Client Experience Specialist - Remote

About the Role

We are seeking a dedicated Client Experience Specialist to join our team in a fully remote capacity. As a Client Experience Specialist remote, you will play a crucial role in supporting our clients by addressing their inquiries and resolving issues efficiently. This position operates on Pacific Time, Monday through Friday, from 9:00 AM to 6:00 PM.

What You'll Do

• Guide clients through our platform to complete various tasks effectively.
• Maintain accurate client records using Salesforce.
• Communicate effectively with management and take ownership of your personal learning.
• Advocate for clients by reviewing materials and providing constructive feedback to internal teams.
• Efficiently solve problems to ensure a high-quality client experience.
• Represent client feedback to influence product improvements.
• Collaborate with management to meet corporate goals and enhance employee experience.
• Act on key KPIs to deliver exceptional client service.
• Continuously improve the client experience through proactive learning and adopting new technologies.
• Assist in onboarding new team members and address team productivity issues.
• Focus on de-escalation strategies to minimize client delays.
• Participate in discussions to ensure consistent practices and communication across the team.

Requirements

• Minimum of 2 years in Customer Support, preferably in a Call Center environment.
• At least 2 years of experience working with CRM systems; Salesforce experience is preferred.
• Experience in SaaS, especially within legal services, is a plus.
• Proficient in telephonic support systems; DialPad experience is preferred.
• Minimum of 1 year in legal or litigation support is preferred.
• A high school diploma is required; advanced studies or equivalent work experience is valued.

Nice to Have

• Experience in legal documentation and processes.
• Familiarity with customer service best practices.
• Strong problem-solving skills and ability to work under pressure.

What We Offer

• 401(k) Match to help you save for retirement.
• Comprehensive Medical, Dental, and Vision Insurance.
• Employer-funded Short/Long-Term Disability and Life Insurance.
• 20 Days of Paid Time Off and 11 Paid Holidays.
• “Be Me Time” off for mental health, recharging, and volunteering.
• Matching Gift Program to support your charitable contributions.