Client Escalations Specialist

About One Legal, An InfoTrack Company

One Legal, a division of InfoTrack, offers a comprehensive online platform for legal professionals to file court documents in all California courts and manage nationwide service of process. With over 30 years of innovation, One Legal is recognized as a leading provider of technology solutions in the legal sector.

We prioritize a high-performance workplace culture rooted in professional growth, transparent communication, and leadership accessibility. If you are motivated and wish to contribute to a leading market solution that positively impacts clients, we encourage you to join our team.

Role Overview

The Client Escalations Specialist will be instrumental in resolving client concerns smoothly to uphold our standards of operational excellence and drive continuous enhancements. We seek a versatile individual skilled in active listening, resolving conflicts, and applying de-escalation strategies to ensure timely client satisfaction.

Key Responsibilities

• Serve as the main liaison for elevated client support matters and defuse sensitive situations.
• Proactively track and address problematic cases, focusing on delivering superior client experiences.
• Utilize problem-solving capabilities to determine root causes and leverage available tools for quick issue resolution.
• Keep precise documentation using ServeManager in compliance with company policies.
• Collaborate with management to achieve departmental and organizational objectives.
• Remain informed about new technology to improve service quality and operational efficiency.
• Support the onboarding process for new team members.

Qualifications

• Minimum of three years in customer support, preferably in call center environments; experience in legal services is a plus.
• Familiarity with CRM platforms like Salesforce and Intercom.
• Strong verbal and written communication skills coupled with excellent interpersonal abilities.
• Ability to excel in a fast-moving environment, demonstrating initiative and self-direction.
• Effective time management, organizational skills, and a proactive mindset.
• Capability to work harmoniously with diverse personalities and across all organizational tiers.

Working Hours

Candidates must be available to work shifts scheduled between 8:00 a.m. and 6:00 p.m. Pacific Time.

Compensation

The starting hourly wage for this role ranges from $24.00 to $30.50, influenced by various factors such as experience, skills, certifications, and internal pay structures.

Benefits

• 401(k) retirement plan with employer match
• Medical, dental, and vision insurance with InfoTrack covering 85% of employee premiums and 70% of family premiums
• Employer-funded short- and long-term disability, life insurance, and accidental death and dismemberment insurance
• 20 paid days off annually
• 11 paid holidays
• "Be Me Time" for mental health, volunteering, and rejuvenation
• Matching gift program
• Monthly internet allowance for remote employees

Our Commitment to Diversity and Inclusion

We value the individuality, background, knowledge, and talents that each employee brings. Our commitment to equal opportunity employment ensures that all qualified candidates, regardless of various personal and demographic factors, are welcomed and supported. We adhere to relevant fair chance laws concerning applicants with criminal records.