Manager, Customer Service (32529)

About the Role

The primary objective of this position 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 to provide improvement opportunities for all staff and summarize recommendations to the supervisory team for proper implementation. This role is responsible for monitoring the development and progression of each department head and overall staff, reporting all developments directly to the Sr. Director of Operations. The position will identify control weaknesses, address trending issues, and help foresee or predict risks that could impact the company’s monthly and annual revenue goals.

Responsibilities

• 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.
• Report monthly productivity numbers to the 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 follow-up reports of uncorrected problem areas.
• Assist in designing tools and models (Excel, PowerPoint, etc.) that support and complement 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 opportunities.
• Examine client order data and use them to improve customer service at a high level.
• Perform all other duties as assigned.

Managerial Responsibilities

• Carry out all responsibilities in accordance with the company’s standards, policies, and all applicable employment laws.
• Manage and monitor workflow, providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards.
• Encourage positive morale, maintain harmony among staff, and resolve grievances when necessary.
• Oversee the completion and approval of employee timecards and coordinate overtime needs with management and staff as needed.
• Actively participate in the department’s staffing requirements, including hiring, onboarding, and separating employees.
• Create and implement plans to meet department goals and metrics based on workload and client needs.
• Communicate change effectively and support those affected by change.
• Manage insubordinate staff when warranted and initiate coaching or corrective actions as required and/or directed by upper management.
• Evaluate staff needs and performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations for growth opportunities to management.
• Actively participate and successfully conduct annual performance evaluations.

Requirements

• 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.
• Strong understanding of the organization’s goals and objectives.
• Knowledgeable with Discovery Laws and state Evidence Codes.
• Prior technical and/or professional experience managing complex projects simultaneously, in addition to experience in strategic planning.
• Prior work experience in medical-billing, legal, or insurance claims office.
• Self-motivated and self-directed.
• Proficient in multiple software programs, including but not limited to Microsoft Office, with the ability to navigate Excel (formulas, spreadsheet design, etc.).

Benefits

• Competitive benefits including medical, vision, and dental.
• Paid time off.
• 401k.

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries.