Virtual Legal Receptionist

Accountabilities:: Serve as the primary daytime receptionist, answering incoming calls during regular business hours and maintaining a professional and welcoming telephone presence. Follow established firm procedures, communication standards, policies and call-handling protocols to ensure consistent service quality. Identify the purpose of incoming calls, gather relevant preliminary information and determine the appropriate next steps. Collect accurate information from prospective clients and apply established guidelines to identify whether their inquiries may be relevant to the firm's services. Route qualified prospective clients to the Sales or Intake team for further assessment and follow-up. Transfer calls to the appropriate attorneys, departments or team members, ensuring efficient communication. Respond to general questions from clients, prospective clients, vendors and other contacts whenever the required information is available. Take complete and accurate messages when the relevant team member is unavailable and communicate them promptly to the appropriate person. Maintain and update client information and communication records using Clio Grow and Clio Manage. Schedule calls, meetings and appointments when required, ensuring calendars remain organised and up to date. Manage internal communications, emails and calendar activities using Microsoft Outlook and Microsoft Teams. Handle general email inquiries, send reminders and coordinate follow-up communications when necessary. Work closely with backup reception coverage to manage overflow, after-hours and weekend calls when required. Maintain confidentiality when handling sensitive client information and ensure all communications are managed professionally. Requirements: At least 1 year of previous experience in reception, customer service, client intake, sales or a similar administrative or client-facing position is preferred. Strong spoken and written English skills, with the ability to communicate clearly, confidently and professionally. Excellent telephone etiquette and the ability to create a positive first impression when interacting with clients and prospective clients. Strong active listening and information-gathering skills, with the ability to understand callers' needs and identify relevant details. Excellent interpersonal and customer service abilities, with a client-focused and welcoming approach. Good judgement and decision-making skills when handling inquiries, transferring calls and identifying potential client opportunities. Ability to remain calm, professional and organised in a fast-paced environment with moderate to high call volumes. Strong attention to detail, particularly when recording messages, updating client information and managing communications. Excellent organisational and time management skills, with reliable follow-through on assigned tasks. Ability to learn new software, procedures and communication protocols quickly. Discretion and professionalism when managing confidential information and sensitive client communications. A resourceful, proactive and solution-oriented mindset, with the ability to adapt to changing priorities. Ability to work independently while contributing effectively to a collaborative remote team. Familiarity with CRM and legal practice management systems, particularly Clio, is an advantage. Experience with Microsoft Outlook and Microsoft Teams for email, calendar management and internal communication is beneficial. Benefits: Monthly compensation ranging from USD 1,015 to USD 1,100. 100% remote working arrangement, allowing you to work from home in South Africa. Full-time, long-term career opportunity. Paid time off (PTO). Performance-related bonuses. Parental leave. Professional development opportunities and training programmes. Dedicated team support throughout your employment. Opportunity to work with an international team and gain experience supporting a US-based legal practice. Supportive working environment focused on collaboration, professional growth and shared values.