Client Services Manager

SUMMARY: The Client Services Manager is responsible for ensuring and improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies. This position requires interface with clients, custodians, staff, vendors, potential employees and upper management. Must be able to multi-task among clients, staff, telephones and computer. Must possess the ability to prioritize tasks in order of importance and coordinate work according to strict deadlines and protocol.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage team members in meeting goals and metrics. Manage team members, primarily Account Managers (AM) and Record Support Specialists and their daily responsibilities.
• Manage Account/Client services by organizing AM and RSS operations and procedures including timecard approval, daily correspondence, designing protocol systems and assigning and monitoring clerical functions and workflow through the department.
• Designs and implements AM and RSS policies by establishing standards and procedures; measuring results against standards; making necessary adjustments.
• Improve processes and policies in support of Departmental and Organizational goals. Formulate and implement departmental policies and procedures to maximize output. Monitor adherence to rules, regulations, policies, and procedures.
• Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends.
• Maintains and ensures adequate office staff by recruiting, selecting, orienting, and training employees.
• Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and distribute work proportionately.
• Maintains AM and RSS office staff job results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising job results.
• Monitor performance and implement improvements. Ensure quality of services. Manage quality and quantity of employee productivity.
• Manage client support. Assist with Sales/Marketing team to plan and support sales and marketing activities.
• Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
• Manage client concerns and validate client satisfaction.
• Analyze caseloads to improve internal guidelines/procedures to ensure client satisfaction.
• Any other duties of a similar or lesser nature as required.
  
  

Competencies, Skills And Abilities

• Flexible schedule and available to work additional hours as needed.
• Exceptional organizational, project management, written and verbal communication skills.
• Strong ability to manage multiple tasks, prioritize deliverables, adhering to tight deadlines.
• Excellent attention to detail and follow-through.
• Ability to manage, lead, and coach employees.
• Creative problem solver with ability to overcome challenges, utilize available resources to find solutions.
• Strong sense of integrity, initiative and extraordinary teamwork aptitude.
• Service attitude with ability to adjust to ever-changing, and face-paced work environment.
• Take ownership and accountability, as well as manage internal and external expectations.
• Flexible, motivated, engaging team player; with a solution oriented “can do attitude”.
• General computer skills (Outlook, Word, Adobe Acrobat, Internet Explorer, Windows).
• Familiarity with subpoenas, written depositions and affidavits a plus.
• Ability to think quickly and logically to ensure expedient response to customer inquiries.
• Excellent attendance and punctuality.
• Ability to consistently meet or exceed goals.
  
  

Education / Experience

• High school diploma or equivalent required.
• Bachelor’s Degree or equivalent experience required.
• Minimum 3 years’ experience in customer service required.
• Works collaboratively with all members of management to resolve departmental and organizational challenges. expeditiously, economically, professionally and with minimum disruption to the practice.
• Team player approach.
• Experience working in a multi-function, multi-geography environment preferred.
  
  

Supervisory Responsibilities

This is a supervisor position and is responsible for delegating and providing instructions to Record Support Specialists and Account Managers.

Language Skills

Ability to effectively present information and respond to questions from internal and external customers whose first language is English.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

Travel Requirements

Little to no travel expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time with or without notice.

AAP/EEO STATEMENT

Lexitas prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

EOE Employer/Vet/Disabled

If you require reasonable accommodation in the application process, please contact Human Resources at HRDept@lexitaslegal.com for assistance. All other applications must be submitted online.