Customer Service Representative

About the RoleTerraImm is seeking a professional and client-focused Customer Service Representative – Entry-Level Case Analyst to support our clients throughout the case process.This is primarily a customer service position that also provides entry-level experience in case coordination, client intake, document collection, and case management. The ideal candidate is patient, organized, comfortable handling frequent client communication, and interested in developing a career in immigration services.Training will be provided.ResponsibilitiesProvide professional customer service to clients by phone, email, and other communication channelsAnswer general questions regarding case status, required documents, and next stepsConduct follow-up calls and provide clients with timely updatesAssist with client intake and collect necessary informationRequest, receive, and organize client documentationReview submitted documents for completenessEnter and update client information in the case management systemMaintain accurate notes and records of all client communicationsTrack outstanding documents, deadlines, and follow-up itemsEscalate legal questions and complex concerns to the appropriate team memberCoordinate with case managers, attorneys, and other internal departmentsAssist in resolving routine client concerns professionally and efficientlyProtect confidential and sensitive client informationPerform additional customer service and case-support duties as assignedQualificationsHigh school diploma or equivalent required; associate or bachelor’s degree preferredPrevious customer service, call center, receptionist, hospitality, or office experience preferredFluency in English and Spanish requiredStrong verbal and written communication skillsProfessional, patient, and comfortable speaking with clientsStrong organization and attention to detailAbility to manage frequent calls, emails, and follow-upsComfortable working in a fast-paced, deadline-driven environmentBasic computer and data-entry skillsAbility to handle confidential information responsiblyWillingness to learn immigration case processes and procedures