Customer Experience – Tier 1

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do but never at the expense of our values. Theres no denying our work is demanding both in volume and pace but were up for the challenge. We love the balance of hard work and fun so youll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued rewarded and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You arent afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you arent afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

Were better together: A bright driven person like you and an industry-leading powerhouse like BAL Its a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in peoples lives. Come be a part of something special where you can have an impact and be valued just for being you!

In addition to competitive pay a discretionary annual bonus and a supportive team oriented culture we offer an outstanding benefits package that includes medical dental vision disability and life insurance sick time unlimited vacation and 401(k) with company match.

OVERVIEW:
At BAL we are committed to providing unparalleled services to our global and diverse clientele. We are dedicated to excellence innovation and delivering exceptional client experiences at every stage of engagement.

We are seeking a Client Experience Specialist - Tier 1 to serve as the first point-of-contact for Foreign Nationals providing timely guidance and support on immigration-related inquiries. This individual will play a key role in adopting and effectively using the technology solution that supports these interactions while exercising sound judgement in engaging legal teams and other stakeholders when appropriate.

PRIMARY RESPONSIBILITIES:

• Frontline Support: Provide high-quality service by responding to foreign national (FN) inquiries across multiple channels (email chat etc.) using established templates macros and tags.
• Issue Escalation: Identify and escalate substantive legal or complex inquiries to appropriate teams following defined protocols.
• Platform Utilization: Manage and monitor conversations through the technology solution ensuring adherence to service standards and response time expectations.
• Team Collaboration: Partner closely with the Client Experience department and/or legal team members to deliver seamless support and enhance client satisfaction.
• Service Standards: Meet assigned service level agreements (SLAs) for response times while maintaining accuracy professionalism and a customer-centric approach.
• Proactive Communication: Communicate workload updates trends and potential issues to team members and leadership in a timely manner.
• Continuous Learning: Participate in ongoing trainings to stay current with platform enhancements communication standards and escalation procedures.
• Team Contribution: Foster a positive collaborative work environment by sharing feedback and supporting platform improvement initiatives.

QUALIFICATIONS:

• High school diploma or associates degree required; bachelors degree preferred.
• 1 years of customer service experience in any professional environment preferred (legal immigration technology finance healthcare or related fields a plus).
• Comfortable using communication technologies (email chat ticketing systems); experience with omni-channel platforms preferred but not required.
• Understanding of escalation procedures and structured escalation paths.
• Strong attention to detail organizational skills and the ability to follow structured processes.
• Empathy active listening skills and a service-oriented mindset.
• Ability to multitask effectively in a fast-paced evolving environment while maintaining a professional demeanor.
• Clear and professional verbal and written communication skills.

WORKING CONDITIONS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop kneel bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying filing delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill and/or ability required and are not intended to be an exhaustive list of all duties responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race color national origin religion gender gender identity or expression age disability alienage or citizenship status marital status creed genetic predisposition or carrier status sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes including those submitted to hiring managers shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner please forward your contact information to