Client Relations Retention Specialist (33008)

About the role

Choice Legal for a detail oriented Client Relations Retention Specialist to join our team! The Client Relations Retention Specialist’s role is to provide an additional layer of retention to the client, which supports both operational success and client satisfaction, to liaison with the sales team to onboard, and to introduce and integrate operational procedures to new clients and existing client relationships.

Responsibilities

• Manage and develop client accounts to initiate and maintain favorable relationships.
• Ideally become a strategic partner working together to discover new opportunities to resolve issues and present solutions.
• Build and maintain strong, long-lasting client relationships with paralegals, attorneys and adjusters on the front lines in conjunction with the customer service team.
• Provide a dedicated resource to the client and senior management for escalations, research and feedback.
• Conduct Audits and review data to proactively handle client’s expectations and to alert operations of any gaps or potential issues.
• Proactively monitor assigned client base to identify or prevent a potential customer satisfaction concern or order delay.
• Contact clients by e-mail/phone to provide clear and concise explanations to the client of any delays to orders and the reasons for the delay as well as coordinate with the client on any additional information needed.
• Written communication should fully explain each situation and may require that canned system statuses be modified to expressly state the nature of a particular situation.
• Utilize spell-check for both grammar and spelling prior to forwarding any e-mail or status letter to a client.
• Monitor and/or handle of all Special Circumstance Orders (SCO’s) which require tight deadlines and special instructions outside of normal operational processes.
• Offer support to Customer Service Specialist, Account Managers as needed.
• Provide support, direction and/or resolution on technical issues forwarded from the client.
• Compose and prepare confidential correspondence, reports, and other complex documents.
• Coordinate with all internal departments to ensure Customer Satisfaction expectations are achieved, i.e. forward needed documentation/instructions as needed.
• Maintain customer accounts by identifying and analyzing customer needs to achieve satisfaction.
• Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities you are asked to contact per client request, or to offer the ordering client options for various entities they may want to Subpoena.
• Monitoring of Work In Progress for ‘new’