Client Escalations Specialist
New
O
One LegalLegal Services
United States, 8:00 a.m. to 6:00 p.m. Pacific TimeFull-TimeMiddle
Salary$24.00 per hour - $30.50 per hour
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Job Details
- Experience
- 3+ years
- Required Skills
- SalesforceProblem SolvingCRMCustomer support
Requirements
- 3+ years in Customer Support, preferably in a Call Center
- 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
- Strong time management and organizational skills
- Proactive approach to problem-solving
- Effective collaboration with diverse personalities and skillsets across all organizational levels
- Availability to work a schedule between 8:00 a.m. and 6:00 p.m. Pacific Time
- Legal services industry familiarity is advantageous
Responsibilities
- 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
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