalation to Attorney
The employee must immediately escalate the matter to a licensed attorney if:
A client asks a legal question.
A client asks whether they “qualify” or “should apply.”
A client asks about risks, timelines with legal implications, or the likelihood of success.
A case involves criminal history, prior removal, unlawful presence, fraud/misrepresentation, prior denials, or complex facts.
A client requests interpretation of a Request for Evidence (RFE), Notice of Intent to Deny (NOID), or other government notice.
A client expresses confusion about previously given legal advice.
Any situation arises where the staff member is unsure whether the response would constitute legal advice.
When in doubt, escalate to an attorney.
Compliance Statement
Unauthorized practice of law (UPL) is strictly prohibited. Violation of these limitations may result in disciplinary action, up to and including termination of employment.
All non‑attorney staff are required to acknowledge in writing that they understand and agree to comply with these restrictions as a condition of employment.
Acknowledgment Signatures
This clause confirms that the team member acknowledges and understands the duties and responsibilities outlined in their job description at Alonso & Alonso. The team member agrees to fulfill these responsibilities to the best of their abilities in accordance with company policies and procedures. Any queries regarding the job description can be directed to their supervisor or the human resources department for clarification.
Acknowledgment Signatures
This clause confirms that the team member acknowledges and understands the duties and responsibilities outlined in their job description at Alonso & Alonso. The team member agrees to fulfill these responsibilities to the best of their abilities in accordance with company policies and procedures. Any queries regarding the job description can be directed to their supervisor or the human resources department for clarification.