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 accurate client information is maintained in Salesforce.

• Take ownership of your professional development and communicate effectively with your manager.

• Advocate for clients by reviewing materials and offering feedback to internal teams.

• Resolve issues efficiently to guarantee a superior client experience.

• Represent the client's perspective to drive product enhancements.

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

• Work with your manager to achieve corporate objectives.

• Comprehend and act upon key performance indicators to consistently provide outstanding client service.

• Continuously enhance the client experience through proactive learning.

• Adopt new technologies to boost service quality and operational efficiency.

• Address productivity challenges within your team and propose enhancements.

• Support the onboarding process for new team members.

• Prioritize de-escalation strategies to reduce client wait times.

• Adhere to all policies and guidelines.

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

⛳️ Requirements

• Minimum of 2 years in Customer Support, with a preference for Call Center experience.

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

• Familiarity with SaaS, particularly in legal services, is advantageous.

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

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

• High school diploma is required; advanced education or equivalent work experience is valued.

🏝️ 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