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Client Experience Specialist

2 weeks, 3 days ago
United States
Full-time
Junior
Customer Success
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 5

Description

  • Guide clients through the One Legal platform to complete tasks and resolve issues.
  • Respond to client inquiries using clear verbal and written communication.
  • Maintain accurate client records in Salesforce.
  • Advocate for clients by reviewing materials and sharing feedback with internal teams.
  • Represent the client voice to help influence product improvements.
  • Solve problems efficiently to deliver a high-quality client experience.
  • Track and act on key KPIs to support exceptional service outcomes.
  • Assist with onboarding new team members and support consistent team practices.
  • Use new technology and process improvements to increase service efficiency.
  • Help de-escalate client issues and minimize delays.

Requirements

  • 2+ years of experience in customer support, with call center experience preferred.
  • 2+ years of experience working with CRM systems; Salesforce experience preferred.
  • Experience in SaaS, especially legal services, is a plus.
  • Experience optimizing telephonic support systems; DialPad experience preferred.
  • 1+ years of experience in legal or litigation support preferred.
  • High school diploma required; advanced studies or equivalent work experience valued.
  • Ability to work fully remote in Pacific Time hours, Monday through Friday, 9:00am - 6:00pm PT.
  • Strong communication, active listening, multitasking, and problem-solving abilities.
  • Reliability, composure under pressure, empathy, and openness to coaching.
  • Curiosity and a commitment to continuous learning and teamwork.

Benefits

  • Starting base pay of $19.25 - $22.50 per hour.
  • 401(k) match.
  • Medical, dental, and vision insurance.
  • Employer-funded short-term and long-term disability, life, and AD&D insurance.
  • 20 days of paid time off (PTO).
  • 11 paid holidays.
  • "Be Me Time" for mental health, recharging, and volunteering.
  • Matching gift program.

Interested in this position?

Apply directly on the company website

Apply Now

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