Client Experience Specialist

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November 13

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InfoTrack US

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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.

51 - 200 employees

📋 Description

• 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.

🏖️ 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