[Hiring] Client Escalations Specialist @InfoTrack US

Role Description

As a Client Escalations Specialist within One Legal, you will play a pivotal role in ensuring the seamless resolution of client issues, contributing to our commitment to operational excellence and continuous improvement. We are seeking a versatile team member who excels in active listening, problem-solving, and deploying de-escalation techniques to provide efficient resolutions for our clients.

• Act as the primary contact for upper-level support and de-escalate sensitive client situations
• Proactively monitor and resolve problem jobs, prioritizing a high-quality client experience
• Employ problem-solving skills to identify root causes, leveraging all available resources for efficient resolutions
• Maintain accurate records within ServeManager, ensuring adherence to established policies
• Partner with your manager to meet corporate and department goals
• Stay updated on technological advancements to enhance service levels and efficiency
• Assist in the onboarding of new team members

Qualifications

• 3+ years in Customer Support, preferably in a Call Center; legal services industry familiarity is advantageous
• Proficient in CRM tools and customer support software (e.g., Salesforce, Intercom)
• Excellent written and verbal communication with strong interpersonal skills
• Ability to thrive in a fast-paced environment, demonstrating self-motivation and initiative
• Strong time management and organizational skills with a proactive approach
• Effective collaboration with diverse personalities and skillsets across all organizational levels
• Candidates must be available to work a schedule that falls between 8:00 a.m. and 6:00 p.m. Pacific Time

Requirements

• The anticipated starting base pay range for this role is $24.00 per hour - $30.50 per hour
• Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications and internal pay equity

Benefits

• 401(k) Match
• Medical, Dental, & Vision Insurance - 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program
• Monthly Internet Stipend for Remote Employees