Customer Experience – Tier 1

Who we are: BAL•Richardson, TX

16d

About The Position

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.

Requirements

High school diploma or associate’s degree required; bachelor’s 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.

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.