Paid Media Manager

About One Legal, an InfoTrack Company

One Legal, a division of InfoTrack, provides a one-stop online solution for legal professionals, offering services like court filing in California and nationwide service of process. With over 30 years of experience, they are leaders in innovative technology solutions for the legal industry. One Legal fosters a high-performance culture built on professional development, open communication, and transparent leadership.

About the Role

As a Client Experience Specialist, you will be a vital part of a client-focused support team, dedicated to educating, empowering, and advocating for One Legal's clients. Your primary responsibility is to address and resolve client inquiries effectively through clear verbal and written communication, emphasizing active listening. You will leverage resources to ensure efficient resolutions, demonstrating empathy, composure under pressure, and a commitment to teamwork and continuous improvement.

Working Model

• Location: Fully remote.
• Time Zone: Based in Pacific Time.
• Hours: Monday - Friday, 9:00 am - 6:00 pm PT.

Responsibilities

Client Experience:

• Guide clients through the One Legal platform to complete tasks.
• Maintain accurate client records in Salesforce.
• Actively learn 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 the client's voice to influence product improvements.

Driver of Results:

• Seek solutions to enhance employee and client experiences.
• Collaborate with management to meet corporate goals.
• Understand and act on key KPIs to 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 and suggest improvements.
• Assist in onboarding new team members.
• Focus on de-escalation to minimize client delays.
• Adhere to all policies and guidelines.
• Participate in discussions to ensure consistent practices.

Required Experience

• 2+ years in Customer Support, preferably Call Center experience.
• 2+ years working with CRM systems; Salesforce experience preferred.
• Experience in SaaS, especially legal services, is a plus.
• Skilled in optimizing telephonic support systems; DialPad experience preferred.
• 1+ years in legal/litigation support preferred.
• High school diploma required; advanced studies or equivalent work experience valued.

Compensation

• Hourly Rate: $19.25 - $22.50 per hour.

What Sets InfoTrack Apart

• Work-Life Balance: Focus on fulfilling work and support outside of work.
• Benefits Package:
• 401(k) Match
• Medical, Dental, & Vision Insurance
• Employer-funded Short/Long-Term Disability, Life, and AD&D Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off (mental health, recharging, volunteering)
• Matching Gift Program

Our Commitment

• Inclusivity: InfoTrack is an equal opportunity employer committed to diversity and inclusion. They welcome unique contributions from all backgrounds and experiences.
• Fair Chance: Qualified applicants with arrest or conviction records will be considered in accordance with local ordinances.