Client Experience Specialist

About the role

As a Client Experience Specialist at One Legal, you will play a pivotal role in a dynamic and client-focused support team dedicated to educating, empowering, and advocating for our clients. Your primary responsibility will be to address and resolve client inquiries through clear, effective verbal and written communication, with a strong emphasis on active listening and understanding. You'll ensure efficient and effective resolutions that meet our clients' needs by leveraging all available resources.

Responsibilities

• Lead clients through the One Legal platform to complete tasks.
• Maintain accurate client records in Salesforce.
• Own your learning and communicate effectively with your manager.
• Advocate for clients by reviewing materials and providing feedback to internal teams.
• Solve problems efficiently, ensuring a high-quality client experience.
• Represent the client's voice to influence product improvements.
• Seek solutions to enhance the employee experience and celebrate team successes.
• Collaborate with your manager to meet corporate goals.
• Understand and act on key KPIs to consistently deliver exceptional client service.
• Continuously improve the client experience through proactive learning.
• Embrace new technology to improve service and efficiency.
• Address productivity issues with your team and suggest improvements.
• Assist in onboarding new team members.
• Focus on de-escalation to minimize client delays.
• Follow all policies and guidelines.
• Participate in discussions to ensure consistent practices and communication.

Requirements

• 2+ years in Customer Support, with a preference for Call Center experience.
• 2+ years working with CRM systems; Salesforce experience preferred.
• Experience in SaaS, especially in legal services, is a plus.
• Skilled in optimizing telephonic support systems; DialPad experience preferred.
• 1+ years in legal/litigation support preferred.
• High school diploma required; advanced studies or equivalent work experience valued.

Compensation

The anticipated starting base pay range for this role is listed below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

$20.00 - $27.00 per hour

Benefits

What Sets InfoTrack apart
At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

• 401(k) Match
• Medical, Dental, & Vision Insurance
• 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