Client Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide clients through the One Legal platform to accomplish tasks.

• Ensure client records are accurately maintained in Salesforce.

• Take ownership of learning and communicate effectively with the manager.

• Review client documents and provide constructive feedback to internal teams.

• Efficiently resolve issues and deliver a superior client experience.

• Advocate for the client perspective to drive product enhancements.

• Seek innovative solutions to improve the employee experience and celebrate team achievements.

• Collaborate with the manager to achieve corporate objectives.

• Understand and act upon key KPIs to provide exceptional client service.

• Continuously enhance the client experience through proactive learning initiatives.

• Adopt new technologies to boost service quality and efficiency.

• Identify productivity challenges and propose enhancements.

• Assist in the onboarding process for new team members.

• Prioritize de-escalation strategies to minimize delays for clients.

• Adhere to company policies and guidelines.

• Engage in discussions to ensure consistent practices and effective communication.

⛳️ Requirements

• Minimum of 2 years in Customer Support, preferably with Call Center experience.

• At least 2 years of experience with CRM systems; familiarity with Salesforce is preferred.

• Experience in SaaS, particularly within legal services, is advantageous.

• Proficient in optimizing telephonic support systems; experience with DialPad is preferred.

• Over 1 year of experience in legal/litigation support is preferred.

• High school diploma required; advanced studies or equivalent professional experience is valued.

• Availability to work Monday–Friday, from 9:00am to 6:00pm Pacific Time.

• Strong verbal and written communication skills.

• Capable of active listening, demonstrating empathy, multitasking, maintaining composure under pressure, and being receptive to coaching.

🏝️ Benefits

• 401(k) Match

• Medical, Dental, & Vision Insurance

• 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, recharging, and volunteering

• Matching Gift Program

• Opportunities for professional development

• Open communication and transparent leadership

• Emphasis on work/life balance