Client Services Manager

Summary

The Customer Service Utility Specialist responds to internal and external customer inquiries and proactively contacts clients to resolve outstanding issues. The role builds long‑term rapport with ordering clients, monitors and guides orders through operational processes, and provides timely communication updates to both internal and external customers. The Specialist also assists with client escalations, research, and court visit duties.

• Respond to all client inquiries regarding updated status of order(s), by e‑mail or phone, depending upon the client’s preference and/or the time‑sensitivity of the order.
• Log all client issue, contacts and resolutions into the website.
• Proactively contact clients by e‑mail/phone and provide clear and concise explanation to the client of any delays to orders and the reason(s) for the delay and coordinate with client on any additional information needed.
• Written communication by the CSR should fully explain each situation and may require that “canned system statuses” be modified to expressly state the nature of a particular situation. Spell‑check must be used for both grammar and spelling prior to forwarding any e‑mail or status letter to a client.
• Review all Certificates of No Records for validity and completion prior to routing to Billing.
• Review all Cancellations and/or Case Settled orders for appropriate closing statement prior to routing to Billing.
• Review all Objections and/or Motions to Quash for appropriate status and/or closing statement prior to routing to Billing.
• Review all Work orders received from the Retrieval Department for reason of Facility Non‑Compliance and ensure that all procedures were followed to allow closure, prior to routing to Billing.
• Monitoring and/or handling of all Special Circumstance Orders (SCO’s) which require tight deadlines, special instructions, etc., outside of normal operational processes.
• Offer phone support to ABI Account Executives as needed.
• Provide Support, direction and/or resolution on technical issues/cases as logged in Salesforce by Account Executives.
• Compose and prepare confidential correspondence, reports, and other complex documents.
• Create and maintain database(s) and spreadsheet files, including reviewing Salesforce to assist in identifying possible leads and/or issues.
• Update, maintain and distribute national carrier rollout documentation; including carrier lists, defense firm lists, house counsel lists, notification letters, etc.
• Assists with communication of new website registrations and demo requests to the appropriate Account Executives.
• Assists in coordinating with Account Executives to obtain specifications for Client Pilot programs and communicate specifications with the auditing department.
• Assists with the on‑boarding process for clients.
• Research opportunities for improvement with dissatisfied client. Research client concerns, prepare client facing documents and reports, etc.
• Handle issuing court documents to be delivered to court when necessary for issuance from the clerk of court in Arizona and any other outlining states when possible.
• Run/Process WIP reports, specifically related to Special client needs and/or Sensitive Clients.
• Audits on problem/sensitive accounts to insure completion.
• Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities you are asked to contact per client request, or to offer the ordering client options for various entities they may want to Subpoena.
• Monitoring of Work In Progress for ‘new’ & ‘sensitive’ client orders, utilizing all Reporting tools:
  Wincopy, Solcom, and Salesforce.

• High School Diploma or equivalent required.
• Prior work experience in a legal services environment, insurance claims office, or Customer Service/Sales.
• Familiarity with med‑legal terminology and HIPAA requirements.

• Must have good understanding of the organization’s goals and objectives.
• Must be highly self‑motivated and self‑directed.
• Must have ability to absorb new ideas and concepts quickly.
• Must have good analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in…