Client Escalations Specialist

A company is looking for a Client Escalations Specialist to ensure the resolution of client issues and enhance operational excellence.

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 and assist in onboarding new team members

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 with self-motivation and initiative

Strong time management and organizational skills with a proactive approach

Effective collaboration with diverse personalities across all organizational levels