Customer Service Representative

About the Role

TerraImm 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.

Responsibilities

• Provide professional customer service to clients by phone, email, and other communication channels
• Answer general questions regarding case status, required documents, and next steps
• Conduct follow-up calls and provide clients with timely updates
• Assist with client intake and collect necessary information
• Request, receive, and organize client documentation
• Review submitted documents for completeness
• Enter and update client information in the case management system
• Maintain accurate notes and records of all client communications
• Track outstanding documents, deadlines, and follow-up items
• Escalate legal questions and complex concerns to the appropriate team member
• Coordinate with case managers, attorneys, and other internal departments
• Assist in resolving routine client concerns professionally and efficiently
• Protect confidential and sensitive client information
• Perform additional customer service and case-support duties as assigned

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Previous customer service, call center, receptionist, hospitality, or office experience preferred
• Fluency in English and Spanish required
• Strong verbal and written communication skills
• Professional, patient, and comfortable speaking with clients
• Strong organization and attention to detail
• Ability to manage frequent calls, emails, and follow-ups
• Comfortable working in a fast-paced, deadline-driven environment
• Basic computer and data-entry skills
• Ability to handle confidential information responsibly
• Willingness to learn immigration case processes and procedures