Client Experience Specialist

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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.

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.