Client Experience Specialist

Client Experience Specialist - Bilingual English/Spanish Do you want a job where you can show up and make a difference in the world every day? Are you ready to join a dynamic, mission-driven company? At Alexandra Lozano Immigration Law (AA) we are dedicated to changing the lives of the Latino immigrant community through zealous advocacy, finding creative solutions and aggressive legal strategies. Apply today to join our team and become a part of our mission Are you passionate about making a tangible difference in people’s lives? Join our team as a Client Experience Specialist and be the guiding force for our clients as they navigate their legal journey. In this role, you will: Provide Assurance: Keep clients informed about the status of their case, ensuring they feel supported and reassured throughout the process. Expert Guidance: Utilize your extensive legal knowledge to guide clients step-by-step, both internally and externally. 1:1 Client Interaction: This is not a call center position. You will work closely with clients on a one-on-one basis, building meaningful relationships and offering personalized support. Onsite job in Calle 116#21-50 en Santa Barbara - Bogota. Work Schedule The schedule for this role will be rotating based on work requirements , with shifts distributed between Monday to Saturday . Please note that employees will always have two days off per week , which may not necessarily fall on consecutive days. The rotating shifts are as follows (all times are in COL Timezone): 8:30 am to 6:30 pm 9:00 am to 7:00 pm 9:30 am to 7:30 pm 10:00 am to 8:00 pm Candidates must be flexible and available to work within these rotating shifts. Responsibilities Respond to customer inquiries via various channels (phone, email, chat, social media) in a timely and professional manner. Provide accurate information about products or services and address customer concerns or issues. Identify and troubleshoot customer problems, finding effective solutions to ensure a positive customer experience. Collaborate with other departments to resolve complex issues and elevate when necessary. Gather customer feedback and insights to understand their needs, preferences, and pain points. Utilize feedback to improve products, services, and overall customer satisfaction. Maintain detailed and accurate records of customer interactions, feedback, and resolutions. Use customer relationship management (CRM) tools to track customer interactions and issues. Collaborate with cross-functional teams to identify areas for process improvement that contribute to a better customer experience. Recommend and implement improvements to enhance customer satisfaction and streamline processes. Stay informed about products, services, and industry trends to effectively assist customers. Provide training to other team members on customer service best practices. Identify opportunities to turn satisfied customers into brand advocates. Encourage and facilitate positive customer reviews and testimonials. Perform other related duties as assigned. Qualifications Previous experience in customer service, support, or a related field is an advantage. Ability to analyze situations, identify problems, and propose effective solutions. Excellent verbal and written communication skills. Ability to convey complex information in a clear and understandable manner. Strong empathy and understanding of customer needs and concerns. Flexibility to adapt to changing customer needs and business priorities. Ability to collaborate with cross-functional teams to achieve common goals. Familiarity with customer service software, CRM systems, and other relevant tools. Dedication to providing exceptional customer service and creating positive customer experiences. Patience in dealing with challenging customer situations and resilience in handling high-pressure scenarios. Willingness to learn and adapt to new technologies, products, and industry trends. If you’re committed to excellent client service and want to make a real impact, we invite you to apply for this rewarding opportunity. WHO WE ARE Alexandra Lozano Immigration Law is headquartered in Seattle, WA with offices in Los Angeles, Chicago, and Texas. Our team of passionate and highly trained individuals are doing life changing work for immigrants to the United States. We are a client-focused, results-oriented firm specializing in humanitarian immigration - 360 VAWA, U Visa, and T Visa as well as post-deportation options. We are one of the fastest growing companies in America (#247 on Inc.5000), and our unique approach to cases has a proven success rate of over 90%. Our compensation and benefits are highly competitive, and we are always looking for people with a combination of grit and kindness, intelligence and empathy, and a desire to help improve people’s lives - if this sounds like you, we would love to meet you. #J-18808-Ljbffr