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Client Escalations Specialist at InfoTrack US. About One Legal, an InfoTrack Company. One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us.. About the role. As a Client Escalations Specialist within One Legal, you will play a pivotal role in ensuring the seamless resolution of client issues, contributing to our commitment to operational excellence and continuous improvement. We are seeking a versatile team member who excels in active listening, problem-solving, and deploying de-escalation techniques to provide efficient resolutions for our clients.. 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, leveraging all available resources for efficient resolutions. Maintain accurate records within ServeManager, ensuring adherence to established policies. Partner with your manager to meet corporate and department goals. Stay updated on technological advancements to enhance service levels and efficiency. Assist in the onboarding of new team members. 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). Excellent written and verbal communication with strong interpersonal skills. 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. Candidates must be available to work a schedule that falls between 8:00 a.m. and 6:00 p.m. Pacific Time.. Compensation. The anticipated starting base pay range for this role is listed below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications and internal pay equity.. $24.00 per hour - $30.50 per hour. Company Location: United States.