Client Escalations Specialist

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

• 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.