Client Experience Specialist
InfoTrack US
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $22 per hour
Job Level
JuniorMid-Level
About the role
- 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.
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.
Benefits
- 401(k) Match
- Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
- Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
- 20 Days of Paid Time Off (PTO)
- 11 Paid Holidays
- “Be Me Time” off for mental health, re-charging, volunteering
- Matching Gift Program
- Monthly Internet Stipend for Remote Employees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportCRM systemsSalesforceSaaStelephonic support systemsDialPadlegal supportlitigation support
Soft skills
communicationproblem-solvingadvocacycollaborationclient experience enhancementde-escalationteamworklearning ownership
Certifications
high school diplomaadvanced studies