Client Experience Specialist

1. About Our Client:

The organization operates in the legal technology sector, providing an online platform for legal professionals to file court documents in all California courts and manage service of process nationwide. With over 30 years of experience, the company addresses the challenge of streamlining legal filings and related services, offering a comprehensive solution that supports legal professionals efficiently. The organization is recognized for its innovative technology solutions and maintains a respected position within the industry.

2. About the Opportunity:

The Client Experience Specialist plays a key role within a client-focused support team, dedicated to educating, empowering, and advocating for clients. This position is responsible for handling and resolving client inquiries through clear verbal and written communication, emphasizing active listening and understanding. The role contributes to enhancing client satisfaction by delivering efficient solutions and representing client feedback to improve products and services. This fully remote position operates on Pacific Time hours, Monday through Friday.

3. Responsibilities:

• Guide clients through the organization’s platform to complete tasks

• Maintain accurate client records in Salesforce

• Take ownership of personal learning and communicate effectively with management

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

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

• Represent client perspectives to influence product improvements

• Identify solutions to improve employee experience and celebrate team successes

• Collaborate with management to achieve organizational goals

• Monitor and act on key performance indicators to maintain exceptional client service

• Continuously enhance the client experience through proactive learning

• Adopt new technology to improve service and efficiency

• Address team productivity issues and suggest improvements

• Support onboarding of new team members

• Focus on de-escalation to reduce client delays

• Follow all policies and guidelines

• Participate in discussions to ensure consistent practices and communication

4. Requirements:

• Minimum 2 years in Customer Support, preferably with Call Center experience

• At least 2 years working with CRM systems; Salesforce experience preferred

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

• Skilled at optimizing 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

5. Pay Range and Compensation Package:

• $19.25 to $22.50 per hour, with actual pay influenced by experience, skills, licenses, and certifications

6. Benefits & Perks:

• 401(k) Match

• Medical, Dental, and Vision Insurance

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

• 20 Days of Paid Time Off

• 11 Paid Holidays

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

• Matching Gift Program

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.