Client Experience Specialist
About The Position
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.
Requirements
- 2+ years in Customer Support, with a preference for Call Center experience.
- 2+ years working with CRM systems; Salesforce experience preferred.
- Skilled in optimizing telephonic support systems; DialPad experience preferred.
- High school diploma required; advanced studies or equivalent work experience valued.
Nice To Haves
- Experience in SaaS, especially in legal services, is a plus.
- 1+ years in legal/litigation support preferred.
Responsibilities
- 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.
- 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.
- 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.
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, re-charging, volunteering
- Matching Gift Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
