Customer Service Representative
Terra Labor Consulting Group, Houston, Texas, United States, 77001
Customer Service Representative
The Customer Service Representative 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
The Customer Service Representative 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