Client Escalations Specialist

Job Summary

A company is looking for a Client Escalations Specialist to ensure the seamless resolution of client issues.

Key Responsibilities

• Act as the primary contact for upper-level support and de-escalate sensitive client situations
• Proactively monitor and resolve problem jobs, prioritizing a high-quality client experience
• Maintain accurate records within ServeManager, ensuring adherence to established policies

Required Qualifications

• 3+ years in Customer Support, preferably in a Call Center; legal services industry familiarity is advantageous
• Proficient in CRM tools and customer support software (e.g., Salesforce, Intercom)
• Ability to thrive in a fast-paced environment, demonstrating self-motivation and initiative
• Strong time management and organizational skills with a proactive approach
• Effective collaboration with diverse personalities and skillsets across all organizational levels