Customer Service Rep

Position Summary

The Customer Service Representative (CSR) serves as a primary point of contact for TerraImm clients, providing support throughout the immigration case lifecycle. This role focuses on client communication, case updates, issue resolution, and ensuring a positive client experience while maintaining compliance with company policies and non-legal service guidelines.

Key Responsibilities

Serve as the main point of contact for clients via phone, email, and digital platforms

Provide accurate and timely case status updates and general process information

Respond to client inquiries, concerns, and requests in a professional and empathetic manner

Escalate complex issues, compliance concerns, or legal questions to appropriate internal teams

Maintain detailed and accurate client records in CRM and case management systems

Coordinate with Case Managers, Sales, and Operations teams to ensure smooth case handoffs

Follow internal SOPs and quality standards for client communications

Assist with appointment scheduling, document follow-ups, and client onboarding tasks

Maintain confidentiality and data integrity at all times

Participate in training sessions and continuous improvement initiatives

Qualifications

High school diploma or equivalent required; additional education preferred

Strong verbal and written communication skills

Bilingual in Spanish and English required

Comfortable working in fast-paced, deadline-driven environments

Proficiency with CRM systems, email platforms, and basic office software

Strong organizational skills and attention to detail