Customer Experience Specialist

We are looking for a Customer Experience Specialist to support clients in Salt Lake City, Utah. This contract-to-permanent position is ideal for someone who is comfortable managing a high volume of inbound calls while keeping case-related information organized and up to date. The right candidate will bring a customer-first mindset, strong written communication skills, and the ability to navigate multiple browser-based systems efficiently.

Responsibilities:

• Answer inbound calls from clients and related parties, providing attentive and empathetic support throughout each interaction.
• Document call details carefully and update case-related records with accurate and timely information.
• Assist law firm teams with administrative tasks connected to active matters, ensuring information is organized and accessible.
• Respond to email inquiries clearly and promptly while maintaining a high standard of customer care.
• Use multiple web-based platforms and browser windows at the same time to research information and complete daily tasks efficiently.
• Troubleshoot basic connectivity or access issues when they affect communication or workflow, escalating when needed.
• Maintain confidentiality when handling sensitive legal and client information.
• Coordinate follow-up actions so questions, requests, and case updates are addressed in a timely manner.
• At least 1 year of experience in customer service, call center support, or a similar client-facing role.
• Ability to manage inbound phone conversations professionally while entering accurate information in real time.
• Experience handling email correspondence with strong attention to tone, grammar, and detail.
• Comfortable working across multiple browser-based systems and switching between tasks efficiently.
• Strong customer success mindset with a focus on responsiveness, patience, and problem solving.
• Ability to identify and resolve basic connectivity-related issues during the course of daily work.
• High level of organization and discretion when working with sensitive information.