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InfoTrack AU · 20 hours ago

Client Escalations Specialist

United States

Full-time

Remote

Mid Level

$24/hr - $30.50/hr

3+ years exp

InfoTrack US is a leader in innovative technology solutions for legal professionals. As a Client Escalations Specialist, you will ensure the seamless resolution of client issues and contribute to operational excellence through effective problem-solving and de-escalation techniques.

LegalLegal TechProductivity ToolsSaaS

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

Qualification

Customer SupportCRM toolsProblem-solvingCommunication skillsTime managementOrganizational skillsDe-escalation techniquesActive listeningSelf-motivationCollaboration

Required

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

Benefits

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

Company

InfoTrack AU

InfoTrack is the leading innovator in legal technology and pioneers of property conveyancing automation in Australia.

Founded in 2012

Sydney, New South Wales, AUS

201-500 employees

https://www.infotrack.com.au/

Funding

Current Stage

Growth Stage