Remote Client Experience Specialist

Summary

Join One Legal as a Client Experience Specialist to play a pivotal role in a dynamic support team, addressing client inquiries through clear communication, and ensuring efficient resolutions that meet clients' needs.

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

Responsibilities

• 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

Benefits

• $19.25 - $22.12 per hour
• 401(k) Match up to 5%
• 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