Lead, Customer Service

Overview

Who are we looking for? You.

You who...

• …draws energy from working with people, is outgoing and is optimistic.
• …have a strong sense of urgency, but not at the expense of quality.
• …demonstrate the knowledge, attitudes, skills, and habits of a high-achiever who is committed to putting clients first and doing the right thing.
• …must be adaptable to change and be solutions-oriented.
• …must provide exceptional customer service.
• …are excellent at building rapport.
• …are people-oriented.
• …have strong written and verbal communication skills.
• …have strong organizational skills.
• …are learning-based.

The Lead, Customer Service role is to oversee and assist with the daily operational work flow, ensuring all clients’ needs are handled timely, professionally, and according to legal requirements and ABI policies.  The primary objective of the Lead, Customer Service is to help aide in the training, development and progression of the team while reporting all developments directly to the Customer Service Supervisor. 

This position will be working ONSITE in our Loma Linda, CA office.  The pay for the position is $25.00 an hour.  The hours will be Monday-Thursday 8:00am-5pm, Friday 7:30-4:30.

Responsibilities

Review all incoming work to distribute amongst team members.

• Distribution and review of all folders that come from Order Entry prior to contact with our clients.
• Distribution of all incoming work from all other departments.
• Distribution of all incoming work through status to appropriate team member, bringing to their attention any rush or problem issues.

Review of all CS Solcom baskets.

• Review all incoming orders to resolution and/or distribution to the appropriate team member or other internal department for resolution.

Daily contact with AE’s/AM’s by email or phone.

• Handle all issues brought to our attention due to the AE’s/AM’s contact with the client.
• Respond to incoming emails/calls from AE’s/AM’s.

Audits on problem/sensitive accounts to insure completion.

• Run WIP (Work in Progress) reports.
• Report all delayed orders to appropriate department’s Supervisors.
• Identify trends of delays and report to immediate Supervisor for review.
• Weekly spreadsheet regarding escalations and their findings.

Assistance to team members.

• Phone calls from troubled clients to determine if Supervisor needs to be involved and report all calls to Supervisor for tracking.
• Assistance with all difficult emails to insure correct action is being taken.
• Training of all new and existing team members to insure proper steps are being taken on all situations.
• Trouble shooting all billing questions or inquiries on orders that need to be zero billed, rebilled or voided. Report all billing questions, Zero bills, Voids or rebills to Supervisor for tracking.
• Monitor desk and help with all overflow work when team member is backlogged to insure all inquiries are handled in a timely fashion.
• Identify all IT problems and bring to the attention of Management.

Reporting to immediate Supervisor on a daily basis.

• Monitor the CS Dashboard for issues
• Tracking of workload with team members to determine if overtime is needed.
• Daily tracking of incoming work to insure work is being distributed equally.
• Morning meeting to go over current issues.
• Report all employee absences and/or tardiness.
• Assist Supervisor when on vacation with incoming emails, work, etc.
• Assist other departments when Supervisor is on vacation with escalations, questions, or other needs.
• Other duties as needed and assigned. 

Marginal Functions

• Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities per client requests.
• Weekly monitoring of WIP for ‘new’ and ‘sensitive’ client orders, utilizing all reporting tools offered in both Wincopy and Solcom systems.

Qualifications

Experience Requirements

• Prior work experience in a legal services environment, insurance claims office, or customer service/sales is a must.
• Familiarity with med-legal terminology and HIPAA requirements.

Skills and Abilities

• Good understanding of the organization’s goals and objectives.
• Ability to understand and learn the needs of each client; evaluate their needs, and offer the excellent customer service
• Highly self-motivated, self-starter who takes direction when given but has the ability to determine what’s required and willingness to take action
• Competency using Microsoft Office: Word, Power Point, Excel, and ability to learn Salesforce
• Attention to detail and willingness to follow-up to assure work is completed
• Information seeking nature
• Able to work independently and in team environment.
• Relationship building.
• Proficiency at typing, preferred level of at least 45 wpm.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent telephone etiquette, written, interpersonal and organizational skills.

Who We Are:

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. There is no other company in the market that provides the volume of successfully retrieved records or the document management solutions that ABI offers. Our singular focus is records retrieval and the most advanced technology solutions for our clients to manage, analyze and summarize those retrieved records. We are committed to continually raising the bar for cost effective record retrieval and more thorough analysis and summarization.

ABI is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

ABI offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.

Salary : $25 - $0