Client Escalations Specialist

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InfoTrack US

WebsiteLinkedInAll Job Openings

51 - 200 employees

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

📋 Description

• 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.

🏖️ 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