The Client Services Specialist plays a vital role in maintaining smooth operations, both behind the scenes and in direct interactions with clients. This position involves managing client services email folders, responding to inquiries with efficiency, accuracy, and attention to detail, and addressing various requests via email and phone to provide seamless resolutions.
Combining customer service expertise with strong problem-solving skills, this role offers variety and challenges, ensuring no two days are the same. With a positive and professional approach, you’ll thrive in a fast-paced environment, ensuring client needs are met with excellence and care.
CLIENT SERVICES SPECIALIST ESSENTIAL FUNCTIONS:
- Client & Reporter Communication: Field all post-job client and reporter-related phone calls and emails, ensuring prompt and professional responses.
- Job Prioritization & Monitoring: Monitor the production table and rush board, prioritizing jobs according to due dates to ensure timely delivery.
- Issue Resolution & Research: Investigate client issues and billing-related disputes, addressing concerns and working to achieve positive resolutions.
- Cost Estimation: Provide clients and the production department with estimated transcript/job costs, ensuring transparency and clear communication.
- Transcript Review & Tracking: Review and track final transcript files received from reporters, ensuring accuracy and timely delivery.
- Job Documentation: Enter comprehensive job updates and notes in Reporter Base, ensuring all changes or progress are well-documented and easily accessible.
- Case/Firm/Contact Updates: Maintain accurate case, firm, and contact notes in Reporter Base, ensuring the latest information is always available for reference.
- Translation Process Support: Assist in the translation process by responding to inquiries, assigning resources, and ensuring smooth production flow.
- Additional Duties: Perform other duties as assigned to support the team and maintain seamless client service operations.
CLIENT SERVICES SPECIALIST LOCATION:
Fully Remote
CLIENT SERVICES SPECIALIST SHIFT:
Monday-Friday 11:00am-7:00pm EST or 12:00pm - 8:00pm EST.
Training Shift: 11:00am - 7:00pm EST
CLIENT SERVICES SPECIALIST COMPENSATION:
$21.00 - $23.00 per hour
BENEFITS:
- Medical
- Dental
- Vision
- Voluntary Term Life Insurance
- Voluntary Whole Life Insurance
- Voluntary Long Term Disability
- PTO
- Paid Holidays
- 401(k)
- Employee Assistance Program (EAP)
- Education & Experience: Bachelor’s degree or equivalent experience in an office or customer service environment preferred.
- Communication Skills: Exceptional written and verbal communication skills, with the ability to effectively interact with clients and team members.
- Technical Proficiency: Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Experience with CRM systems or other customer service software is a plus.
- Mathematical Skills: Comfortable with basic mathematics and data analysis tasks.
- Attention to Detail: High attention to detail with the ability to maintain accuracy in a fast-paced environment.
- Analytical Skills: Strong problem-solving abilities and a methodical approach to handling complex customer inquiries or issues.
- Customer Service Excellence: Proven experience delivering exceptional customer service, with a strong focus on client satisfaction and retention.
- Organizational Skills: Ability to manage multiple tasks simultaneously and prioritize effectively.
- Team Player: Collaborative mindset with the ability to work well in a team environment while also taking initiative.
