POSITION SUMMARY:

As a Client Success Specialist, you will advocate on behalf of the client to create an effortless experience. You will build trust with our clients by prioritizing work, meeting deadlines, and producing a solution. You are a problem-solver, curious, creative, and capable of critical thinking. To thrive in this role, you will need to take ownership of incoming requests, empathize with our clients, maintain composure in high-pressure situations and be open and receptive to coaching and feedback.

JOB QUALIFICATIONS:

• High School diploma or GED
• Knowledge of Microsoft Office Suite (Excel, Word, Outlook and Teams).
• Strong attention to details
• Must be dependable, reliable, and flexible with a strong work ethic.
• Demonstrate product knowledge.
• Demonstrate technological expertise.
• Communicate clearly and confidently.
• Provide excellent customer service through multiple channels.

• Acknowledge and appropriately greet and assist every client via telephone or email in a professional manner; respond to requests with clear and concise correspondence to internal and external personnel.
• Ability to work independently and autonomously.
• Capability to work efficiently in a fast-paced environment.
• Effectively meet key performance metrics
• Maintain a high level of confidentiality with regard to all internal and external matters and other material as deemed necessary
• Ability to effectively utilize conflict resolution skills and internal escalation protocols to mitigate client issues and concerns.
• Working with a team of tenured employees who will be available to support and assist you.
• A comprehensive training program to help you towards your success and a management team that will coach and support you in your professional development.
• Assisting legal professionals with their billing questions and requests through multiple channels.