Customer Service Specialist I (32196)

About the role

The Customer Service Specialist plays a crucial role in ensuring customer satisfaction by responding to inquiries and resolving issues for both internal and external clients. This position requires proactive communication and coordination across various departments to maintain high standards of service.

Responsibilities

• Respond to client inquiries via email or phone, logging all interactions and resolutions into the system.
• Proactively monitor and address potential customer satisfaction concerns or order delays.
• Contact clients to explain delays and coordinate necessary actions, using appropriate “canned system statuses”.
• Review and close out cancellations and settled orders, ensuring accurate and professional communication.
• Verify the validity of work orders from the Retrieval Department and ensure compliance with procedures.
• Handle Special Circumstance Orders (SCO’s) with strict deadlines and special instructions.
• Support ABI Account Managers and provide guidance on technical issues.
• Compose and prepare complex documents, and coordinate with internal departments to meet customer satisfaction goals.
• Maintain customer accounts by researching and providing necessary information, and monitoring Work In Progress for sensitive orders.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent.
• Prior work experience in a legal services environment, insurance claims office, or Customer Service/Sales.
• Familiarity with med-legal terminology and HIPAA requirements.
• Good understanding of the organization's goals and objectives.
• Self-motivated and able to adapt to changing work duties.
• Strong analytical and problem-solving skills.
• Ability to type at a minimum of 45 words per minute.
• Capable of focusing under distractions and following company policies.

Benefits

Choice Legal offers competitive benefits including medical, vision, dental coverage, paid time off, and a 401(k) plan in a fast-paced team atmosphere.