InfoTrack

Title: Client Experience Specialist Location: United States Job Description: About One Legal, an InfoTrack Company One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us. About the role As a Client Experience Specialist at One Legal, you will play a pivotal role in a dynamic and client-focused support team dedicated to educating, empowering, and advocating for our clients. Your primary responsibility will be to address and resolve client inquiries through clear, effective verbal and written communication, with a strong emphasis on active listening and understanding. You'll ensure efficient and effective resolutions that meet our clients' needs by leveraging all available resources. In this role, you will be recognized for your reliability and ability to maintain composure under pressure, consistently demonstrating empathy in client interactions. You are a quick learner with a talent for multitasking, open to coaching, and driven by curiosity. Your commitment to teamwork is evident as you continually seek ways to enhance your own performance, contribute to the team, and drive company success. This is a fully remote role, based in Pacific Time. The hours are M-F, 9:00am - 6:00pm PT. Responsibilities Client Experience: - 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. Driver of Results: - 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. Operational Excellence: - 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.

Client Escalations Specialist Remote United States One Legal Full time About One Legal, an InfoTrack Company One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us. About the role As a Client Escalations Specialist within One Legal, you will play a pivotal role in ensuring the seamless resolution of client issues, contributing to our commitment to operational excellence and continuous improvement. We are seeking a versatile team member who excels in active listening, problem-solving, and deploying de-escalation techniques to provide efficient resolutions for our clients. Responsibilities: - Act as the primary contact for upper-level support and de-escalate sensitive client situations - Proactively monitor and resolve problem jobs, prioritizing a high-quality client experience - Employ problem-solving skills to identify root causes, leveraging all available resources for efficient resolutions - Maintain accurate records within ServeManager, ensuring adherence to established policies - Partner with your manager to meet corporate and department goals - Stay updated on technological advancements to enhance service levels and efficiency - Assist in the onboarding of new team members Requirements - 3+ years in Customer Support, preferably in a Call Center; legal services industry familiarity is advantageous - Proficient in CRM tools and customer support software (e.g., Salesforce, Intercom) - Excellent written and verbal communication with strong interpersonal skills - Ability to thrive in a fast-paced environment, demonstrating self-motivation and initiative - Strong time management and organizational skills with a proactive approach - Effective collaboration with diverse personalities and skillsets across all organizational levels Candidates must be available to work a schedule that falls between 8:00 a.m. and 6:00 p.m. Pacific Time. Compensation The anticipated starting base pay range for this role is listed below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications and internal pay equity. $24.00 per hour - $30.50 per hour Benefits What Sets One Legal, an InfoTrack Company apart At One Legal, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need. Our benefits guide, located , illustrates what we offer full-time employees and a sneak preview is below: - 401(k) Match - 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 - “Be Me Time” off for mental health, re-charging, volunteering - Matching Gift Program - Monthly Internet Stipend for Remote Employees Our Commitment We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold. InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

• To allow for review and signing of the OLFS Agreement for Collections work.

• Performing service of process tasks • Physical court filing • Courtesy copy delivery tasks • Focusing on fieldwork, with in-house support managing customer interactions • Managing jobs effectively using ServeManager • Building a long-lasting relationship with One Legal