Client Service Supervisor

Summary

The Client Service Supervisor is responsible for ensuring the Client Service team is supported with the tools, training, and resources needed to execute the team’s responsibilities effectively and efficiently. It is the Supervisor’s function to assist their team on issues regarding client questions, task processes, and escalated issues. They will need to communicate updates between the Client Service team members, litigation team members, and management.

The ideal candidate will have a strong track record of supporting clients and team members. A solid attendance record is a must. This person should be comfortable with the Microsoft Office Suite and will be able to demonstrate a basic understanding of Word, Outlook, PowerPoint, and Excel, including, but not limited to, sorting and analyzing a large volume of data. Communication will be critical in this role, so this person must be able to effectively communicate internally with team members and other members of management, and externally with partners and clients.

Responsibilities

• Review call, task, and email volume and address issues and escalations with the Client Service team and management
• Facilitate questions from paralegals and client service representatives
• Manage escalated client issues
• Assist with hiring and training of new Representatives
• Assist with expanding team’s accountability structure, including monthly performance results, and the development and implementation of a Quality Assurance program
• Deliver monthly performance results and coaching to Client Service Representatives
• Identify performance issues and bring to management as needed
• Communicate process and procedure updates and reminders to the Client Service Team
• Document and archive all team and personnel communication and directives
• Oversee all attendance and timecard processes for the team
• Deliver quarterly and annual reviews
• Assist with BLP quarterly goals as needed
• Other projects as assigned

Qualifications

Required

• 3+ years of experience in a call, contact, or business development center, or similar field
• Proactive in finding solutions while also using discernment when escalating issues
• Demonstrates ownership of work and maintains excellent quality standards
• Ability to communicate both verbally and in written format at a high level
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Strong interpersonal and communication skills to work effectively with team members, internal partners, and clients.

Preferred

• 3+ years of a role in a leadership position
• Bachelor’s degree in Business, Communication, Pre-Law, or other similar field
• Demonstrated ability to oversee a team in a remote working environment
• Effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Full time (Exempt); Permanent

Compensation - $48,000 annually

IMPORTANT SCHEDULE DETAILS: This is a first shift role on EST for 6-9 months that will then transition to a second shift role within that 6-9 month time period.

You will also be eligible for the following benefits:

• Medical, Dental, and Vision Insurance, plus other voluntary employee-paid benefits, following 30 days of employment
• Company-Paid Benefits, including Short-Term Disability, Long-Term Disability, Life and AD&D Insurance (1x annual covered earnings up to $50,000)
• Financial Well-Being, Employee Assistance, and Caregiver Support Programs
• Adoption Assistance Program
• 401(k) with employer match
• Paid Time Off (PTO), in accordance with the Company’s accrual schedule and PTO policy
• Floating Holiday and 10 Company-Paid Holidays, in accordance with Company policy
• Insperity Training and Development

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sexual orientation, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.