Client Experience Specialist
The Client Experience Specialist at InfoTrack US plays a pivotal role in a dynamic, client-focused support team dedicated to educating, empowering, and advocating for clients. This position involves addressing and resolving client inquiries through clear, effective verbal and written communication, emphasizing active listening and understanding. The role is fully remote, based in the Pacific Time Zone, with working hours from Monday to Friday, 9:00 AM to 6:00 PM PT.
Key responsibilities include guiding clients through the One Legal platform to complete tasks, maintaining accurate client records in Salesforce, and advocating for clients by reviewing materials and providing feedback to internal teams. The specialist is expected to solve problems efficiently, ensuring a high-quality client experience, and represent the client's voice to influence product improvements. Additionally, the role involves collaborating with the manager to meet corporate goals, understanding and acting on key performance indicators (KPIs), and continuously improving the client experience through proactive learning.
Candidates should have at least two years of experience in customer support, preferably with call center experience, and be proficient in CRM systems, with a preference for Salesforce. Experience in Software as a Service (SaaS), especially in legal services, is advantageous. Familiarity with telephonic support systems, such as DialPad, is also beneficial. A high school diploma is required, with advanced studies or equivalent work experience valued.
The anticipated starting base pay range for this role is $19.25 to $22.12 per hour. In addition to the base salary, the compensation package includes a 401(k) match, medical, dental, and 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, and a matching gift program.
InfoTrack US is a global leader in legal technology, aiming to simplify the litigation process by integrating filing, serving, and tracking into a single workflow. The company fosters a high-performance culture built on professional development, open communication, and transparent leadership. Employees are encouraged to contribute to the team's success and are provided with opportunities for growth and advancement within the organization.