Manager, Customer Service (32529)

SUMMARY

The primary objective of the Manager, Customer Service is to oversee the daily operational workflow to ensure all clients' needs are handled timely, professionally, and according to legal requirements and company policies. The Manager, Customer Service will utilize detailed problem solving skills in order to provide improvement opportunities for all staff and summarize recommendations to the supervisory team for proper implementation.

The Manager, Customer Service is also responsible to monitor the development and progression of each department head, and overall staff, while reporting all developments directly to the Sr. Director of Operations by utilizing analytical skills and with an understanding of expected order progression. In doing so, the Manager, Customer Service will be able to identify control weaknesses and address trending issues that may arise. This role will be critical to executive management in the ability to foresee or predict risks that can ultimately weaken the company to reach its monthly and/or annual revenue goals.

ESSENTIAL JOB FUNCTIONS

• Work with internal and external resources to gain critical understanding of business operations and systems.
• Collaborate with department heads on strategic planning to better serve the company's needs.
• Document business processes, training procedures and standard operating procedures.
• Communicate process and/or procedural changes to department heads as dictated per business requirements.
• Prepare reports to support conclusions and provide possible resolutions/recommendations in accordance with company standards.
• Ensure compliance with applicable policies, procedures, and internal controls are being maintained.
• Report monthly productivity numbers to Director through accurate and consistent maintenance of company reporting systems and dashboards.
• Maintain quarterly reviews of staff and department heads to ensure applied changes are being complied with, and provide any necessary follow up reports of uncorrected problem areas.
• Assist in designing tools and models (Excel, PowerPoint, etc) that support and compliment the Operations' Branch of organization, performance planning, and developmental processes.
• Attend and participate in management and/or cross-divisional meetings.
• Handle high level escalations involving reviewing data and identifying trends and opportunity.
• Examine client order data and use them to improve customer service with client at a high level.
• Perform all other duties as assigned.

ESSENTIAL MANAGERIAL RESPONSIBILITIES

• Carrying out all responsibilities in accordance with the company's standards, policies, and all applicable employment laws.
• 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.
• Overseeing the completion and approval of employee timecards and coordinating overtime needs with management and staff as needed.
• Actively participating in the department's staffing requirements including hiring, onboarding, and separating of employees.
• Creating and implementing plan to meet department's goals and metrics based on workload and client needs.
• Communicating change effectively and supporting those affected by change.
• Managing insubordinate staff when warranted and initiating coaching or corrective actions as required and/or directed by upper management.
• Evaluating staff needs and performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations growth opportunities to management.
• Actively participating and successfully conducting annual performance evaluations.

• High school graduate and/or GED equivalent or equivalent job experience (at least five years' experience as a business or sales analyst and/or auditor).
• Some college desirable but not required.
• Must demonstrate strong understanding of the organization's goals and objectives.
• Must be knowledgeable with Discovery Laws and state Evidence Codes.
• Must have prior technical and/or professional experience managing complex projects simultaneously, in addition to experience in strategic planning.
• Must have prior work experience in medical-billing, legal, or insurance claims office.
• Must demonstrate self-motivation and self-direction.
• Must be proficient in multiple software programs, including but not limited to Microsoft Office, with the ability to navigate Excel (formulas, spreadsheet design, etc).
  
  

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.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local 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.