Client Experience Specialist
I
InfoTrack USLegal Services SaaS
United States, Pacific TimeFull-TimeMiddle
Salary19 - 22 USD per hour
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Job Details
- Experience
- 2+ years in Customer Support, 2+ years working with CRM systems, 1+ years in legal/litigation support
- Required Skills
- SalesforceSaaS
Requirements
- 2+ years experience in Customer Support
- Call Center experience preferred
- 2+ years experience working with CRM systems
- Salesforce experience preferred
- Experience in SaaS (legal services preferred)
- Skilled in optimizing telephonic support systems
- DialPad experience preferred
- 1+ years experience 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.
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