Lead, Customer Service

ABI Document Support Services•Lake Mary, FL

1d•$25 - $25•Onsite

About The Position

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 company 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.

Requirements

High school diploma or equivalent required; some college experience desirable.
Prior work experience in a legal services environment, or insurance claims office, in addition to familiarity with med-legal terminology, and HIPAA requirements.
Must demonstrate 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.
Competency using Microsoft Office: Word, Power Point, Excel, and ability to learn Salesforce.
Must be a qualified typist with a minimum of 45 W.P.M.
Must demonstrate self-motivation and self-direction.
Ability to absorb new ideas and concepts quickly.
Ability to delegate and execute tasks in a high-pressure environment.
Must demonstrate exceptional communication skills.
Must demonstrate a good understanding of the internal processes of medical facilities and med-legal terminology.
Must have ability to adapt to changes and absorb new ideas and concepts quickly.
Must demonstrate strong decision making skills.
Must be able to work well under pressure and or stressful conditions.
Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time.
Ability to read, analyze and interpret common correspondence and records.
Ability to write clearly and informatively to all required audiences and edit own work for appropriate spelling and grammar.
Ability to respond appropriately and professionally to all inquiries or complaints from customers, regulatory agencies, upper management, and/or members of the business community.
Ability to consistently handle multiple phone lines with heavy call volume and have excellent telephone communication skills.

Nice To Haves

Previous supervisory experience preferred.

Responsibilities

Review and distribute all incoming work amongst team members.
Review all Customer Service baskets and review all incoming orders to resolution and/or distribution to the appropriate team member or other internal department for resolution.
Maintain 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.
Audit problem and sensitive accounts to ensure completion.
Run progress reports and report all delayed orders to appropriate department’s Supervisors.
Identify trends of delays and report to immediate Supervisor for review.
Complete weekly spreadsheet regarding escalations and their findings.
When necessary, provide assistance to team members with emails and phone calls to ensure correct action is being taken.
Assist with the training of all new and existing team members to ensure proper steps are being taken on all situations.
Troubleshoot 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 ensure all inquiries are handled in a timely fashion.
Identify all IT problems and bring to the attention of management.
Monitor the CS Dashboard for issues.
Track workload with team members to determine if overtime is needed.
Track incoming work on a daily basis to ensure work is being distributed equally.
Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities per client requests.
Provide weekly monitoring reports for new and sensitive client orders, utilizing all reporting tools offered in the systems.
Hold 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.
Perform all other duties as assigned.
Carrying out all responsibilities in accordance with the company’s standards, policies, and all applicable employment laws.
In conjunction with management, managing and monitoring workflow and providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards.
Encouraging positive morale, maintaining harmony among staff, and resolving grievances when necessary.
In conjunction with management, communicating change effectively and supporting those affected by change.
Evaluating staff performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations for growth opportunities to management.