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.