Client Escalations Specialist

Job Summary

To support operational excellence, the full-time remote Client Escalations Specialist will manage sensitive client situations, proactively resolve issues, and maintain accurate records while collaborating with team members.

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
• Employ problem-solving skills to identify root causes and leverage resources for efficient resolutions

Required qualifications

• 3+ years in Customer Support, preferably in a Call Center; familiarity with legal services 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