Client Experience Specialist

About the job

About the Opportunity:

This organization provides an online solution for legal professionals to file court documents in California courts, manage nationwide service of process, and more. The Client Experience Specialist role supports clients by addressing and resolving inquiries through clear communication, active listening, and effective problem-solving. This fully remote position operates on Pacific Time, Monday through Friday, 9:00am to 6:00pm.

Responsibilities:

• Guide clients through the platform to complete tasks

• Maintain accurate client records in Salesforce

• Communicate effectively with management and own personal learning

• Advocate for clients by reviewing materials and providing feedback to internal teams

• Solve problems efficiently to ensure a high-quality client experience

• Represent client feedback to influence product improvements

• Seek solutions to enhance employee experience and celebrate team successes

• Collaborate with management to meet corporate goals

• Act on key KPIs to deliver exceptional client service

• Continuously improve client experience through proactive learning

• Adopt new technology to improve service and efficiency

• Address team productivity issues 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:

• Minimum 2 years in Customer Support, preferably in a Call Center setting

• Minimum 2 years working with CRM systems; Salesforce experience preferred

• Experience in SaaS, especially legal services, is a plus

• Skilled in telephonic support systems; DialPad experience preferred

• Minimum 1 year in legal or litigation support preferred

• High school diploma required; advanced studies or equivalent work experience valued

Compensation:

• Anticipated starting base pay range: $19.25 to $22.12 per hour

• Eligibility for bonus, commissions, and other benefits based on factors such as skill set, experience, and certifications

Benefits & Perks:

• 401(k) Match

• Medical, Dental, and Vision Insurance

• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment Insurance

• 20 Days of Paid Time Off

• 11 Paid Holidays

• “Be Me Time” off for mental health, recharging, and volunteering

• Matching Gift Program