Client Escalations Specialist
About Our Client
The organization operates as an online solution provider for legal professionals, facilitating court document filing in California and managing nationwide service of process. With over 30 years in the legal technology industry, the company addresses challenges in legal document processing by delivering streamlined, technology-driven services.
About the Opportunity
The Client Escalations Specialist plays a critical role in resolving client issues efficiently, ensuring operational excellence and continuous improvement. This position is responsible for managing sensitive client situations, monitoring problem cases, and contributing to a high-quality client experience through effective problem-solving and collaboration.
Responsibilities
- Serve as the primary contact for upper-level support and de-escalate sensitive client issues
- Proactively monitor and resolve problem jobs prioritizing client experience
- Identify root causes of issues and leverage resources for resolution
- Maintain accurate records in ServeManager following company policies
- Collaborate with management to achieve corporate and departmental goals
- Stay informed on technology updates to improve service and efficiency
- Aid with onboarding new team members
Requirements
- Minimum 3 years of customer support experience, preferably in a call center
- Familiarity with legal services industry is advantageous
- Proficiency in CRM and customer support software (e.g., Salesforce, Intercom)
- Strong written and verbal communication skills
- Able to work effectively in a fast-paced environment with self-motivation
- Excellent time management and organizational skills
- Able to collaborate with diverse teams and personalities
- Availability to work between 8:00 a.m. and 6:00 p.m. Pacific Time
Pay Range and Compensation Package
$24.00 per hour to $30.50 per hour, depending on experience and qualifications
Benefits & Perks
- 401(k) match
- Medical, dental, and vision insurance with significant premium coverage
- Employer-funded short and long-term disability, life, and accidental death insurance
- 20 days of paid time off
- 11 paid holidays
- Additional personal time off for mental health and volunteering
- Matching gift program
- Monthly internet stipend for remote employees
Equal Opportunity Statement
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.