InfoTrack US
legal services
ClientEscalationsSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Client Escalations Specialist at InfoTrack US. Skills: Client Escalations, Customer Support, Problem Solving, De-escalation. 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”
What You'll Achieve.
ensuring the seamless resolution of client issues; contributing to our commitment to operational excellence and continuous improvement; providing efficient resolutions for our clients; prioritizing a high-quality client experience; meet corporate and department goals
Industry & Context.
Employ problem-solving skills to identify root causes, leveraging all available resources for efficient resolutions
Candidates must be available to work a schedule that falls between 8:00 a. m. and 6:00 p. m. Pacific Time.
What They're Looking For.
Must Have
3+ years in Customer Support, Proficient in CRM tools and customer support software (e. g. , Salesforce, Intercom), Excellent written and verbal communication with interpersonal skills, Ability to thrive in a fast-paced environment, demonstrating self-motivation and initiative, time management and organizational skills with a proactive approach, Effective collaboration with diverse personalities and skillsets across all organizational levels
Nice to Have
legal services industry familiarity is advantageous
What You'll Do.
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
How You'll Work.
Team & Collaboration
Partner with your manager to meet corporate and department goals; Effective collaboration with diverse personalities and skillsets across all organizational levels
Communication Scope
Excellent written and verbal communication; interpersonal skills
Full Job Description
### About One Legal, an InfoTrack Company 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. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us. ### 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 supp
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