Client Service Associate
Job details:
Full-time, 8-hour shift, Monday to Friday 8:30 am- 5:30pm, No weekends. Overtime may be required as needed in accordance with end-of-month, end-of-quarter, and end-of-year processes.
On-site:12707 Silicon Drive, Suite 150 San Antonio, Texas 78249
Pay: $48,000/Year
Basic qualifications:
· Customer service: 1 year (Required)
· Bachelor’s (Preferred)
· Typing: 50 WPM (Required)
Summary:
Client Service Associates provide clients and prospective clients with information about the Company, and its products and services. In addition, Client Service Associates are proactive troubleshooters and problem solvers who address potential conflicts and case-specific challenges with a high degree of urgency and professionalism. Client Service Associates are responsible for providing complex administrative support to physicians and non-physician experts. They are responsible for managing experts’ caseloads, coordinating travel, scheduling appointments and sworn testimonies.
Essential Duties:
· Intake new business in a customer-centric fashion
· Address complex inquiries via telephone and email.
· Communicate effectively with experts to clearly define completion dates, deadlines, deposition/trial schedules, and Company policies.
· Work with the Accounting department to ensure a high level of communication regarding customer demands, case specifics, and circumstances which may affect billing invoicing.
· Manage a minimum caseload of 50 active cases.
· Understand and be able to describe the Company’s products and services.
· Master a full understanding of the Company’s retention agreements, policies, processes, and procedures.
· Identify and provide process improvements.
· Ensure client inquiries are handled in a timely and professional manner.
· Manage adherence to calendar and provide guidance to the Company’s production team to ensure it is up to date with all production deadlines, as well as the demands of depositions, trials, and expert’s out-of-office schedules.
· Possess the ability to interpret a variety of technical instructions and deal with multiple complex issues.
· Distribute products in accordance with Company policy.
· Consultative sales: Educate and advise clients about damages models, damages assessments and latent damages.
· Other duties may be assigned as needed.
Requisite Qualifications:
· Two (2) years customer service experience
· One-year experience working in a professional office setting.
· Strong telephone and customer service skills
· Must be a good active listener.
· Experience working within a web-based work environment.
· Intermediate to advanced skills using Microsoft Office Suite
· Typing 50+ wpm (typing test required)
· Be able to multi-task, prioritize, and manage time efficiently.
· Proven problem-solving ability.
· Must possess experience working in a team setting, and at the same time, be proactive and able to work independently without excess direction.
Our company is an equal opportunity employer for qualified individuals with disabilities. The Company makes reasonable accommodations where appropriate for a qualified individual to perform the Essential Duties.
Client Service Associates must adhere to all Federal HIPAA laws and regulations and willing to sign a Confidentiality Agreement.
