Tier 1-Client Experience Specialist

BAL; Richardson (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Unlimited vacation

401(k) with company match

Sick time

Job summary

Berry Appleman & Leiden (BAL) seeks a Client Experience Specialist - Tier 1 to serve as the first point of contact for Foreign Nationals, guiding inquiries and coordinating with legal teams. You will use templates and escalation protocols to resolve routine issues while maintaining high service standards and customer focus.

The role emphasizes written communication, teamwork with the Client Experience and legal teams, and adherence to SLAs in a fast-paced immigration services environment.

Qualifications

• Clear and professional written and verbal communication skills.
• Strong attention to detail and ability to follow structured processes.
• Ability to manage multiple active conversations or tasks while maintaining accuracy and professionalism.
• Demonstrated empathy, active listening, and a service-oriented mindset.
• Understanding of basic escalation procedures and when an issue should be routed to a higher tier.

Responsibilities

• Frontline Support: Provide high-quality service by responding to foreign national inquiries across email, chat, etc. using templates, macros, and tags.
• Issue Escalation: Identify and elevate 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 times.
• Team Collaboration: Work with the Client Experience department and legal teams to deliver seamless support and enhance client satisfaction.
• Service Standards: Meet SLAs for response times while maintaining accuracy and professionalism.
• Proactive Communication: Share workload updates, trends, and issues with team members and leadership.
• Continuous Learning: Participate in trainings to stay current with platform enhancements and procedures.
• Team Contribution: Support platform improvement initiatives and collaborate with colleagues.

Skills

Written communication

Attention to detail

Multitasking

Empathy

Escalation procedures

Education

High school diploma

Bachelor’s degree

Job description

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. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll 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 aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenges and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t 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.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s 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 people’s 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 elevate 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:

Education:

• High school diploma required.
• Bachelor’s degree preferred.

Required Experience:

• Minimum of 1 year of customer or client support experience in a professional, officeâbased, or structured service environment (such as a customer support center, help desk, or corporate services).
  • Retail or hospitality customer service experience may be considered if it demonstrates strong transferable skills, such as managing highâvolume inquiries, resolving customer issues, following structured processes, and providing service through both inâperson and written channels.
• Demonstrated comfort supporting customers primarily through written communication (email, chat, ticketing systems).
• Ability to resolve routine customer inquiries using predefined workflows, scripts, or structured processes.

Required Core Skills:

• Clear and professional written and verbal communication skills.
• Strong attention to detail and the ability to follow structured processes.
• Ability to manage multiple active conversations or tasks while maintaining accuracy and professionalism.
• Demonstrated empathy, active listening, and a service-oriented mindset.
• Understanding of basic escalation procedures and when an issue should be routed to a higher tier.

Preferred Experience:

• Background working with customers in regulated, compliance-driven industries (legal, immigration, healthcare, finance).
• Experience handling moderately complex, multiâstep, or timeâsensitive customer issues.
• Experience deescalating frustrated customers or supporting customers in high-volume environments.
• Familiarity with omni-channel communication platforms or similar tools.
• Experience accurately documenting client interactions in a CRM or case-management system.

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.