Client Escalations Specialist
The Client Escalations Specialist at InfoTrack US plays a pivotal role in ensuring the seamless resolution of client issues, contributing to the company's commitment to operational excellence and continuous improvement. This position is integral to maintaining high-quality client experiences through effective problem-solving and de-escalation techniques.
In this role, the specialist will act as the primary contact for upper-level support, de-escalating sensitive client situations, and proactively monitoring and resolving problem jobs. They will employ problem-solving skills to identify root causes, leveraging all available resources for efficient resolutions, and maintain accurate records within ServeManager, ensuring adherence to established policies. Additionally, the specialist will partner with their manager to meet corporate and department goals, stay updated on technological advancements to enhance service levels and efficiency, and assist in the onboarding of new team members.
Candidates should have at least 3 years of experience in customer support, preferably in a call center environment, with familiarity in the legal services industry being advantageous. Proficiency in CRM tools and customer support software, such as Salesforce and Intercom, is required. Excellent written and verbal communication skills, strong interpersonal abilities, and the capacity to thrive in a fast-paced environment are essential. Strong time management and organizational skills, along with effective collaboration with diverse personalities and skill sets across all organizational levels, are also important.
The anticipated starting base pay range for this role is $50,000 to $63,000 per year. Benefits include a 401(k) match, medical, dental, and vision insurance (with 85% of employee premiums covered by InfoTrack and 70% for 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, and volunteering, a matching gift program, and a monthly internet stipend for remote employees.
InfoTrack US is a leader in innovative technology solutions for legal professionals, providing a SaaS platform that offers intelligent search, automated workflow, eFiling, and other services for legal professionals, primarily in the US and Australia. The company fosters a high-performance culture built on professional development, open communication, and transparent leadership. Employees have praised the supportive leadership team and the company's commitment to employee well-being.