InfoTrack US · 11 hours ago
Client Escalations Specialist
United States
Full-time
Remote
Mid Level
$24/hr - $30.50/hr
3+ years expInfoTrack US, through its division One Legal, is a leading provider of online solutions for legal professionals. The Client Escalations Specialist will ensure the seamless resolution of client issues, focusing on operational excellence and continuous improvement.
Information TechnologyLegalLegal TechSoftware
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
Qualification
Required
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
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
Company
InfoTrack US
InfoTrack US is a legal technology firm that provides a platform with legal data, services, and smart searches.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ed Watts
CEO
Sebastian Mill
Chief Technology Officer
Recent News
2024-02-09
Company data provided by crunchbase