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Client Escalations Specialist

2 weeks, 1 day ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM Salesforce
Apply Now
InfoTrack US

InfoTrack US

InfoTrack US provides a technology platform that integrates with leading case management systems to automate court filing and service tasks for law firms, streamlining workflows and enhancing efficiency in the legal industry.

Internet Software & Services
51-250
Founded 2000
View All Jobs 2

Description

  • Act as the primary contact for upper-level support and de-escalate sensitive client situations.
  • Proactively monitor and resolve problem jobs while prioritizing a high-quality client experience.
  • Investigate issues and identify root causes using available resources to deliver efficient resolutions.
  • Maintain accurate records in ServeManager and follow established policies and procedures.
  • Partner with the manager to meet corporate and department goals.
  • Stay current on technological advancements to improve service levels and efficiency.
  • Assist in onboarding new team members.

Requirements

  • 3+ years of experience in Customer Support, preferably in a call center.
  • Familiarity with the legal services industry is advantageous.
  • Proficiency with CRM tools and customer support software such as Salesforce and Intercom.
  • Excellent written and verbal communication skills with strong interpersonal abilities.
  • Ability to thrive in a fast-paced environment with self-motivation and initiative.
  • Strong time management and organizational skills with a proactive approach.
  • Ability to collaborate effectively 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.

Benefits

  • Starting base pay of $24.00 to $30.50 per hour.
  • 401(k) match.
  • Medical, dental, and vision insurance with 85% of employee premiums covered by InfoTrack and 70% of family premiums covered.
  • Employer-funded short-term and long-term disability, life, and AD&D insurance.
  • 20 days of paid time off.
  • 11 paid holidays.
  • Be Me Time off for mental health, recharging, and volunteering.
  • Matching gift program and monthly internet stipend for remote employees.

Interested in this position?

Apply directly on the company website

Apply Now

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