Client Escalations Specialist

InfoTrack US

Client Escalations Specialist within One Legal ensuring seamless resolution of client issues while enhancing operational excellence. Focused on client experience and effective problem-solving strategies.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $24 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Support with a focus on problem-solving and client experience enhancement. Proficient in CRM tools and effective communication, with strong organizational skills to manage diverse client interactions.

Highest-signal resume keywords

Customer Support ExperienceCRM Tools ProficiencyProblem-Solving SkillsExcellent CommunicationTime Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SupportProblem ResolutionRecord MaintenanceService Level EnhancementOnboarding Assistance

Soft Skills

Interpersonal SkillsSelf-MotivationInitiativeCollaborationOrganizational Skills

Tools & Technologies

SalesforceIntercomServeManager

Industry Keywords

Call Center ExperienceLegal Services Familiarity

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years in Customer Support, preferably in a Call Center; legal services industry familiarity is advantageous
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, demonstrating self-motivation and initiative
Strong time management and organizational skills with a proactive approach
Effective collaboration with diverse personalities and skillsets across all organizational levels
Candidates must be available to work a schedule that falls between 8:00 a.m. and 6:00 p.m. Pacific Time.

Benefits

Comp & perks

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