Client Escalations Specialist
One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership.
About the role
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.
Responsibilities
- 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
Requirements
- 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.
Pay
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