Customer Service Representative-

**Job Summary**:
The client comes first in our firm and they are provided with client/attorney privilege on all their personal matters. The new hires we will consider are self-starters and maintain a mindset of how they can further help a client and how they are able to maintain a productive work environment for themselves and coworkers.

**Key Responsibilities**:
**Client Interaction**:

- Conduct in-person appointments with clients to discuss their cases, gather necessary evidence, and address client inquiries.
- Provide clients with important case updates, ensuring they are informed and engaged throughout the process and all steps possible are made to move their cases/matters forward.
- Deliver and receive critical documents, such as work permits, green cards, missing medical documents or evidence, and so forth.
- Facilitate client payments virtually, via phone etc.

**Document and Case Management**:

- Collect, organize, and upload evidence received from clients, both in person and electronically, into the appropriate client file into the firm's CRM.
- Manage client notices by saving them to the case file and promptly sharing them with the client. While working with the USCIS and federal agencies, updates become available and the firm ensures our clients are up to date on all steps.
- Prepare cases for client review, ensuring all documents are complete and ready for final signatures.
- Maintain and update client files in accordance with internal protocols and compliance standards.
- Strict protection of client data is paramount in our firm. All IT Security measures must be followed.

**Support and Coordination**:

- Collaborate with attorneys, legal line managers, supervisors, and other department heads to ensure seamless case progression.
- Coordinate with clients and team members to meet deadlines and address urgent needs.
- Work closely with other team members to handle office responsibilities, ensuring a professional and welcoming environment.

**Office Operations**:

- Monitor and respond to client questions and concerns efficiently, ensuring exceptional service and satisfaction.
- Maintaining business SLA's, achieving your individual metrics and staying up to date on training, updates in the business and SOP's.
- Ensure all client-facing interactions reflect professionalism and empathy.
- Empathy is very important to us and we seek sincere individuals that also wish to help change lives.

**Qualifications**:

- Bachelor's degree preferred. Ideally a background in paralegal studies or a related field such as legal studies, political science, or international relations. Certificate in paralegal studies is a plus
- Experience in client-facing roles, such as account management, client relations, customer service, administrative support, or legal assistance.
- Proficiency in using case management (CRM) or database software is a plus.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities.
- Excellent communication skills, both written and verbal, with a customer-first approach in Spanish and English.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Comfortable handling sensitive and confidential information with professionalism and discretion.
- Bilingual: English/Spanish.

**Amazing Benefits Include**:

- Health Insurance (100% Employer Paid for employees and qualified dependents)
- Dental & Vision Coverage
- Long-Term Disability Insurance
- Paid Time Off (PTO) & Sick Leave
- Life Insurance
- Employee Appreciation Events
- Employee Assistance Program (EAP)

**Work Environment**:
**Location**: Mexico City, Mexico - On-Site
**Schedule**: Full-Time