Client Experience 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 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.

Requirements:
• 2+ years in Customer Support, with a preference for Call Center experience.
• 2+ years working with CRM systems; Salesforce experience preferred.
• Experience in SaaS, especially in legal services, is a plus.
• Skilled in optimizing telephonic support systems; DialPad experience preferred.
• 1+ years in legal/litigation support preferred.
• High school diploma required; advanced studies or equivalent work experience valued.

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

$19.25 - $22.12 per hour

Benefits:
What Sets InfoTrack apart
At InfoTrack, 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 here, illustrates what we offer full-time employees and a sneak preview is below

• 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

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.