Tier 1-Client Experience Specialist

• →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.

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

• Minimum of 1 year of customer or client support experience in a professional, office‑based, 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 high‑volume inquiries, resolving customer issues, following structured processes, and providing service through both in‑person 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.

• 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.

• Background working with customers in regulated, compliance-driven industries (legal, immigration, healthcare, finance).
• Experience handling moderately complex, multi‑step, or time‑sensitive 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. 

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.